Inbox & messages
Answer every message in one inbox
Answer WhatsApp, texts, email, website chat, portal, Facebook and Instagram messages from one place.
Before you start
- At least one channel connected (email, WhatsApp, texts, website chat or Facebook).
The steps at a glance
Step 1 of 5
In the menu on the left, tap Inbox. On a phone, tap the ☰ menu button at the top first.
Use All, Unread, Mine, Unassigned, Snoozed or Closed, then tap a conversation.
Choose Reply, check Send by (WhatsApp, text or email), type and send. Internal note is only seen by your team.
Set Assigned to so everyone knows who's on it. Snooze hides it until later today, tomorrow morning or next week.
When it's sorted, close the conversation. It reopens if they write again.
✅ How do I know it worked?
- Your reply appears in the conversation and on the lead's Timeline.
⚠️ Common mistakes
ProblemWhatsApp says you need a template.FixOutside 24 hours since their last message, WhatsApp only allows an approved template. Choose one under WhatsApp template.
Problem“No way to reply yet”.FixAdd a phone number or email to the lead.
Problem“The inbox is switched off”.FixAn owner or admin can turn on Use the inbox in Settings → Inbox.