Shared inbox
Every WhatsApp thread in one place, for the whole team — with the 24-hour window, canned replies, notes and assignment built in.
The 24-hour window — the one rule to internalise
You can send a customer free-form messages (any text, images, documents) only for 24 hours after their last message to you. Every new message from them resets the clock. Once it expires, the only thing you can send is an approved template — and their reply to that reopens the window.
The badge next to each conversation shows the time left. When it reads closed, the text composer is disabled and you use the 📋 button instead.
Anatomy of the Inbox
| Element | What it does |
|---|---|
| Conversation list (left) | All threads, newest activity first, each with its session-window badge. |
| Thread (centre) | The message history with the selected contact. |
| Assign dropdown | Set which teammate owns this conversation. |
| Claim | Assign an unassigned conversation to yourself in one click. |
| 📎 Attach | Send an image, video, document or audio file — by URL or upload. Free-form, so window must be open. |
| 📋 Template | Send an approved template — the only option once the window is closed. |
| 💬 Canned | Insert a saved reply snippet into the composer. |
| 📝 Notes | Add an internal note — team-only, never sent to the customer. |
Replying to a conversation
Pick a conversation
Click a contact on the left. Check the window badge in the header.
If the window is open — just type
Type in the composer and hit Send (or Enter). Use 📎 for media, 💬 Canned to drop in a saved reply.
If the window is closed — send a template
Click 📋, choose an approved template, fill any variables, check the preview, and Send template. When the customer replies, the 24-hour window reopens and you can message freely again.
Assign or claim
Set the Assign dropdown to the right teammate, or Claim it yourself. Staff only ever see conversations assigned to them.
Leave a note for the team
📝 Notes → type context ("promised 10% off, waiting on manager approval") → Add note. The customer never sees it.
Canned replies
Saved snippets for answers you send constantly — greetings, hours, return policy.
Open the Canned Replies sub-tab
Inbox → 📋 Canned Replies.
Add one
Give it a title (how you'll find it) and the reply text. Save.
Use it in a conversation
In a thread, click 💬 Canned and pick a reply — it drops into the composer, where you can tweak it before sending.
Canned replies are free-form text — they only work while the window is open. For a closed window you need a template.
Canned reply vs. template vs. chatbot
| Canned reply | Template | Chatbot | |
|---|---|---|---|
| Who sends it | An agent, manually | An agent or a campaign | Nobody — it's automatic |
| Needs Meta approval | No | Yes | Only if a step sends a template |
| Works outside the window | No | Yes | Only via a template step |
| Best for | Fast human replies | Broadcasts, re-opening a chat | FAQs, triage, 24/7 cover |