One number, many agents, no outside rotator in 1 minute (Indonesian narration)
One number, many agents, no outside rotator in 1 minute (Indonesian narration) • 1:06
Tonton di YouTubeWhatsApp Inbox
The Inbox gathers your workspace's Official WhatsApp Business, WhatsApp Session, and chat provider conversations in one place. Your team reads, replies, assigns, labels, and resolves conversations without opening WhatsApp on each person's phone. Instagram and Messenger DMs that you connect through Repliz also come into this Inbox.
The Inbox is an omnichannel inbox with these channels: WhatsApp (Official WhatsApp Business, QR session, and partners), Instagram DMs, Messenger DMs, and social comments through Repliz. The Inbox has no webchat channel (live chat on a website) and does not receive email.
This guide covers every part of the Inbox. Read Connect Official WhatsApp Business first if you do not have an active connection yet.
Opening the Inbox
- Sign in to the Konektor dashboard.
- Open Conversations > Inbox.
- Select one conversation from the list.
New conversations appear automatically when a customer messages a WhatsApp number connected to your workspace.
To reply from a phone, use the Inbox app at inbox.konektor.id.
On a wide screen, the Inbox has four columns from left to right:
- The views and labels rail.
- The conversation list.
- The open conversation.
- The contact panel.
On a narrower screen, the views rail and the contact panel become panels that you open with a button. The Views & labels button opens the rail.
The status bar at the top
The bar above the Inbox shows the title Conversations and three items on the right:
| Item | What it means |
|---|---|
| Connected | The Inbox is connected and new messages arrive on their own, with no page reload. |
| Median reply | The median time from a customer's first message to the team's first reply. |
| Wulan: Draft only / Wulan: Auto-reply | The Wulan mode in this workspace. Owners and admins can click it to open the Wulan settings. |
This bar is hidden on a narrow screen. To ask Wulan a question, press ⌘J.
Saved views
The rail on the left shows six ready-made views under the title Views. Click one to filter the conversation list. Each view shows its number of conversations.
| View | Shows |
|---|---|
| All | Every conversation in the workspace. |
| Unreplied | The last message came from the customer and the conversation is still open. |
| Reply due soon | Unreplied conversations approaching your workspace's SLA threshold. |
| Assigned to me | Conversations where you are the assignee. |
| Snoozed | Conversations currently snoozed. |
| Resolved today | Conversations you marked resolved today. |
Above the conversation list there are three quick filters: Active, Unread, and Snoozed.
The rail also lists team members who are online, with the number of chats each one handles. A teammate who is Away is marked. Use the switch under Your status to change your own status.
At the bottom of the rail you see the active WhatsApp number and two icons:
- The phone icon Open the Inbox app on your phone opens the Inbox app. See Inbox app on your phone.
- The gear icon Inbox settings shows for owners and admins.
Number
The Number section appears in the left rail once your workspace has two or more connected WhatsApp numbers. It does not appear with one number.
Click one number to show only conversations from that number. Click All numbers to show conversations from every number again.
The number filter combines with the view and label you already picked.
Each conversation row and header shows which number the message came in on, as a small "Received via …" caption.
Labels
Labels sort conversations by your own categories, such as "Hot lead" or "Complaint". Click + Label to create one: enter a name (up to 40 characters) and pick a color. Only owners and admins can create, edit, or delete labels; other members can only apply them.
Each workspace keeps at most 20 labels. Once that limit is reached, the add-label button shows "The 20-label limit is reached. Delete a label you do not use."
Add a label to one conversation from the contact panel, Contact tab, Labels section.
The contact panel
The contact panel on the right has three tabs. Open or close the panel with the Contact & CRM button at the top of the conversation.
| Tab | What it holds |
|---|---|
| Contact | Customer identity, lead stage, SLA, labels, assignee, and handling. It also has Call and Open lead buttons and a menu with Copy number. |
| Activity | The conversation's history, for example when someone resolved it. |
| Notes | Internal team notes. See Internal notes. |
Lead stage
The Lead stage section links the conversation to its lead. Choose the stage from the labeled menu. Only the lead's assignee may change it; everyone else sees the reason "Only this lead's assignee can change its stage."
