Steps
- Open Inbox in the Leads menu. Waiting for reply lists customers who wrote last.
- Click a chat to read it. On a phone it opens full screen; Back returns to the list.
- Pick where to answer: WhatsApp, Messenger, Instagram or a reply to their comment.
- Type your reply, or press Suggest a reply for a draft. Once you have typed something it becomes Improve with AI and corrects your words for this chat (Undo puts them back). Then click Send.
- To pass a chat on, choose a teammate in Handled by. It shows in their Mine tab.
Good to know
Keep the Inbox open: a New messages strip appears when someone writes. Use the channel filter to clear WhatsApp first.
Official WhatsApp sends your own words only within 24 hours of the customer's last message; otherwise the Inbox offers Send it from WhatsApp on your phone. A Facebook comment gets one private reply, within 7 days.
Each reply shows who sent it; auto-replies show as Automatic. Your team sees only the leads they may see.