Reply to customers from the shared inbox

The Inbox shows every WhatsApp conversation with your business. New messages appear on their own, with a sound, and your whole team works from the same list.

Find the right chat

• Tabs at the top: All, Unread, Open and Unhappy (chats where the customer seems upset).
• Search by name or phone number.
• Filter by label, lead stage, or who the chat is assigned to (Me, Unassigned, or a teammate).

Reply

Type in the box at the bottom and press Enter. Next to the box you can:

• Attach photos, videos, documents or audio.
• Record a voice message with the microphone button.
• Add an emoji.
• Type / to pick a quick reply — a saved answer you use often.

Message ticks work like WhatsApp: ✓ sent, ✓✓ delivered, blue ✓✓ read.

The 24-hour rule

WhatsApp lets you send free-form messages only within 24 hours of the customer's last message. After that, the composer tells you the window is closed and you can only send an approved template.

1. Click the Send Template button in the chat.
2. Pick an approved template, fill in any variables, and send.
3. When the customer replies, the 24-hour window opens again.

Keep chats organised

Open the contact panel on the right of a chat to:

• Set a lead stage — New Lead, Contacted, Qualified, Proposal Sent, Deal Won or Deal Lost.
• Add labels (tags) such as "VIP" or "Diwali offer" to filter chats later.
• Assign the chat to a teammate.
• Write private notes — customers never see them.

Save quick replies

Go to Settings → Automation → Quick Replies, click Add New, and give the reply a title, a short shortcut (like welcome) and the message. In any chat, type / and pick it.