Inbox Management Guide
The inbox is your control center for all WhatsApp conversations. Learn how to manage messages efficiently and deliver excellent customer experiences.
Understanding the Inbox
The Zaple inbox shows all incoming and outgoing WhatsApp conversations. It's designed for teams to collaborate on customer conversations efficiently.
📥 Inbox Features
- •Real-time message syncing
- •Multiple agent collaboration
- •Contact info & attributes sidebar
- •Quick replies and templates
- •Conversation labels and notes
Inbox Views
Filter conversations by different views:
- All: All conversations
- Unassigned: Conversations without an assigned agent
- Mine: Conversations assigned to you
- Open: Active, ongoing conversations
- Resolved: Completed conversations
Handling Conversations
Assigning Conversations
When a new message comes in:
- Click on the conversation in the inbox
- Click Assign at the top
- Select an agent from the dropdown
- The agent receives a notification
💡 Tip: Enable auto-assignment in settings to automatically distribute new conversations among available agents.
Sending Messages
Within a conversation, you can send:
- Free-form messages: Within 24-hour window of last customer message
- Template messages: Outside the 24-hour window
- Media files: Images, videos, documents, audio
- Quick replies: Pre-saved responses
The 24-Hour Window
WhatsApp has a 24-hour messaging window:
- When a customer messages you, a 24-hour window opens
- Within this window, you can send any message freely
- After 24 hours, you must use an approved template
- The window resets each time the customer responds
Quick Replies
Quick replies are pre-saved responses for common questions:
- Go to Settings → Quick Replies
- Click Create Quick Reply
- Add a shortcut (e.g., /pricing)
- Enter the message content
- In inbox, type "/" to see available shortcuts
Labels and Notes
Conversation Labels
Organize conversations with color-coded labels:
- Sales Inquiry
- Support Issue
- High Priority
- Follow Up Needed
Internal Notes
Add internal notes that only your team can see:
- Click the notes icon in the conversation
- Add context, reminders, or handoff notes
- Notes are not visible to the customer
Resolving Conversations
When a conversation is complete:
- Click Resolve at the top of the conversation
- Optionally add a resolution note
- The conversation moves to the "Resolved" view
- If the customer replies again, it reopens automatically
Contact Sidebar
The right sidebar shows contact information:
- Contact name, phone, email
- Custom attributes
- Lists the contact belongs to
- Conversation history summary
- Previous notes and interactions