For agents
Your day happens in the Inbox. This section covers everything you touch there, plus the contact records behind it.
Who can do this
- Agent
- Admin
- Owner
Everything here is available to agents. Nothing on this page needs admin rights.
The one rule to learn first
WhatsApp only lets you send a free-form reply inside 24 hours of the customer's last message. Outside that, you send an approved template instead. The composer tells you which state you are in, but knowing why saves a lot of confusion.
Working conversations
- The shared inbox
- Tabs, search, tag and number filters, unread handling, starting a new conversation.
- Replying to customers
- Text, emoji, attachments, quoting a message, interactive buttons and lists, delivery ticks and retries.
- Quick messages
- Saved replies with optional media, inserted by typing a slash.
- Assignment, status and notes
- Who owns a conversation, open/pending/closed, and internal notes the customer never sees.
People and data
- Tags
- Label contacts, filter the inbox by tag, and target campaigns.
- Working with contacts
- The contact list, filters, blocked and unsubscribed, bulk actions.
- Import and export contacts
- CSV columns, duplicate handling, and getting data out.
- Notifications
- Turn on browser notifications for new messages.
Keyboard shortcuts worth knowing
| Where | Keys | Does |
|---|---|---|
| Composer | Enter | Send |
| Composer | Shift + Enter | New line |
| Composer | / at the start of a message | Open quick messages and filter as you type |
| Quick message list | ↑ ↓, Enter, Esc | Move, insert, close |
| Notes box | Ctrl + Enter (⌘ + Enter on Mac) | Post the note |
| Contacts list | / | Jump to search |