> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vobiz.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Using the WhatsApp Inbox

> Manage all WhatsApp conversations from the Vobiz shared inbox - send messages, view history, use canned responses, and collaborate across agents in real time.

[← Back to Messaging](/whatsapp/messaging)

## Inbox Interface

The inbox is divided into four main sections:

### 1. Channel Selector (Top)

Switch between different WhatsApp channels if you have multiple numbers connected.

### 2. Conversation List (Left Sidebar)

All conversations are listed chronologically with:

* Customer name or phone number
* Last message preview
* Timestamp of last activity
* Unread message badge
* 24-hour window indicator

### 3. Message Thread (Center)

The selected conversation displays:

* Complete message history
* Sent/delivered/read status
* Media previews
* Message timestamps
* Message composer at bottom

### 4. Contact Info (Right Sidebar)

Contact details panel showing:

* Contact name and phone number
* Tags and labels
* Custom attributes
* Conversation notes
* Activity timeline

## Sending Messages

### Text Messages

1. Select a conversation from the list or click **New Message**.
2. Type your message in the composer at the bottom.
3. Press Enter or click the Send button.

**Tip:** Use Shift+Enter to add a line break without sending the message.

### Media Messages

1. Click the attachment icon in the message composer.
2. Select file type: Image, Video, Document, or Audio.
3. Choose file from your device (or drag & drop).
4. Add optional caption.
5. Click Send.

**File Limits:** Images (5MB), Videos/Audio (16MB), Documents (100MB).

### Template Messages

Send pre-approved templates when outside the 24-hour window:

1. Click the template icon in the composer.
2. Select a template from your library.
3. Fill in variable placeholders if required.
4. Preview the message.
5. Click Send.

### Canned Responses

Insert saved responses for common questions:

1. Type `/` in the message composer.
2. Browse or search your canned responses.
3. Click to insert (or use arrow keys + Enter).
4. Edit if needed and send.

**Quick tip:** Create shortcuts like `/hours` for business hours, `/track` for order tracking info, etc.

## Receiving Messages

### Real-time Updates

Incoming messages appear instantly in your inbox via WebSocket connection:

* New messages appear with unread badge
* Browser notification (if enabled)
* Desktop notification sound
* Conversation moves to top of list

### Message Status Indicators

* **Queued** - Message is waiting to be sent.
* **Sent** - Delivered to WhatsApp servers.
* **Delivered** - Received on customer's device.
* **Read** - Customer opened the message.
* **Failed** - Message delivery failed.

### 24-Hour Window Indicator

A timer icon shows how much time remains in the 24-hour response window. When it expires, a "Template Required" indicator appears.

## Conversation Management

### Search & Filter

* **Search** - Find conversations by contact name, phone number, or message content.
* **Filter by status** - All, Unread, Active (24h window), Expired.
* **Filter by channel** - View conversations from specific WhatsApp numbers.
* **Filter by tags** - Show conversations with specific labels.

### Conversation Actions

Available actions:

* Mark as read/unread
* Add/remove tags
* Add conversation notes
* Assign to team member
* Archive conversation
* Delete conversation

### Contact Management

From the conversation view, you can:

* View and edit contact details
* Add custom attributes (e.g., customer ID, order number)
* Assign tags for organization
* View conversation history
* Add internal notes (not visible to customer)

### Bulk Actions

Select multiple conversations to:

* Mark all as read
* Apply tags to multiple conversations
* Archive multiple conversations
* Export conversation data

## Keyboard Shortcuts

Speed up your workflow with these keyboard shortcuts:

| Action                 | Shortcut      |
| ---------------------- | ------------- |
| Send message           | Enter         |
| New line               | Shift + Enter |
| Search conversations   | Cmd/Ctrl + K  |
| Next conversation      | ↓ or J        |
| Previous conversation  | ↑ or K        |
| Mark as read           | E             |
| Archive conversation   | A             |
| Insert canned response | `/` then type |
| Attach file            | Cmd/Ctrl + U  |
| Focus message input    | C             |