Inbox6 min read
The WhatsApp inbox
The WhatsApp inbox brings customer conversations into the CRM, so the thread sits beside the lead or client it concerns rather than on one person phone.
Working the inbox
/dashboard/whatsappConversations list newest first, with an assignee and a status so a team can share the load without answering over each other. Opening one shows the full thread and lets you reply, attach a file, or jump to the contact record.
Note: WhatsApp only allows free form replies within twenty four hours of the customer last message. The inbox shows whether that window is open, and falls back to approved templates when it is not.
Connecting WhatsApp
/dashboard/automation/integrationsWhatsApp is connected under Automation, Integrations. Until it is connected the inbox is present but empty.
Conversations and records
/dashboard/whatsappA conversation is matched to a contact by WhatsApp number, which is why that field is unique per organization. Once matched, the thread is reachable from the contact and from any lead or opportunity attached to them.