> ## Documentation Index
> Fetch the complete documentation index at: https://wapnotify.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Conversations overview

> How the WapNotify inbox works — conversation statuses, the 24-hour messaging window, unread counts, and assignment.

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:

| Status       | Meaning                                                            |
| ------------ | ------------------------------------------------------------------ |
| **Open**     | Active conversation — someone is working on it or it needs a reply |
| **Pending**  | Waiting on the customer; no immediate action needed                |
| **Resolved** | Issue 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.

<Note>
  If a contact has never sent you a message, the window has never opened. You must initiate contact with a template.
</Note>

## 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.