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Overview

The WhatsApp Inbox shows all outbound and inbound messages between your agents and customers on WhatsApp (Facebook). Access: Dashboard → Inbox Or visit: https://callkaro.ai/dashboard/inbox
Inbox displays WhatsApp (Facebook) messages only, not from other providers.

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Viewing Conversations

The Inbox displays:
  • Inbound messages: Messages received from customers
  • Outbound messages: Messages sent by your agents
  • Conversation threads: Grouped by contact

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Sending Messages

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First Contact Rule

First message to a user MUST be a template. You cannot send free-form messages initially.
How to send first message:
  1. Send via WhatsApp Campaign
  2. Or use Whatsapp Configuration Tab in agent page

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After They Reply

Once the customer replies to your template:
  • ✅ You can send free-form messages from Inbox
  • ✅ Reply directly without templates
  • ✅ Continue conversation naturally
24-Hour Window:
  • Free-form messages allowed within 24 hours of last customer message
  • After 24 hours, must send template again

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Using the Inbox

1

Open Inbox

Go to Dashboard → Inbox
2

Select Conversation

Click on a contact to view message thread
3

Type Reply

Enter your message in the text box
Only works if customer has replied to you
4

Send

Click send to deliver message

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Best Practices

  • Start with templates: Always initiate with approved template
  • Respond quickly: Reply within 24-hour window
  • Be conversational: Once customer replies, chat naturally
  • Monitor inbox regularly: Don’t miss customer messages

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Troubleshooting

Cause: Customer hasn’t replied yet, or 24-hour window expiredSolution: Send an approved template instead
Check:
  • Inbox shows only WhatsApp (Facebook) messages
  • Other providers’ messages won’t appear
  • Refresh page if needed

WhatsApp Templates

Create templates for first contact

WhatsApp Campaigns

Send templates to multiple contacts