Use the WhatsApp Commerce inbox after the account, webhook and catalog setup are ready.

Find a conversation

  1. Open WhatsApp Commerce.
  2. Search the conversation list.
  3. Use Unread, Unassigned or Assigned to me filters if needed.
  4. Use CRM status and label filters where helpful.
  5. Open the correct contact and read the conversation.

Reply to the customer

  • Write the reply in the composer.
  • Use the attachment control for a permitted file.
  • Check the recipient and message before sending.
  • Sending is a real customer communication.

Send a product catalog message

  1. Open the product-catalog control.
  2. Search and select the intended products.
  3. Review the recipient and selected items.
  4. Send only when ready.

Understand the message window

  • Free-form replies depend on Meta’s customer-service window.
  • Approved templates are needed outside that window.
  • Check the current WhatsApp messaging policy.

Use Contact CRM

  • Status: record the contact’s current CRM state.
  • Assignee: select a teammate or use Assign to me where permitted.
  • Labels: use clear, consistent tags.
  • Notes: add a private team note. This is not a customer reply.
  • Review Past Orders and Activity.
  • CRM labels/status do not change order payment or delivery status.

If the inbox or sending does not work

  • Check account connection, webhook verification and catalog sync.
  • Read any Syncing products or error message.
  • Clear filters if a conversation is missing.
  • Check the allowed message type before retrying.
  • Avoid duplicate sends when the first result is uncertain.