Answer WhatsApp customer messages with shared history, supported attachments and clear reply-window guidance.
Customer messages with the right reply controls.
Keep WhatsApp history, attachments and service-window guidance together.
Use your configured WhatsApp Business connection to receive customer messages and manage replies in Conversations. Keep the customer’s question, available message history and your team’s response in one thread, while respecting the reply window shown for each conversation.
The conversation view shows when free-form replies are available and the remaining customer service window. Check that timing before replying and choose the supported message flow for the conversation, so customer follow-up stays within the channel’s current messaging rules.
When the customer service window expires, use the configured WhatsApp template flow to reopen the exchange in line with WhatsApp rules. Choose a relevant approved template and keep its wording connected to the customer’s enquiry, rather than treating an expired reply window as permission to send unrelated messages.
Answer questions with text, images and other supported media from your workspace. Review received attachments alongside the conversation. Keep each attachment relevant to the enquiry, so the customer can understand the answer and your team can review the supporting material when returning to the thread.
Filter by channel, search the inbox and switch on Needs reply to focus on unanswered customer messages. Read the latest enquiry and the existing thread before responding. This helps the team spend its attention on customers who are waiting for an answer.
Close a thread when the exchange is finished. A new customer message reopens it; block unwanted conversations when needed. Use the thread’s status to separate finished exchanges from active enquiries, making the inbox easier for the team to review while keeping the conversation history available.
Choose the channels your customers use, confirm account access and give teammates the permissions they need.
Answer questions about products, availability and next steps while keeping the conversation history close.
Review earlier messages and supported attachments before responding, so customers can continue the same conversation.
Give teammates the appropriate conversation permissions and use the inbox to see which messages still need a reply.
Setup, supported messaging and everyday inbox use.
Read setup guides and more FAQs → Explore API documentation →
Connect your supported channels and give your team a clearer view of customer messages.
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