Shared inbox
One queue for every WhatsApp conversation in the workspace, worked by the whole team.
Conversation list
The left column lists conversations newest-activity first. Filter by status (open, resolved), by assignee (mine, unassigned, everyone) and search by contact name or number.
- Unread conversations are highlighted with a counter.
- Inbound messages arrive in real time through the Meta webhook.
- Delivery states (sent, delivered, read, failed) show under each outbound bubble.
The 24-hour service window
WhatsApp only allows free-form replies for 24 hours after the customer's last inbound message. Wappr shows a countdown at the top of the thread.
Window closed?
Assignment and round-robin
Assign a conversation to yourself or a teammate from the header dropdown. If round-robin is enabled in Team settings, new inbound conversations are distributed automatically across available agents, with fair-share balancing so nobody gets flooded.
| Signal | Meaning |
|---|---|
| First response time | Minutes between the first inbound message and your first reply. |
| SLA breach | First response took longer than the workspace target. |
| Resolution time | Time from opening to marking the conversation resolved. |
Quick replies
Saved snippets for the answers you send constantly. Create them under Quick replies, then insert one in the composer by typing / followed by its shortcut.
Resolving and reopening
- 1Mark a conversation Resolved when the customer's issue is closed.
- 2Resolved threads leave the open queue but stay searchable.
- 3Any new inbound message reopens the conversation automatically and re-triggers assignment.
Still stuck? Open a support ticket.