The quick answer
Open Marketing → Inbox, choose a channel and select the conversation. On WhatsApp you can send text and supported attachments during the open 24-hour reply window; outside it, choose an approved template and fill its fields. Use Status, Owner and team notes to coordinate follow-up.
Follow these steps
Choose Inbox and select WhatsApp, Instagram or Email. Search for the person; WhatsApp search accepts a name or number with country code.
Open the conversation. Use Load older messages when the saved history extends beyond the current page.
Review Status and Owner. Set Open, Pending or Resolved and assign the permitted teammate responsible for the next response.
On WhatsApp, inspect the window banner. During the open window, write the reply and optionally add a supported attachment. After it closes, select an approved template and fill all required fields and button values.
Review the preview/content, then choose Send. Check the recorded message status instead of treating a queued or provider-accepted message as delivered.
Open Add note about user to save Team notes. Expand Customer details & acquisition history when you need to review CRM name, email, qualification or acquisition evidence.
To begin an owner-number conversation, choose New message or search a full phone number and choose Send template to that number. Review the template and eligible recipient before sending.
Good to know
- Within the open WhatsApp reply window, text/media replies have no Meta messaging charge; provider fees may apply. The screen explains any temporary wallet hold.
- Older safely attributed shared-number replies can be read-only. Connect the club number to continue from this Inbox.
- Team notes are internal and saved in Audience.
- An Instagram comment or story mention is recorded activity; current replies require an eligible DM with an open reply window and enabled sending.
- Completing an internal reminder does not send a reply.
If something isn’t working
- Send disabled? Check content, attachment upload, required template fields, connection/billing status and your reply permission.
- Window closed? Use an approved template; editing the original text does not reopen the service window.
- A message says unavailable? Ask the customer to resend it as supported text or an attachment; unsupported historical content cannot be recovered.
- History could not load? Use its Retry/refresh action before assuming messages are missing.
- Instagram is read-only? Check the selected Instagram account and whether incoming messages and replies are enabled in Settings.
Still need help? Include the club, screen, action and error message so our team can find the right issue.
Contact support