The section also shows Source, Campaign, and Deal value when the lead carries them. A conversation with no lead shows "No lead linked yet." and a Create lead button.
When you choose the closing stage, the Inbox opens a Closing value box. The Purchase event to Meta uses that value. The contact panel shows a delivery badge: Sent to Meta, Queued, Failed, or Skipped. Click the badge to open the Delivery log for that lead. The Loss stage asks for confirmation before it saves.
SLA
Two small cards show First response and Next reply due. First response is how long the team took to answer the customer's first message. Next reply due is the time left before the conversation enters the Reply due soon view.
Assignee
Pick the team member who owns the conversation. Conversations you own appear in the Assigned to me view.
Handling
The Handling card names who handles that conversation.
| State | What it shows | Its button |
|---|---|---|
| Wulan handles it | "Handled by Wulan", with the Wulan mode | Take over |
| Another AI assistant handles it | "Handled by {name}" | Take over |
| The team handles it | "Handled by the team" | Hand back to {name} or Hand over to Wulan |
In draft mode, the note reads "Wulan drafts replies, the team sends them". In auto-reply mode, it reads "Wulan replies automatically. Take over when you want to reply yourself."
Click Take over to stop the automatic replies and answer yourself. Click Hand over to Wulan when Wulan may continue. This button shows only while Wulan auto-reply is on.
In the conversation list, an avatar with a small W mark means Wulan handles that conversation. A robot icon mark means another AI assistant.
Wulan reply suggestion
When you open a conversation, the Wulan reply suggestion card can show above the message box. Wulan writes the suggestion from the workspace Business profile and Quick Replies. The card names its sources, for example "based on Business profile & 3 quick replies".
| Button | What it does |
|---|---|
| Send suggestion | Sends the suggestion to the customer as it is. |
| Edit first | Puts the suggestion in the message box so you can change it before you send. |
| Dismiss | Closes the suggestion card. |
The card also shows Auto-reply on or Auto-reply off. Click the icon on the card to set Wulan's tone and reply style. To use your own OpenRouter key or turn on auto-reply, read Agentic.
Search and select multiple conversations
The search box above the conversation list searches contact names and numbers. It does not search message content; use the search inside a conversation for that (see below).
Click Select multiple to mark several conversations at once, then:
- Assign moves the selected conversations to one assignee.
- Label adds one label to every selected conversation.
- Resolve marks every selected conversation resolved.
Bulk actions run one at a time. While an action runs, its button shows a loading indicator and the other buttons are disabled. When it finishes, you see "{count} conversations updated." If it fails, you see "Bulk update failed. Try again." and your selection stays.
You can select up to 50 conversations at once. Selecting a 51st is refused with "Maximum 50 conversations at once."
Snoozing a conversation
Click Snooze at the top of a conversation to hide it until a chosen time:
- In 1 hour
- This evening (4:00 PM)
- Tomorrow morning (9:00 AM)
- Monday morning (9:00 AM the next Monday)
- Pick a time… for any date and time
You can snooze a conversation up to 30 days ahead. A snoozed conversation reopens on its own within a few minutes after the chosen time arrives. Travel agencies with a sales cycle of months use Snooze, Labels, and Internal notes for follow-up. An example is in the hajj travel ad tracking scenario.
The 24-hour window
WhatsApp limits free-form replies on an official connection: once a customer messages you, you have 24 hours to reply with any message. The 24-hour window bar above the message box shows the time left with a progress bar, and changes color as it nears the limit. It also shows First reply when there is one. Once the window closes, the bar reads "24-hour window ended".
Once the window closes, the message box only accepts an approved template. Send one template to open a new 24-hour window as soon as the customer replies.
The 24-hour window bar shows only for Official WhatsApp Business connections. WhatsApp Sessions do not have this limit.
Chat providers apply the 24-hour limit on their side, without a bar. A reply sent after the limit is rejected, and the reason shows under the message. The same holds for Instagram and Messenger DMs. A DM has no template to open the conversation again: wait until the customer writes again, then reply.
