Sending Your First Message
Learn how to reply to customer messages from the unified inbox, understand conversation states, and use key features like labels and assignments.
The Inbox
The Inbox is where all customer conversations live. Click Inbox in the sidebar to open it. You'll see a list of conversations on the left, and the selected conversation on the right. For advanced inbox features, see Managing Conversations in Your Inbox.
Conversation List
Each conversation in the list shows:
- Contact name (or phone number if unknown)
- Channel icon — WhatsApp, email, Instagram, chat, etc.
- Last message preview
- Timestamp
- Assigned agent (avatar)
- Labels (colored tags)
Replying to a Message
- Click a conversation in the list to open it
- Type your reply in the message input at the bottom
- Press Enter or click Send to reply
The message is sent via the same channel the customer used — WhatsApp replies go back to WhatsApp, email replies go back to email, etc.
Conversation States
Conversations can have different states to help you stay organized:
- Active — currently being handled, needs attention
- Pending — waiting for a response (from customer or team)
- Resolved — issue is resolved, conversation is closed
Filter conversations by state using the tabs at the top of the inbox.
Assigning Conversations
Click the assign button (person icon) to assign a conversation to a specific team member. Only the assigned member gets notifications for new messages in that conversation.
Adding Labels
Click the label button to add color-coded labels like "Urgent", "Sales", "Support", etc. Labels help you categorize and filter conversations.
Closing Notes
When resolving a conversation, you can select a closing note — a predefined reason for closing (e.g., "Resolved", "Spam", "Duplicate"). This helps with reporting and analytics.
Sending WhatsApp Templates
WhatsApp has a 24-hour messaging window. If a customer hasn't messaged you in the last 24 hours, you need to use a template message to initiate contact. Click the template icon in the message input to select an approved template.
Tips for Getting Started
- Send a test message from your personal phone to your connected WhatsApp number
- Open the Website Chat widget on your site and send a test chat
- Reply from the inbox to see the full experience