Skip to main content
The Conversations inbox is where your team handles all incoming and outgoing WhatsApp messages. Each conversation maps to one contact and one WhatsApp thread.

​
Conversation statuses

Every conversation has one of three statuses:
StatusMeaning
OpenActive conversation — someone is working on it or it needs a reply
PendingWaiting on the customer; no immediate action needed
ResolvedIssue closed; removed from the active inbox
You can filter the list by status using the tabs at the top of the inbox. When a resolved conversation receives a new message, it automatically reopens as Open.

​
The 24-hour messaging window

Meta enforces a strict rule on WhatsApp Business accounts: you can only send free-form messages (plain text, images, documents, audio, video) within 24 hours of the customer’s last inbound message. After 24 hours of customer inactivity:
  • The free-form message box is disabled
  • You can only send an approved template message to re-open the conversation
  • Once the customer replies, the 24-hour window resets
WapNotify shows a countdown timer on each conversation so you always know how much time remains. When the window expires, use Send template to reach out.
If a contact has never sent you a message, the window has never opened. You must initiate contact with a template.

​
Unread count

The badge on each conversation row shows how many messages you haven’t read yet. Opening the conversation marks it as read. You can also click Mark as read without opening the full thread. The total unread count across all conversations appears in the sidebar navigation.

​
Assignment

Conversations can be assigned to a specific agent. Assigned conversations appear in that agent’s My conversations filter. Depending on their role’s visibility scope, agents may only see:
  • Own — conversations assigned to themselves
  • Team — conversations assigned to anyone in their role group
  • All — every conversation in the workspace
Admins always see all conversations. To assign a conversation, open it and click the Assign button in the top-right panel, then select a team member.

​
Conversation list

The left panel shows conversations sorted by most recent message. Each row displays:
  • Contact name and phone number
  • Last message preview
  • Time of last message
  • Unread count badge
  • Assignment indicator
Use the search bar to find a conversation by contact name or phone number.