Attachments and per-type limits
An Official WhatsApp Business connection can send and receive these files:
| Type | Formats | Size limit | Caption |
|---|---|---|---|
| Image | JPG, PNG | 5 MB | up to 1024 characters |
| Video | MP4, 3GP | 16 MB | up to 1024 characters |
| Audio | AAC, AMR, MP3, M4A, OGG | 16 MB | none |
| Document | PDF, Word, Excel, PowerPoint, text | 25 MB | up to 1024 characters |
| Sticker | WebP | 100 KB static, 500 KB animated | none |
Click the attachment icon in the message box to choose a file, or drag a file onto the conversation area. A file over the limit shows "File is too large. Limit for {type} is {limit}."; an unsupported format shows "This format is not supported. Send JPG, PNG, MP4, MP3, PDF, or an Office document."
Voice notes
Click the microphone icon in the message box to record a voice note. Your browser asks for microphone permission first.
Recording stops automatically at 120 seconds. Once it stops, play it back before choosing Send or Discard.
Voice notes work on Official WhatsApp Business connections and on the Kapso chat provider. If your browser does not support recording, the microphone icon is hidden; you can still send a recording as a regular audio attachment.
Header and message bubbles
The conversation header shows the customer name and the number the message came in on. On the right are the search button, Snooze, Resolve or Reopen, the ⋯ menu, and the Contact & CRM button.
The color of an outgoing bubble shows who sent it:
| Color | Sender |
|---|---|
| Blue | A team member from Konektor. |
| Light green | Wulan or an AI assistant, labeled "By AI". |
| White with a border | A reply from elsewhere, for example "From the WhatsApp app on the phone", "Sent from another device", or "From {provider}". |
Reactions and quoted replies
Hover over a message on an official connection to react with an emoji (thumbs up, heart, laughing, folded hands, surprised, sad). Click the same emoji again to remove it.
Click Reply on a message's menu to quote it; the quote appears above the message box before you send. A quoted reply can be sent only from an official connection. WhatsApp Sessions and chat providers can receive a quote from a customer, but cannot send one.
Message box, Wulan suggestions, and internal notes
The message box has two tabs: Reply and Internal note. The Reply tab sends a message to the customer. The Internal note tab saves a note that only your team can see.
Wulan can draft a reply. The draft shows in the Wulan reply suggestion card above the message box. The card has three buttons:
- Send suggestion sends the draft as it is.
- Edit first puts the draft in the message box for you to change.
- Dismiss closes the card.
The card names what Wulan used, for example "based on Business profile & 2 quick replies". The settings icon on the card opens the tone and reply style settings for Wulan. On the right of the card it reads "Auto-reply on" or "Auto-reply off".
Internal notes and mentioning teammates
Open the Internal note tab in the message box, or the Notes tab on the contact panel, to write a note. Internal notes are never sent to the customer. The Notes tab on the contact panel also lists every note of that conversation.
Type @ followed by a name to mention a teammate in a note. A mentioned teammate is notified. You can only mention someone who is already a member of this workspace.
Searching inside a conversation
Click the search icon at the top of a conversation to search the words in the open messages. Results show as "{position} of {count}"; use the arrow buttons to move between them, and the matching message is highlighted.
Exporting a conversation
Click the ⋯ menu at the top of a conversation, then choose Export transcript (CSV) to download the conversation history. The file lists the time, direction, type, sender, content, and status of every message. Attachments appear as a short label such as "image" or "document: file name", without a file link. Internal notes are not included.
Keyboard shortcuts and ⌘K
Press ? anywhere in the Inbox to see this shortcut list on screen.
| Key | Action |
|---|---|
j / k | Move to the next or previous conversation |
e | Resolve the conversation |
? | Open this shortcut list |
Esc | Exit select mode, or close an open panel |
⌘K (Ctrl+K on Windows) | Open quick replies and official templates |
⌘J (Ctrl+J on Windows) | Ask Wulan |
SLA threshold
Owners and admins can set the workspace SLA threshold from the Inbox settings icon at the bottom of the left rail. This threshold decides when a conversation enters the Reply due soon view, in minutes, from 1 to 1440.
