Reply to customers

Chatbox is where every incoming message lands — replies to broadcasts, messages from your QR code, people who found your number anywhere. One place, whichever number they messaged.

The layout

Left — your conversations, newest activity first, unread marked.
Middle — the selected conversation, full history.
Right / top — who they are, and the tools for handling the chat.

Filter the list by assignment (everyone, assigned to me, unassigned), by status (open or closed), or by label.

Replying

Click a conversation and type. That is all — no template, no approval, as long as the 24-hour window is open.

You can send:

Text, including emoji.
Images, documents, video and audio — see Upload and reuse media for what WhatsApp accepts.
Saved replies, by typing / and the shortcut. See Save time with canned replies and working hours.

Replies inside the window are free

However many you send. You are charged for opening a conversation, not for talking in one that is already open. See How pricing works.

When the window has closed

If the customer has not messaged for over 24 hours, you cannot type freely any more. Wap2b offers you a template instead — pick one, fill any variables, send. That opens a fresh conversation, and if they reply the window opens again and you are back to typing normally.

This costs money, where a reply inside the window would not, which is the practical argument for answering people the same day.

The rule in full: The 24-hour window.

Closing conversations

Mark a conversation closed when it is dealt with. It drops out of the default view and reopens automatically if the customer writes again. This is housekeeping, not blocking — nothing is deleted and the customer notices nothing.

Working through an inbox well

Filter to unassigned first. Those are the ones nobody has picked up.
Answer inside the window. Free now, paid later.
Close what is finished. An inbox where everything is open tells you nothing.
Use labels to mark what a conversation is about, so you can find them as a set later. See Work as a team.

If something goes wrong

You cannot type — only a template is offered. The window has closed. Expected.
Your reply failed. The window closed between opening the chat and hitting send, or the customer blocked you. Reload the conversation.
New messages are not appearing. Refresh. If they still do not appear, check the number is healthy on Phone numbers.
A conversation shows a number, not a name. They are not in your contacts. Add them — see Add contacts.
Your balance ran out. Inbound message content is withheld until the account is funded again. Top up on Recharges and it reappears.