[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"docs-en-\u002Fen\u002Fdocs\u002Funified-inbox":3},{"id":4,"title":5,"body":6,"category":684,"code_examples":685,"demos":685,"description":686,"extension":687,"meta":688,"navigation":685,"order":685,"path":689,"seo":690,"sitemap":691,"stem":693,"tags":694,"toc":698,"videos":685,"__hash__":699},"docsEn\u002Fen\u002Fdocs\u002Funified-inbox.md","Use Unified Inbox in WhatsApp CRM",{"type":7,"value":8,"toc":668},"minimark",[9,14,23,29,34,95,98,102,105,140,146,150,177,184,188,191,274,293,296,300,307,341,346,349,353,356,374,380,384,387,407,415,419,422,440,443,447,511,514,518,540,544,633,640,644],[10,11,13],"h1",{"id":12},"whatsapp-unified-inbox","WhatsApp Unified Inbox",[15,16,17,18,22],"p",{},"Unified Inbox is where your team reads and handles official WhatsApp conversations. Open it from ",[19,20,21],"strong",{},"WhatsApp CRM"," in Konektor; the Konektor-branded Chat workspace opens automatically.",[15,24,25,26,28],{},"Open ",[19,27,21],{}," from the member dashboard.",[30,31,33],"h2",{"id":32},"member-access","Member access",[35,36,37,51],"table",{},[38,39,40],"thead",{},[41,42,43,48],"tr",{},[44,45,47],"th",{"align":46},"left","Role",[44,49,50],{"align":46},"Inbox access",[52,53,54,65,75,85],"tbody",{},[41,55,56,62],{},[57,58,59],"td",{"align":46},[19,60,61],{},"Owner",[57,63,64],{"align":46},"Read, reply, assign, resolve, and manage Chat settings.",[41,66,67,72],{},[57,68,69],{"align":46},[19,70,71],{},"Admin",[57,73,74],{"align":46},"Read, reply, assign, resolve, and manage channels and conversation tools.",[41,76,77,82],{},[57,78,79],{"align":46},[19,80,81],{},"Staff",[57,83,84],{"align":46},"Handle Inbox and CRM work permitted for the agent.",[41,86,87,92],{},[57,88,89],{"align":46},[19,90,91],{},"Viewer",[57,93,94],{"align":46},"Read conversations and customer data without changing anything.",[15,96,97],{},"Viewers can open Inbox, but they cannot send messages, add notes, assign agents, or change conversation status.",[30,99,101],{"id":100},"before-you-start","Before you start",[15,103,104],{},"Make sure:",[106,107,108,117,127,130,133],"ul",{},[109,110,111,116],"li",{},[112,113,115],"a",{"href":114},"\u002Fen\u002Fdocs\u002Fwhatsapp-official","Official WhatsApp Business is connected",";",[109,118,119,120,123,124,116],{},"the channel under ",[19,121,122],{},"WhatsApp"," shows ",[19,125,126],{},"Aktif",[109,128,129],{},"you selected the correct Konektor workspace;",[109,131,132],{},"you have a separate team-owned number for testing;",[109,134,135,136,139],{},"an owner or admin prepared an ",[19,137,138],{},"APPROVED"," template for messages outside the 24-hour window.",[15,141,142,143,145],{},"Inbox shows a conversation only after an inbound message or conversation history exists. An ",[19,144,126],{}," channel does not create a sample conversation.",[30,147,149],{"id":148},"open-inbox","Open Inbox",[151,152,153,156,162,165,170],"ol",{},[109,154,155],{},"Enter the correct Konektor workspace.",[109,157,158,159,161],{},"Click ",[19,160,21],{},".",[109,163,164],{},"Wait for the Chat workspace to open.",[109,166,158,167,161],{},[19,168,169],{},"Inbox",[109,171,172,173,176],{},"Select ",[19,174,175],{},"All"," to see every conversation.",[15,178,179,180,183],{},"If ",[19,181,182],{},"No conversations yet"," appears, send a test message to the business number first.",[30,185,187],{"id":186},"understand-the-inbox-layout","Understand the Inbox layout",[15,189,190],{},"The Chat workspace currently shows the labels below as written.",[35,192,193,203],{},[38,194,195],{},[41,196,197,200],{},[44,198,199],{"align":46},"Area",[44,201,202],{"align":46},"What it does",[52,204,205,215,225,235,245,255],{},[41,206,207,212],{},[57,208,209],{"align":46},[19,210,211],{},"All Agents",[57,213,214],{"align":46},"Shows conversations from all agents you can access.",[41,216,217,222],{},[57,218,219],{"align":46},[19,220,221],{},"My Conversations",[57,223,224],{"align":46},"Shows conversations assigned to you.",[41,226,227,232],{},[57,228,229],{"align":46},[19,230,231],{},"Unserved",[57,233,234],{"align":46},"Shows conversations without an assignee.",[41,236,237,242],{},[57,238,239],{"align":46},[19,240,241],{},"Served",[57,243,244],{"align":46},"Shows conversations already handled by an