The WhatsApp Inbox in Vixiees centralizes all WhatsApp Business conversations in a single interface, allowing salespeople to manage messages efficiently.
Accessing the Inbox
To access the WhatsApp Inbox:
- Go to the side menu > WhatsApp or Messages
- You will see the list of contacts with active conversations
- Most recent messages appear first
Available Filters
For Administrators
| Filter | Description |
|---|---|
| All | All conversations in the account |
| My contacts | Only contacts assigned to the user |
| Unread | Conversations with pending messages |
For Salespeople
| Filter | Description |
|---|---|
| My contacts | Contacts assigned to the user |
| Unread | Messages pending a response |
Administrators can additionally filter by assigned salesperson.
Message States
Each message shows its delivery state:
| Icon | State | Meaning |
|---|---|---|
| ✓ | Sent | Delivered to Meta's server |
| ✓✓ | Delivered | Reached the contact's device |
| ✓✓ (blue) | Read | The contact opened the message |
| ⚠️ | Failed | Error in sending |
Sending Messages
Within 24 Hours
If the contact has sent a message in the last 24 hours:
- You can reply with free text
- You can send images, documents, audio, or videos
- Templates are not required
After 24 Hours
If more than 24 hours have passed since the contact's last message:
- You must use a Meta-approved template
- Free text messages cannot be sent
- Templates must be in "Approved" status
This is a Meta (formerly Facebook) rule to protect users from spam.
WhatsApp Templates
Templates are pre-approved messages by Meta:
Template States
| State | Description |
|---|---|
| Approved | Ready to use |
| Pending | Under review by Meta |
| Rejected | Does not comply with Meta's policies |
Categories
- Marketing: Promotions and offers
- Utility: Confirmations, reminders
- Authentication: Verification codes
Dynamic Variables
Templates can include variables that are filled in automatically:
- Contact name
- Company name
- Appointment date
- Any custom field
Supported Content Types
You can send and receive:
- Text: Simple text messages
- Images: JPG, PNG
- Documents: PDF, DOC, XLS
- Audio: Voice messages
- Video: MP4
- Location: GPS coordinates
- Contacts: vCard cards
Conversation Assignment
When a contact sends a message:
- A "Inbound WhatsApp" task is created
- It is assigned to the contact's salesperson (if they have one)
- If they have no salesperson, the Sales Brain (Playbook)'s rules are followed
When a salesperson replies:
- They are automatically assigned to the contact
- Future conversations will go to that salesperson
Visual Indicators
| Indicator | Meaning |
|---|---|
| Green dot | Unread message |
| Number in badge | Number of unread messages |
| Last message | Preview of the most recent message |
| Time/date | When the last message was sent |
Pending Responses
The system automatically detects if there is a pending response:
- If the last message was from the contact → Pending response
- If the last message was from the salesperson → Conversation attended
This allows prioritizing contacts who are waiting for a response.
Conclusion
The WhatsApp Inbox allows you to:
- Centralize all conversations in one place
- Filter by read status and assignment
- Comply with Meta's rules (24 hours, templates)
- Send varied multimedia content
- Quickly identify pending conversations
Relevant Scenarios
- Customer service: Quick responses with complete history
- Contact follow-up: Initial contact with approved templates
- Large teams: Distribution of conversations by salesperson
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