Use the WhatsApp Conversations Inbox
WhatsApp Inbox brings customer-service conversations from the WhatsApp accounts and locations you can access into one workspace.
Find and open a conversation
Section titled “Find and open a conversation”- Open Communication → WhatsApp Conversations.
- Search by customer, phone number or message content.
- Use the thread list and unread badge to find new activity.
- Select a conversation to mark it read and view its message history.
- Check the customer, location, sender and latest inbound time before replying.
The inbox refreshes automatically and offers a manual refresh. You can enable the local sound option for new activity. Each thread shows its connected sender; there is no separate account selector in the current inbox.
Reply within the customer-service window
Section titled “Reply within the customer-service window”The UI shows a 24-hour reply window after the customer’s latest inbound message.
- Confirm the reply window is open and reply sending is enabled.
- Write a concise text reply, using a quick reply or emoji if helpful.
- Review the destination and select Send.
- Check the message status in the thread.
Text replies support up to 2,000 characters. Manual inbox replies do not use notification credits.
Outside the reply window
Section titled “Outside the reply window”When the 24-hour window is closed, the inbox requires an approved template and provides View Templates. It does not currently send a template directly from the conversation composer. Use the appropriate approved campaign or transactional workflow to contact the customer, then return to the inbox after the customer responds.
The separate Open WhatsApp link opens WhatsApp for the number; it is not the same as sending through the connected Yepsta thread.
Message status and limitations
Section titled “Message status and limitations”Messages can show states such as Processing, Sent, Delivered, Read, Received or Failed. A delivery state reflects provider reporting and can change after the initial send.
- The current composer supports text replies only.
- Media attachments are not enabled, even though an attachment control can appear.
- The inbox shows recent scoped conversations and a limited amount of message history, not an unlimited archive.
- If reply sending is disabled for the workspace, the composer explains that replying from Yepsta is unavailable.
WhatsApp Business App coexistence
Section titled “WhatsApp Business App coexistence”For an active coexistence connection, supported Business App messages and shared history can appear in the Yepsta thread. If history permission was not approved, older messages can be missing. New supported activity can continue to sync while the connection is active.
If Yepsta is removed as a WhatsApp partner, retained history remains but new sending and syncing stop until the account is correctly reconnected.
Last reviewed: