When you can send messages
You can send messages when:- The conversation is active (not ended)
- No workflow is running, or the workflow is in handoff or failed state
Message types
| Type | Max size | Notes |
|---|---|---|
| Text | — | Enter to send, Shift+Enter for newlines |
| Image | 5 MB | Via file picker, drag-and-drop, or paste |
| Video | 16 MB | |
| Audio | 16 MB | |
| Document | 100 MB | |
| Voice message | — | Record from browser mic |
Interactive messages
Send interactive WhatsApp messages via the+ attachment menu:
| Type | Details |
|---|---|
| Buttons | Body + up to 3 reply buttons (max 20 chars each). Optional header (text/image/video/document) and footer. |
| List | Body + sections with up to 10 total rows. Each row has a title and optional description. |
| CTA URL | Body + button with text and URL. Optional header and footer. |
| WhatsApp Flow | Select a published Flow, set body, header, footer, and CTA button text. |
Starting a new conversation
Click the compose button in the conversation list header to start a new conversation:- Select a WhatsApp number (production numbers only)
- Enter the recipient’s phone number with country code
- Pick an approved template
- Fill in template parameters
- Send
Delivery errors
Failed messages show a red warning icon with the error from WhatsApp. Common causes:- 24-hour customer service window expired
- Template not approved
- Invalid phone number
Assignments
Assign conversations to team members from the Info tab in the detail sidebar.- One active assignment per conversation
- Creating a new assignment automatically deactivates the previous one
- Not available in the embedded inbox
Contact info
The Info tab in the detail sidebar shows:- Display name — Editable inline
- Phone number
- Metadata — Read-only, set via API or workflows
- Notes — Add and edit notes on a contact (session auth only, not available in embedded inbox)