Work in the shared inbox

Read and reply to a conversation

1. Open the inbox. Choose the customer thread you want to handle. The contact context appears alongside the conversation when available.
2. Review the latest messages and contact details. Check the recent history and any relevant tags or saved contact information before replying.
3. Compose a customer reply. Use the composer for a WhatsApp message. Attachments and supported message types are available from the composer controls.
4. Send and check its status. After sending, use the message status shown in BNex to understand whether Meta reports it as sent, delivered, read, or failed.

Add an internal note

Internal notes are for workspace teammates and are not sent to the customer. Use them to preserve concise context for another person who may open the thread.

Choose the internal-note mode before sending and verify the note styling or mode indicator in the composer. Do not place customer-facing instructions in a note and assume the customer received them.

Understand conversation history and live updates

• New inbound messages and status changes can appear as live updates.
• Older messages load as you move back through a conversation; scroll upward to request earlier history.
• The 24-hour service window starts from the customer’s message, not from a teammate opening the thread.
• Use a free-form reply while the service window is open. After it closes, use an approved WhatsApp template.

• Contacts and audiencesReview the customer record next to a conversation.
• Templates and messaging rulesChoose the right message type for the service window.
• WhatsApp platform guidesCloud API setup, policies, templates, pricing, and WhatsApp platform limits.

Frequently asked questions