Using WhatGenius

Using the Inbox

Last updated on April 2, 2026

Overview

The Inbox (also called Messenger) is where you read and reply to WhatsApp conversations in real time. Each WhatsApp number your workspace has connected gets its own inbox. Conversations appear as contacts reply to your campaigns or message you directly.

Before you start

  • You need the view_inbox permission.
  • At least one WhatsApp number must be in Ready status before any conversations can appear.

How to open the Inbox

  1. Click Inbox in the left sidebar.
  2. A selection screen appears showing all your WhatsApp numbers that are currently in Ready status.
  3. Each number shows the phone number, its status, and an unread message count badge.
  4. Click the number whose inbox you want to open.

You are taken to the full messenger view for that number.

The messenger layout

The messenger is a two-panel view that fills the entire screen (the main header and sidebar are hidden to give you more space).

Left panel — Conversation list

  • A search bar at the top to search through conversations.
  • A scrollable list of all conversations for the selected number.
  • Each conversation shows the contact’s name, a preview of the last message, and the timestamp of the last activity.
  • Conversations with unread messages display a badge with the unread count.
  • Click any conversation to open it in the right panel.

Right panel — Message thread

  • The selected conversation’s full message history, scrollable from top to bottom.
  • Each message shows:
    • The message content
    • The time it was sent
    • Whether it was sent or received (incoming messages appear on the left, outgoing on the right)
    • A delivery status indicator for outgoing messages (Sent, Delivered, or Read)
  • At the bottom of the panel, the message composer lets you write and send a reply.

How to send a reply

  1. Click into the text field at the bottom of the right panel.
  2. Type your message.
  3. Optionally:
    • Click the emoji icon (smiley face) to insert an emoji.
    • Click the attachment icon (paperclip) to attach a file or image.
  4. Click the Send button (arrow icon) or press Enter to send your message.

Your reply will appear in the thread immediately and will be delivered to the contact via WhatsApp.

Switching between numbers

To view the inbox of a different WhatsApp number:

  1. Click Inbox in the left sidebar again.
  2. The number selection screen reappears.
  3. Click the number you want to switch to.

Tips & things to know

  • The Inbox is for inbound conversations only. To send a message to a contact who has not messaged you first, you need to use a Campaign (which requires an approved template) or the “Send message” quick action on the dashboard.
  • Unread badges update automatically as new messages arrive — you do not need to refresh the page.
  • The search bar in the left panel searches through conversation names and message previews for the currently selected number.
  • Messages in the inbox are real-time — if a contact sends a message while you have the inbox open, it will appear automatically without requiring a refresh.
  • The Inbox does not support sending template messages directly — it is designed for free-form replies within the 24-hour WhatsApp conversation window.
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