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Intermediate · about 25 min
Work as a team with the inbox
Who it is for: Several people reply to customers, on one or several WhatsApp numbers.
By the end: By the end, all your numbers arrive in one feed, every conversation has an owner, and you measure your team's reply speed.
0 of 4 lesson(s) done
- 1 · 6 min
One feed for all your numbers
Connect your numbers and invite your team.
To do- In Inbox → Settings, add each number (it gets its own colour) and connect it with Meta's official connection.
- Invite your colleagues by email, as administrator or agent. You can limit each person to certain numbers.
- The reply always leaves from the number the customer wrote to: you never choose it.
- 2 · 6 min
Assign, note, close
Avoid a customer left unanswered or answered twice.
To do- Assign each conversation to a person: a member can only assign it to themselves, an administrator can assign to others.
- Leave internal notes: visible to the team, never to the customer.
- Use the Open, Pending and Resolved statuses (you can turn them off in settings if you prefer a simple list).
- 3 · 7 min
The 24-hour window and templates
Know when you can write freely, and when a template is required.
To do- For 24 hours after a customer message, you reply freely (text, image, PDF). A banner shows whether the window is open.
- After that, use the “Template” button: only templates approved by Meta are offered, and each send uses one template credit.
- If a template is rejected, the reason is shown: fix it and submit it again.
- 4 · 6 min
Measure your team's work
Read the statistics by number and by person.
To do- In Inbox → Settings, open the statistics: messages received, team replies, AI replies, median reply speed, share of messages read.
- Pick the period: today, 7 days, 30 days or custom dates.
- A member only sees their own figures; the owner and administrators see the whole team.