Work the shared inbox

Reply, assign, and understand the 24-hour WhatsApp window — the rule behind every WhatsApp reply.

1. 1

   Reply inside the 24-hour window

   When a customer messages you, WhatsApp opens a free 24-hour window and you can reply with anything. The conversation header counts the time left and warns you before it closes.

2. 2

   After it closes, re-open with a template

   Once the window closes you'll see «24h window closed · template required». Click «Re-open with template», pick an approved template and fill its variables — that message is billed by Meta and starts a fresh window.

3. 3

   Assign, and keep the order beside the chat

   Assign a conversation to yourself or a teammate so nobody doubles up. The customer's orders, cart and details sit in the side panel — no need to open your store dashboard.

4. 4

   Escalate to a ticket

   Anything that needs follow-up — a complaint, a return, a delayed order — becomes a ticket from the same screen, with a status and an owner.