agent.",[41,246,247,252],{},[57,248,249],{"align":46},[19,250,251],{},"Resolved",[57,253,254],{"align":46},"Shows completed conversations.",[41,256,257,271],{},[57,258,259,261,262,261,265,261,268],{"align":46},[19,260,175],{},", ",[19,263,264],{},"AI Aktif",[19,266,267],{},"Manual",[19,269,270],{},"Belum Dibaca",[57,272,273],{"align":46},"Filters the list by handling mode or read status.",[15,275,276,277,280,281,284,285,288,289,292],{},"Use ",[19,278,279],{},"Search"," to find a conversation. Use ",[19,282,283],{},"Assign Agent"," to choose an assignee, ",[19,286,287],{},"Assign to me"," to take a conversation, and ",[19,290,291],{},"Resolve"," when handling is complete.",[15,294,295],{},"On a phone, use the back button at the top of the conversation to return to the list.",[30,297,299],{"id":298},"test-the-first-message","Test the first message",[15,301,302,303,306],{},"Use fictional data, such as the sender name ",[19,304,305],{},"Orchid Test Shop",", so the test is easy to distinguish from real customers.",[151,308,309,312,319,325,331,334,337],{},[109,310,311],{},"Send a message from a team-owned test number to the official business number.",[109,313,25,314,316,317,161],{},[19,315,169],{},", then select ",[19,318,175],{},[109,320,321,322,324],{},"Open the ",[19,323,305],{}," conversation.",[109,326,327,328,161],{},"Write a short reply in ",[19,329,330],{},"Type a message...",[109,332,333],{},"Send the reply and wait for message status to change.",[109,335,336],{},"Confirm that the test number receives the reply.",[109,338,158,339,161],{},[19,340,291],{},[15,342,343,344,161],{},"The basic workflow works when the inbound message appears, the reply arrives, and the conversation moves to ",[19,345,251],{},[15,347,348],{},"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.",[30,350,352],{"id":351},"follow-the-24-hour-service-window","Follow the 24-hour service window",[15,354,355],{},"A customer message opens the WhatsApp service window for 24 hours.",[106,357,358,361,368],{},[109,359,360],{},"While the window is open, staff, admins, and owners can send a regular reply.",[109,362,363,364,367],{},"When it closes, ",[19,365,366],{},"Window gratis 24 jam customer sudah habis. Kirim pesan dinonaktifkan."," appears.",[109,369,370,371,373],{},"To continue, use the document icon and select a suitable ",[19,372,138],{}," template.",[15,375,376,377,379],{},"An ",[19,378,126],{}," channel status does not open the 24-hour window. A customer message opens it.",[30,381,383],{"id":382},"use-templates-and-quick-replies","Use templates and quick replies",[15,385,386],{},"Templates are used to start or continue a conversation outside the 24-hour window. Quick replies prepare frequently used text without sending it automatically.",[106,388,389,395,401,404],{},[109,390,391,392,161],{},"Owners and admins manage templates under ",[19,393,394],{},"Templates",[109,396,397,398,161],{},"Owners and admins manage quick replies under ",[19,399,400],{},"Settings > Quick Replies",[109,402,403],{},"Staff use the conversation tools available in Inbox within their access.",[109,405,406],{},"Viewers can only read.",[15,408,409,410,414],{},"Check customer names, amounts, links, and other variables before sending. Read ",[112,411,413],{"href":412},"\u002Fen\u002Fdocs\u002Fwhatsapp-templates","WhatsApp Templates and Quick Replies"," for complete steps.",[30,416,418],{"id":417},"organize-conversation-handling","Organize conversation handling",[15,420,421],{},"For owners, admins, and staff with permission:",[151,423,424,429,432,435],{},[109,425,158,426,428],{},[19,427,283],{}," and select the member handling the conversation.",[109,430,431],{},"Add labels or an internal note only when needed.",[109,433,434],{},"Write and send the reply.",[109,436,158,437,439],{},[19,438,291],{}," when the customer's request is complete.",[15,441,442],{},"Internal notes are not sent to the customer. Do not include credentials, payment data, or unnecessary personal data.",[30,444,446],{"id":445},"understand-message-status","Understand message status",[35,448,449,459],{},[38,450,451],{},[41,452,453,456],{},[44,454,455],{"align":46},"Status",[44,457,458],{"align":46},"Meaning",[52,460,461,471,481,491,501],{},[41,462,463,468],{},[57,464,465],{"align":46},[19,466,467],{},"Sending",[57,469,470],{"align":46},"The