The Inbox page allows you to easily manage conversations with your customers.
When a message is received, a notification alerts you, and you have 24 hours to interact with your customers for free and maximize the value of that exchange.
Video explanation 👇
In summary 👇:
Step 1: Reply or start a conversation
Click on the contact you want to engage with or reply to.
Once the conversation is complete, click “Done” to sort finished conversations and keep your inbox organized.
If the customer is no longer within the 24-hour window, the following button will appear:
You can start a new conversation with the customer (via a template, a flow, or a free message), and a new 24-hour conversation window will be billed.
⚠️ Attention – Double pricing / META pricing changes:
Since 07/01/25, META has removed the 24-hour conversation-based model.
Messages sent via marketing templates will now be billed per message.
Utility templates sent in response to a customer message remain free.
WhatsApp pricing remains unchanged:
Marketing message: €0.1186/message
Utility message: €0.025/message
👀 Learn more about Meta Pricing changes
Step 2: Explore customer information
On the right side of the Inbox page, you’ll find:
On the right side of the Inbox page, you will find:
Tags: Add keywords to classify or qualify your customers.
Contact attributes: View the information associated with the customer, such as their behavior or history. For example:
Did they rate your experience?
Did they place an order?
Are they part of your WhatsApp Club?
Use filters to organize tickets
Access filtering options to refine your views.
Filter by tags, lists, or segments to create custom views.
This helps with managing and prioritizing tickets or customer education stages.
Manage opt-in status
You can also track and manage your customers' opt-in status to facilitate their management and ensure compliance with regulations.
When a customer is opted out, you can no longer send them a message (via the inbox, a campaign, or automation). Remember to opt them in again if you want to send a final message before unsubscribing them, for example.