Team Inbox

Inbox shows every conversation on your WhatsApp number in real time. You can send text, media, voice notes, locations and templates.

The 24-hour window

When a customer messages you, a 24-hour window opens. Inside it you can send any type of message. After it closes, you can only send an approved template until the customer writes again.

Assign and transfer chats

• People who can assign chats can give any chat they can see to anyone.
• Team Leads can assign chats to themselves or their team.
• Team members can claim an unassigned chat and transfer their own chats to a teammate.

Resolve and reopen

Resolve a chat when the work is done. You can reopen it any time. The person assigned to the chat, or anyone who can assign chats, can do this.

Requesting tab

When a flow reaches a Request Intervention step, the chat appears in the Requesting tab. Flows stay quiet on that chat until your team resolves it.

Who sees which chats

What each person sees depends on their role. Some roles see every chat, others see the unassigned queue, their team's chats or only chats assigned to them. Phone numbers are hidden for people without permission to see them.

Media limits

• Images: up to 5 MB
• Videos: up to 16 MB
• Documents: up to 100 MB
• Captions: up to 1,024 characters