WhatsApp messages and inbox capabilities

Before sending

You need WhatsApp conversation write permission and a connected number. Open the customer thread. If AI handles it, choose Take Over first. Check the messaging window before using free-form messages.

Compose a message

1. Type text or enter / to find a saved quick reply. Review substituted customer/business/agent values before sending.
2. Use the attachment menu for photos, video, documents, audio, or location. Use the microphone to record voice where browser permission is available.
3. Choose Reply Buttons or List Message for structured choices. Add meaningful choice labels and identifiers, inspect the preview, then send. Reply-button composition supports up to three choices.
4. Use call-to-action, carousel, or request-location controls when offered by the composer. These are different from approved Meta template buttons.
5. For a template, select an approved Meta template and fill every required variable and media field before sending.
6. Check the message status and verify receipt on the customer's device. A displayed local bubble alone does not prove delivery.

Capability boundaries

The table describes the implemented UI and workflow actions. AI output formats depend on enabled tools and channel handling; receiving a format does not prove AI can generate it. Live provider delivery must be checked for your account.

Work with a thread

Use message actions to reply, forward, or react where available. Search the chat, inspect customer details, and manage labels from the conversation controls. Inspect sent/delivered/read or failure status rather than assuming every recipient exposes read receipts. Use Resolve after human work is complete.

Troubleshooting

For blocked free-form sending, read the window guide. For missing templates, check approval, language, and synchronization. For media failures, inspect the actual validation or provider error; do not assume every file format or URL is accepted.