Which channel you reply through
Every conversation shows a channel badge: Official WA, QR session, the name of a chat provider such as Kapso, or Instagram and Messenger for DMs. The badge shows even when your workspace has only one number. In the conversation header, the badge also includes the number or connection name. For a DM, it includes the account name.
A thin line above the composer names the reply channel, for example "Replies go out through Official WA". When the 24-hour window is closed, the line adds that only templates can be sent.
Owners, admins, and staff can reply from the Inbox.
When a channel cannot be answered from the Inbox, the composer is disabled and the line names where to reply, for example "Reply from the Qontak app" or "Reply from your phone".
WhatsApp Sessions and chat providers without media
Conversations on a WhatsApp Session (QR) or a chat provider can still be read in the Inbox. A text reply from the message box works for a QR session, for a chat provider that supports it (Kirimdev and Kapso), and for Instagram and Messenger DMs. On a QR session, the owner accepts a one-time session risk warning before the first reply. For another chat provider, reply from that chat provider's app. Kapso can also send attachments and voice notes. A QR session and the other chat providers do not support attachments, voice notes, or reactions. The related buttons show disabled with the reason "Attachments are for Official WhatsApp Business only. Connect the official channel to send media." A QR session also cannot send templates.
Instagram and Messenger DMs accept text replies only. The attachment button shows disabled with the reason "On Instagram and Messenger, replies from here are text only."
Replies from the chat provider's app
A reply your team sends from the Qontak, Pancake, HaloAI, Kirimchat, Kirimdev, or Kapso console shows up in the Inbox with its origin, for example "From Qontak". A reply sent from the WhatsApp app on the phone for a WhatsApp Session shows the same way, with the label "From the WhatsApp app on the phone".
A DM reply sent outside Konektor, for example from the Instagram or Messenger app, shows in the same conversation with the label "Sent from another device".
Qiscus is the exception. A reply sent from the Qiscus console does not show up in the Inbox. After you reply there, click Mark as replied so the conversation leaves the Unreplied view.
Some chat providers accept a reply only from their own app. For those conversations, the Inbox message box shows the reason, and you reply from that app.
Inbox app on your phone
Reply to chats from your phone at https://inbox.konektor.id. Sign in with your Konektor account, add the app to your Home Screen, and turn on notifications for new messages. The phone app has three tabs for chats, quick replies, and your account. The full steps are in Inbox App on Your Phone.
Common errors
| Situation | Text shown | What to do |
|---|---|---|
| The 24-hour window closed | "The 24-hour window is closed. Send a template to reopen the conversation." | Send an approved template. |
| An Instagram or Messenger DM is past 24 hours | "Not sent. The customer has not written in the last 24 hours. Reply after the customer writes again." | Wait until the customer writes again, then reply. |
| A DM has no conversation to reply in | "Not sent. You can reply to this contact only after the customer writes again." | Wait until the customer writes again, then reply. |
| The DM chat provider is not responding | "Not sent. The chat provider is not responding. Send it again in a few minutes." | Wait a few minutes, then click Try again under the message. |
| File too large | "File is too large. Limit for {type} is {limit}." | Send a smaller file. |
| Unsupported file format | "This format is not supported. Send JPG, PNG, MP4, MP3, PDF, or an Office document." | Switch to a supported format. |
| Microphone permission denied | "Allow microphone access in your browser settings, then try again." | Allow microphone access in your browser settings, then try again. |
| Too many messages at once | "Too many messages in a short time. Try again shortly." | Wait a moment, then resend. |
| Number restricted by WhatsApp | "WhatsApp has restricted this number over message quality. Check the Connection Status page." | Open the Connection Status page for details. |
| Label limit reached | "The 20-label limit is reached. Delete a label you do not use." | Delete a label you no longer use. |
| Select-multiple limit reached | "Maximum 50 conversations at once." | Work in smaller groups of up to 50 conversations. |
| Mentioned person is not a workspace member | "The mentioned person is not a member of this workspace." | Mention someone who already belongs to this workspace. |
For more detailed help, read WhatsApp Inbox Troubleshooting.
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