Sending your first message and using the Inbox

How the Inbox works, and the one rule that decides what you can send.

Where conversations live

The Inbox is where every conversation lives. Conversations sit in four tabs: Active, Resolved, History and Blocked. A conversation moves to Resolved when you mark it done, and rolls into History 24 hours after that. Blocked holds people you blocked. The tabs are one row: on a narrow screen, slide it sideways to see the rest.

If your team has more than one person, you can also show Mine ▾ (your own conversations) or Unassigned instead of All, which the list opens on. Press Mine ▾ to pick one teammate and see only theirs. Each conversation shows who it is assigned to.

Tap the picture to enlarge it

Replying

  1. Click the conversation in the list
  2. Type in the box at the bottom. You can attach an image or document, use bold and italic, or insert an emoji
  3. Type `/` for a Quick Reply to pull in one you saved
  4. Press send

The one rule that decides what you can send

There is one rule that decides whether you can type freely or not: whether the customer has messaged you in the last 24 hours. If they have, type anything. If they have not, the reply box is replaced by a Send Template Message button.

Good to know: That is not a Tous Connect restriction — it is WhatsApp's rule for every business on the platform. The next article explains it properly, and it is worth reading, because it is the thing people ask about most.

What the ticks mean

Ticks under your sent messages mean the same thing as in normal WhatsApp: one tick sent, two ticks delivered, two blue ticks read.

Still need a hand?

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