Inbox Overview
What is the Inbox?
The Waplify Inbox is where you see and manage all your WhatsApp conversations. When customers reply to your campaigns or send you a message, it appears here in real time. Think of it as your WhatsApp business inbox — all conversations with all contacts, in one place.
How to use it
Navigating the inbox
- Go to Chat from the sidebar
- On the left, you will see your conversation list — all contacts you have exchanged messages with
- Click on any conversation to open it and see the full message history
- On the right, you will see the message area with the conversation thread
Working as a team
If more than one person handles your WhatsApp messages, the inbox is organized into tabs so the work can be shared:
- Mine — conversations assigned to you
- Unassigned — conversations waiting for someone to pick them up
- Open — conversations your teammates are handling
- Resolved — conversations marked as finished
You can assign a conversation to a teammate, resolve it when it's done, and reopen it later. For the full workflow, see Working as a Team in the Inbox.
If your inbox shows only Inbox and Resolved tabs, your workspace is using the Simple layout — an owner or admin can change this in Inbox Style & Auto-Assignment.
Understanding the messaging window
WhatsApp lets you send free-form messages only within a 24-hour window after the customer's last message. Each conversation shows where it stands:
| Window | What it means |
|---|---|
| Open | The 24-hour window is active — you can send any message freely |
| Closed | The window has expired — you can only send approved template messages |
A colored ring next to the customer's name counts down the time remaining in the window.
The 24-hour window is a WhatsApp policy, not a Waplify limitation. After it closes, you need an approved template message to restart the conversation.
Searching for conversations
- Use the search bar at the top of the conversation list
- Type a contact's name or phone number to find their conversation
Checking conversation counts
At the top of the inbox, you can see a summary of your conversations by status — how many are open, how many total conversations you have.
Tips & best practices
- Check your inbox regularly — quick responses to customer messages improve satisfaction and can help your WhatsApp quality rating
- Open conversations (within the 24-hour window) are the best time to engage — you can send free-form text without needing a template
- If a conversation is closed, send a template message to re-engage the contact
- Use the inbox to handle customer support queries, follow up on campaign responses, and build relationships. Save time on repetitive replies with Quick Responses
Frequently asked questions
Do I get notified when a customer sends a message?
Yes. New messages appear in real time in the inbox. If you have the Waplify tab open, you will see the conversation update instantly.
Can multiple team members use the inbox?
Yes. Team members can share the inbox, with conversations assigned to specific people so no two agents reply to the same customer. See Working as a Team in the Inbox and Roles & Permissions.
What is the 24-hour messaging window?
WhatsApp allows businesses to send any message (not just templates) within 24 hours of the customer's last message. After 24 hours, you must use an approved template to send a message. This is a WhatsApp policy, not a Waplify limitation.
Can I see messages from campaigns in the inbox?
Yes. All messages — whether from campaigns or individual chats — appear in the conversation history for each contact.
Why can't I see some contacts in the inbox?
The inbox only shows contacts you have exchanged messages with. Contacts who are in your contact list but have never been messaged will not appear here.