WhatsApp Inbox

Manage WhatsApp customer conversations, AI mode, and the 24-hour messaging window.

Overview

Inbox → WhatsApp (/en/inbox) is where you and your team reply to WhatsApp customers.

Channel tabs at the top (WhatsApp, Messenger, Instagram, Web, Calls) switch between inboxes; the left menu has a single Inbox row
Conversations list on the left; thread in the middle; the Customer 360 panel on the right (orders, bookings, tags, notes) with an Open full profile link — toggle it with the panel button in the chat header (on narrower screens it opens as a side sheet)
The list shows the newest conversations first, 50 at a time; scroll to the end (or press Load more) for older ones. The search box (name, phone number or @username) and the Within 24h / Outside 24h chips look through all conversations of the number, not only the loaded ones
Modes may include human reply and AI-assisted handling (your store AI settings apply)
Meta enforces a 24-hour customer care window for free-form replies; outside that window you typically need an approved template

The shopping-bag button in the composer opens Send a product.

Meta catalog sends a WhatsApp catalog product card. This needs a connected Meta catalog.
Store link sends a normal WhatsApp message with the product page URL on {store-url}.

This browser remembers the last tab. If Meta catalog is not connected, the dialog opens on Store link.

Some customers use a WhatsApp username and do not share their phone number. Their messages still arrive in the inbox and the AI replies as usual.

The conversation and the customer card show @username instead of a phone number
Replies, AI answers and automations reach them through WhatsApp's business-scoped user ID
Checkout forms (WhatsApp Flows) and sign-in by phone are not available for them; the AI sends a checkout link instead
If they change their WhatsApp account ID, the customer record follows automatically