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Basics

Three-panel layout:
  • Left - Conversation list
  • Center - Message thread
  • Right - Details panel (contact info, metadata, history)
Search and filter: Search by phone number. Filter by status, WhatsApp number, or assignee. Actions: Send and receive text, images, videos, and documents. Close/reopen conversations. Assign to team members.

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When you can send messages

You can’t send messages when:
  • Conversation is closed
  • A workflow is running (use “Handoff” to take over)

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Conversation modes

ModeIndicatorWhat it means
NormalNo bannerSend freely
Workflow runningWorkflow tab activeInput disabled, click “Handoff” to intervene
HandoffYellow bannerHuman has taken over
FailedRed bannerAutomation stopped due to error

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Handoff

Click “Handoff” when a workflow is running to take control. The workflow pauses immediately and you can reply without the automation interfering. Handoff also activates when a workflow triggers it via HandoffNode.

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Notifications

Toggle browser notifications with the bell icon in the conversation list. You’ll get notified for new inbound messages when the tab isn’t focused or you’re viewing a different conversation.

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Delivery errors

Failed messages show a red warning icon with the error from WhatsApp. Common causes:
  • 24-hour window expired
  • Template not approved
  • Invalid phone number

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Conversation history

The Info tab shows previous conversations with the same phone number: date range, message count, and a link to view the full thread.

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Metadata

Conversation metadata (set via API or workflows) appears in the Info tab. Read-only in the inbox.

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Assignments

Assign conversations to team members.

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Standalone inbox

The inbox is also available at inbox.kapso.ai, separate from the main app. Invite team members to the standalone inbox without giving them access to project settings, workflows, or API keys. Useful for support agents who only need to handle conversations.

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Embedded inbox

Embed the inbox into your own application via iframe. Useful for CRM integrations, customer portals, or internal tools.

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Setup

  1. Go to Project → Inbox Embeds
  2. Create an access token with a name and scope
  3. Copy the embed URL or iframe snippet

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Scopes

Control which conversations are visible:
ScopeDescription
projectAll conversations in the project
whatsapp_configConversations for a specific WhatsApp number
customerConversations for a specific customer

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Security

Allowed origins: Whitelist domains that can embed the inbox. Supports wildcards (*.example.com). Leave empty to allow any origin. Expiration: Optionally set token expiration date.

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Embed code

<iframe
  src="https://inbox.kapso.ai/embed/{token}"
  style="width: 100%; height: 100%; border: 0;"
></iframe>
Real-time message updates work automatically via WebSocket.

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Limitations

  • Contact notes are read-only when using access tokens
  • Cannot create or edit contact notes from embedded inbox