Manage WhatsApp conversations
Use Waaru's shared Inbox to claim, assign, reply to, label, and resolve WhatsApp conversations while preserving a complete contact history.
Reviewed
Use Inbox to answer customers and assign conversations to teammates. Use Chat history to review recorded messages, delivery updates, and workflow activity, including earlier conversations.
Work in the Inbox
Filter conversations, assign ownership, reply, add notes, and resolve finished work.
Create saved replies
Prepare reusable text and media responses that fill the reply box for a teammate to review.
Set business hours
Configure one automatic greeting or outside-hours reply for an eligible conversation session.
Review chat history
Inspect messages, broadcasts, workflows, delivery states, and session boundaries for a contact.
Inbox access
Admins and Managers can work across the team Inbox. Support agents work with conversations assigned to them. Number-level access can narrow the conversations visible to any of those roles.
When a reply is allowed
The customer-service window lasts for 24 hours after the customer’s most recent message. A free-form reply is a message you type yourself rather than an approved template.
Waaru checks the selected number, the conversation assignment, contact restrictions, and the 24-hour customer service window before a free-form reply is sent. When that window is closed, use an eligible approved message template to restart the conversation.
Start with Work in the Inbox.
More tasks
Understand optional AI and MCP availability
Separate the current self-service WhatsApp platform guides from optional AI and MCP setup, with free platform access and bring-your-own-AI status explained.
Work in the shared WhatsApp Inbox
Find and claim a WhatsApp conversation, reply with text or media, add internal context, change ownership, and resolve the session in Waaru.