The WAX Inbox is where all your WhatsApp conversations come together: incoming messages, replies to campaigns, interactions from automations.
It helps you prioritize conversations, work as a team and reply efficiently, while keeping a clear view of performance and service quality.
⚙️ How the Inbox works depends on whether you've turned on the AI Agent:
Without the AI Agent: each conversation is handled manually by your teams.
With the AI Agent: the AI replies to your customers automatically and only passes on to your teams the conversations that need a human.
This guide helps you understand how to use the Inbox as a real management tool, in both setups.
Organize your conversations
Your Inbox is organized into 3 views:
All: all conversations
Done: finished conversations
🔹 Without the AI Agent
All incoming conversations land in Unresolved as soon as a customer writes. Your teams handle them one by one.
🔹 With the AI Agent
The AI handles conversations first. An extra view appears:
Action needed: only the conversations the AI couldn't handle on its own and that need a human (out-of-scope question, sensitive request, ambiguous situation, etc.).
👉 Your teams no longer need to sort through everything: they focus on the conversations that were actually escalated, which greatly reduces their workload.
Search for a conversation
Use the search bar to find a conversation by:
the customer's first name,
last name,
or phone number.
📞 Numbers must be in international format, starting with the country code (example: +33).
This works the same way whether the AI Agent is on or not.
Use filters to organize tickets
Open the filter options to refine your views.
Filter by tags, lists or segments to create custom views.
This makes it easier to manage and prioritize tickets or customer education steps, both in manual mode and with the AI Agent turned on.
Start or re-engage a conversation
Click the + button to start a new conversation.
You can also re-engage an existing conversation by selecting the chat of your choice from the Inbox page.
Re-engaging means sending a WhatsApp template outside the free 24-hour window. This window opens automatically when the customer sends a message or clicks a quick reply button. Your conversation is then free for 24 hours (a countdown is shown).
🔹 With the AI Agent
When you start or manually take over a conversation handled by the AI, you temporarily become responsible for it: the AI pauses on this conversation until control is handed back (see the "Set up the AI Agent" guide).
⚠️ Every re-engaged conversation is billed by WAX and Meta per message, based on the category of the template used (Utility or Marketing).
👀 Where can I find the prices?
The WAX markup is available in Settings → Billing and the details are in your WAX invoices.
Meta pricing depends on the destination country: see the details here
In France (Meta):
Marketing message: 7.12 euro cents per message
Utility message: 2.5 euro cents per message
Send messages
From the Inbox, you can send:
a simple message (sent through a marketing template)
a template 👉 See the "Create a template" guide
a campaign 👉 See the "Create a campaign" guide
This feature is available in both setups, with or without the AI Agent.
Manage customer information
Tags: add keywords at the top right when you open a chat. This lets you sort or qualify your customers.
Contact attributes: see the information linked to 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?
🔹 With the AI Agent
The AI Agent also relies on this information: it automatically detects the customer's profile (purchase history, language, tags) to personalize its replies. You can also give it specific instructions based on a contact's tags (for example, adapting its tone for a B2B contact versus a B2C contact).
Close a ticket
🔹 Without the AI Agent
When the conversation is over, click Done to mark it as resolved.
🔹 With the AI Agent
Closing means something different: closing a conversation from your support tool (for example Zendesk Sunshine or Crisp) doesn't "end" the conversation with the customer, it hands control back to the AI Agent, which can take over again if the customer writes back. You can still use Done for conversations you want to close without going back through the AI.
Manage opt-in status
Easily track and manage your customers' opt-in status to stay compliant with regulations while keeping control of your communications.
🚫 When a customer is opted out, you can no longer send them messages (Inbox, campaigns or automations).
👉 Your customer wants to subscribe again? Remember to reactivate the opt-in by clicking "Change to opt-in".
👀 Turn on automatic opt-out detection with AI.
WAX detects when a customer wants to unsubscribe (e.g. a "STOP" message, a click on an unsubscribe option) and can automatically trigger a flow. Click here to set it up
To set up the AI Agent (activation, tone of voice, instructions, knowledge base), see the "Set up the AI Agent" guide.