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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
If a workflow is running, the input is disabled. Click Handoff to take control. See Automation and handoff.

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Message types

You can also reply to specific messages (quoted replies). Reactions from contacts are shown as emoji badges on the target message.

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Interactive messages

Send interactive WhatsApp messages via the + attachment menu:

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Starting a new conversation

Click the compose button in the conversation list header to start a new conversation:
  1. Select a WhatsApp number (production numbers only)
  2. Enter the recipient’s phone number with country code
  3. Pick an approved template
  4. Fill in template parameters
  5. Send

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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

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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

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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)

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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.