WhatsApp Unified Inbox

Unified Inbox is where your team reads and handles official WhatsApp conversations. Open it from WhatsApp CRM in Konektor; the Konektor-branded Chat workspace opens automatically.

Open WhatsApp CRM from the member dashboard.

Member access

Role	Inbox access
Owner	Read, reply, assign, resolve, and manage Chat settings.
Admin	Read, reply, assign, resolve, and manage channels and conversation tools.
Staff	Handle Inbox and CRM work permitted for the agent.
Viewer	Read conversations and customer data without changing anything.

Viewers can open Inbox, but they cannot send messages, add notes, assign agents, or change conversation status.

Before you start

Make sure:

Official WhatsApp Business is connected;
the channel under WhatsApp shows Aktif;
you selected the correct Konektor workspace;
you have a separate team-owned number for testing;
an owner or admin prepared an APPROVED template for messages outside the 24-hour window.

Inbox shows a conversation only after an inbound message or conversation history exists. An Aktif channel does not create a sample conversation.

Open Inbox

Enter the correct Konektor workspace.
Click WhatsApp CRM.
Wait for the Chat workspace to open.
Click Inbox.
Select All to see every conversation.

If No conversations yet appears, send a test message to the business number first.

Understand the Inbox layout

The Chat workspace currently shows the labels below as written.

Area	What it does
All Agents	Shows conversations from all agents you can access.
My Conversations	Shows conversations assigned to you.
Unserved	Shows conversations without an assignee.
Served	Shows conversations already handled by an agent.
Resolved	Shows completed conversations.
All, AI Aktif, Manual, Belum Dibaca	Filters the list by handling mode or read status.

Use Search to find a conversation. Use Assign Agent to choose an assignee, Assign to me to take a conversation, and Resolve when handling is complete.

On a phone, use the back button at the top of the conversation to return to the list.

Test the first message

Use fictional data, such as the sender name Orchid Test Shop, so the test is easy to distinguish from real customers.

Send a message from a team-owned test number to the official business number.
Open Inbox, then select All.
Open the Orchid Test Shop conversation.
Write a short reply in Type a message....
Send the reply and wait for message status to change.
Confirm that the test number receives the reply.
Click Resolve.

The basic workflow works when the inbound message appears, the reply arrives, and the conversation moves to Resolved.

If the message does not appear, wait briefly and reload once. Do not ask the sender to repeat it; Chat keeps checking for new messages while Inbox is open.

Follow the 24-hour service window

A customer message opens the WhatsApp service window for 24 hours.

While the window is open, staff, admins, and owners can send a regular reply.
When it closes, Window gratis 24 jam customer sudah habis. Kirim pesan dinonaktifkan. appears.
To continue, use the document icon and select a suitable APPROVED template.

An Aktif channel status does not open the 24-hour window. A customer message opens it.

Use templates and quick replies

Templates are used to start or continue a conversation outside the 24-hour window. Quick replies prepare frequently used text without sending it automatically.

Owners and admins manage templates under Templates.
Owners and admins manage quick replies under Settings > Quick Replies.
Staff use the conversation tools available in Inbox within their access.
Viewers can only read.

Check customer names, amounts, links, and other variables before sending. Read WhatsApp Templates and Quick Replies for complete steps.

Organize conversation handling

For owners, admins, and staff with permission:

Click Assign Agent and select the member handling the conversation.
Add labels or an internal note only when needed.
Write and send the reply.
Click Resolve when the customer's request is complete.

Internal notes are not sent to the customer. Do not include credentials, payment data, or unnecessary personal data.

Understand message status

Status	Meaning
Sending	The message is being processed. Wait before trying again.
Sent	The message left the Chat workspace successfully.
Delivered	The message reached the recipient's device.
Read	The recipient opened the message.
Failed	The message failed. Check the channel, 24-hour window, and template before trying again.

Do not resend repeatedly while status is unchanged, because the recipient could receive duplicates.

WhatsApp features that remain separate

WhatsApp Links (Rotator), QR Sessions (advanced), Automation Rules, Custom Domains, and WhatsApp Branding remain in the Konektor dashboard. Conversations from QR Sessions (advanced) are not merged into Direct Chat.

If something goes wrong

Symptom	What to check
No conversations yet	Confirm that the channel is Aktif, select All, then send a message from the test number.
The test message does not appear	Wait briefly, click Segarkan under WhatsApp, then reload Inbox once.
The message field is disabled	Check the 24-hour warning and use an APPROVED template.
An action is unavailable	Check the role. Viewers are read-only; only owners and admins manage channels.
A template is missing	Open Templates, click Sinkron dari Meta, then confirm APPROVED status.
A message shows Failed	Check channel status and the 24-hour rule before trying again.

For detailed recovery steps, see WhatsApp Inbox Troubleshooting.

Need More Help?

Our team is ready to help you maximize ad tracking and business attribution.

Email Supportsupport@konektor.id

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