Work in the shared WhatsApp Inbox

Use Inbox for current customer work. The conversation list updates when new inbound activity arrives, while the selected conversation keeps its messages, assignment, status, labels, and contact context together.

The customer-service window lasts 24 hours after the customer’s latest message to your business number. A free-form reply is a message you type yourself. It does not need a template while the window is open, but the other sending checks still apply. Outside that window, use an eligible approved template.

Find a conversation

1. Open Inbox.
2. Choose the permitted WhatsApp number when your workspace has more than one connection.
3. Search by the contact details shown in the list.
4. Select the conversation to open its message thread and contact panel.

The status strip shows whether the conversation is Open, Pending, or Resolved, along with the current assignee and labels. The customer service window indicator shows whether a free-form reply is still eligible.

Claim or assign the conversation

An unassigned conversation cannot be answered until someone owns it. Select Assign to me above the reply box. Admins and Managers can also assign the conversation to another eligible teammate.

If another person owns the conversation, use the assignment control to take over only when your team process allows it. The new owner becomes responsible for further replies and resolution.

Send a reply

1. Confirm that the conversation is assigned to you.
2. Review the recent thread and any internal notes.
3. Type the reply, choose a saved reply, or attach a supported file.
4. Review any variable-filled saved reply before sending.
5. Select Send.

You can also record a voice note when the browser grants microphone access. The message appears in the thread with its current delivery state.

Waaru blocks the composer when the contact has opted out, a same-number restriction prevents messaging, the selected number is unavailable, or the conversation belongs to someone else. If the 24-hour window is closed, send an eligible approved template instead of a free-form message.

Add context for the team

Use an internal note for information that should stay inside the workspace. Notes are not sent to the customer. Apply conversation labels to make recurring issues or routing needs easier to identify. Contact labels and conversation labels serve different purposes, so use the one shown in the current panel.

Resolve or reopen work

When the immediate request is complete, select Resolve and choose the reason that best represents the outcome. A resolved session no longer accepts a normal reply until it is reopened.

Select Reopen if the team needs to continue work in the same visible conversation. New inbound customer activity can also create or reopen active work according to the workspace's session and routing rules.

If the thread does not refresh

Use the local retry on the conversation section. Do not refresh the whole workspace unless the page cannot recover. If a service-availability notice appears, keep any loaded context open while the dashboard confirms recovery.

Coordinate with Developer API handling

For a number using Developer API handling, human takeover pauses API sends. When the person has finished and the server should resume, an authorized teammate can select Release to API. This ends human reply ownership until someone takes over again. See Developer API setup.

Next: Create saved replies or review chat history.