message is being processed. Wait before trying again.",[41,472,473,478],{},[57,474,475],{"align":46},[19,476,477],{},"Sent",[57,479,480],{"align":46},"The message left the Chat workspace successfully.",[41,482,483,488],{},[57,484,485],{"align":46},[19,486,487],{},"Delivered",[57,489,490],{"align":46},"The message reached the recipient's device.",[41,492,493,498],{},[57,494,495],{"align":46},[19,496,497],{},"Read",[57,499,500],{"align":46},"The recipient opened the message.",[41,502,503,508],{},[57,504,505],{"align":46},[19,506,507],{},"Failed",[57,509,510],{"align":46},"The message failed. Check the channel, 24-hour window, and template before trying again.",[15,512,513],{},"Do not resend repeatedly while status is unchanged, because the recipient could receive duplicates.",[30,515,517],{"id":516},"whatsapp-features-that-remain-separate","WhatsApp features that remain separate",[15,519,520,261,523,261,526,261,529,532,533,536,537,539],{},[19,521,522],{},"WhatsApp Links (Rotator)",[19,524,525],{},"QR Sessions (advanced)",[19,527,528],{},"Automation Rules",[19,530,531],{},"Custom Domains",", and ",[19,534,535],{},"WhatsApp Branding"," remain in the Konektor dashboard. Conversations from ",[19,538,525],{}," are not merged into Direct Chat.",[30,541,543],{"id":542},"if-something-goes-wrong","If something goes wrong",[35,545,546,556],{},[38,547,548],{},[41,549,550,553],{},[44,551,552],{"align":46},"Symptom",[44,554,555],{"align":46},"What to check",[52,557,558,573,588,598,606,623],{},[41,559,560,564],{},[57,561,562],{"align":46},[19,563,182],{},[57,565,566,567,569,570,572],{"align":46},"Confirm that the channel is ",[19,568,126],{},", select ",[19,571,175],{},", then send a message from the test number.",[41,574,575,578],{},[57,576,577],{"align":46},"The test message does not appear",[57,579,580,581,584,585,587],{"align":46},"Wait briefly, click ",[19,582,583],{},"Segarkan"," under ",[19,586,122],{},", then reload Inbox once.",[41,589,590,593],{},[57,591,592],{"align":46},"The message field is disabled",[57,594,595,596,373],{"align":46},"Check the 24-hour warning and use an ",[19,597,138],{},[41,599,600,603],{},[57,601,602],{"align":46},"An action is unavailable",[57,604,605],{"align":46},"Check the role. Viewers are read-only; only owners and admins manage channels.",[41,607,608,611],{},[57,609,610],{"align":46},"A template is missing",[57,612,25,613,615,616,619,620,622],{"align":46},[19,614,394],{},", click ",[19,617,618],{},"Sinkron dari Meta",", then confirm ",[19,621,138],{}," status.",[41,624,625,630],{},[57,626,627,628],{"align":46},"A message shows ",[19,629,507],{},[57,631,632],{"align":46},"Check channel status and the 24-hour rule before trying again.",[15,634,635,636,161],{},"For detailed recovery steps, see ",[112,637,639],{"href":638},"\u002Fen\u002Fdocs\u002Fwhatsapp-inbox-troubleshooting","WhatsApp Inbox Troubleshooting",[30,641,643],{"id":642},"related-guides","Related guides",[106,645,646,651,656,662],{},[109,647,648],{},[112,649,650],{"href":114},"Connect Official WhatsApp Business",[109,652,653],{},[112,654,655],{"href":412},"Manage templates and quick replies",[109,657,658],{},[112,659,661],{"href":660},"\u002Fen\u002Fdocs\u002Fwhatsapp-session-risk","Understand QR Session risk",[109,663,664],{},[112,665,667],{"href":666},"\u002Fen\u002Fdocs\u002Fwhatsapp","Create WhatsApp Links (Rotator)",{"title":669,"searchDepth":670,"depth":670,"links":671},"",2,[672,673,674,675,676,677,678,679,680,681,682,683],{"id":32,"depth":670,"text":33},{"id":100,"depth":670,"text":101},{"id":148,"depth":670,"text":149},{"id":186,"depth":670,"text":187},{"id":298,"depth":670,"text":299},{"id":351,"depth":670,"text":352},{"id":382,"depth":670,"text":383},{"id":417,"depth":670,"text":418},{"id":445,"depth":670,"text":446},{"id":516,"depth":670,"text":517},{"id":542,"depth":670,"text":543},{"id":642,"depth":670,"text":643},"whatsapp",null,"Open Direct Chat, reply to customers, assign conversations, and follow the 24-hour rule for each member role.","md",{},"\u002Fen\u002Fdocs\u002Funified-inbox",{"canonical":689,"title":5,"description":686},{"loc":689,"lastmod":692},"2026-07-18","en\u002Fdocs\u002Funified-inbox",[684,695,696,697],"inbox","direct chat","collaboration",true,"IZXC4wvYdHXGYGxscf5ZPkczMq55fRmfW5vGfAcFUkM"]