Shared inbox
Every WhatsApp chat with your customers, in one place your whole team can work from.
Your list of chats
The left side shows your chats, with the most recent activity at the top. You can show open or resolved chats, show only yours or unassigned ones, and search by name or number.
- Chats with new messages are highlighted and show how many are unread.
- New messages from customers appear straight away.
- Under each message you send, you can see whether it was sent, delivered, read or failed.
The 24-hour reply window
WhatsApp lets you reply with any message you like for 24 hours after the customer's last message. A timer at the top of the chat shows how long you have left.
Window closed?
You'll need to send an approved template to start talking again. Meta may charge for the new conversation.
Customers who replied STOP
They're unsubscribed, so they won't get templates, campaigns or automatic messages. If they message you again, you can still reply to them yourself within the 24-hour window they opened.
Saved replies
Save the answers you send all the time on the Quick replies page. Then, while you're typing a reply, type / followed by the reply's shortcut to drop it in.
Resolving and reopening
- 1Click Mark as resolved when the customer's question is sorted.
- 2Resolved chats leave your open list, but you can still find them with search.
- 3If the customer writes again, the chat reopens by itself and is shared out again.
Still stuck? Open a support ticket.