> ## Documentation Index
> Fetch the complete documentation index at: https://docs.callkaro.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# WhatsApp Inbox

> View and reply to WhatsApp conversations

## 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`

<Note>
  Inbox displays WhatsApp (Facebook) messages only, not from other providers.
</Note>

***

## Viewing Conversations

The Inbox displays:

* **Inbound messages:** Messages received from customers
* **Outbound messages:** Messages sent by your agents
* **Conversation threads:** Grouped by contact

***

## Sending Messages

### First Contact Rule

<Warning>
  **First message to a user MUST be a template.** You cannot send free-form messages initially.
</Warning>

**How to send first message:**

1. Send via [WhatsApp Campaign](/whatsapp/campaigns)
2. Or use Whatsapp Configuration Tab in agent page

***

### 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

***

## Using the Inbox

<Steps>
  <Step title="Open Inbox">
    Go to **Dashboard → Inbox**
  </Step>

  <Step title="Select Conversation">
    Click on a contact to view message thread
  </Step>

  <Step title="Type Reply">
    Enter your message in the text box

    <Note>
      Only works if customer has replied to you
    </Note>
  </Step>

  <Step title="Send">
    Click send to deliver message
  </Step>
</Steps>

***

## 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

***

## Troubleshooting

<AccordionGroup>
  <Accordion title="Cannot send message" icon="ban">
    **Cause:** Customer hasn't replied yet, or 24-hour window expired

    **Solution:** Send an approved template instead
  </Accordion>

  <Accordion title="Messages not showing" icon="eye-slash">
    **Check:**

    * Inbox shows only WhatsApp (Facebook) messages
    * Other providers' messages won't appear
    * Refresh page if needed
  </Accordion>
</AccordionGroup>

***

## Related Documentation

<CardGroup cols={2}>
  <Card title="WhatsApp Templates" icon="file-lines" href="/whatsapp/templates">
    Create templates for first contact
  </Card>

  <Card title="WhatsApp Campaigns" icon="bullhorn" href="/whatsapp/campaigns">
    Send templates to multiple contacts
  </Card>
</CardGroup>