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

# Messaging

> Send and receive messages from the inbox

## 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](/docs/platform/inbox/automation).

## 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                  |

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

## 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:

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

## 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](/docs/platform/inbox/embedded)

## 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)

## 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.