Reply to customers
Send text, media, voice messages, templates, saved replies, interactive messages, and forms.
Open a conversation in Inbox and use the composer below its messages to reply. Check the WhatsApp reply window before choosing how to send. Use a message template when the window is closed.
Before you start
Who can do this: the owner or members whose role includes sending messages in conversations they can access. Your phone number must be available for sending, and the contact must be unblocked.
Check the reply window
The line below the contact's name estimates the time left in the WhatsApp reply window (1). The estimate uses loaded customer messages. When it appears closed, the composer becomes read-only for ordinary replies and offers Templates (2).
WhatsApp allows ordinary replies during its 24-hour customer service window. A new customer message restarts that window. Outside it, send an approved message template. The status line is an estimate; WhatsApp decides whether a send is allowed.
If the estimate is unknown, the remaining-time line is absent and the composer offers a template. Sending a template does not itself make the ordinary reply window open.
Send a text reply
Write your message
Type in Message. Press Shift+Enter for a new line.
Add an emoji if needed
Select Insert emoji, then Emojis in Emojis & Stickers. Choose an emoji to insert it at the cursor.
Send
Select Send or press Enter. If a saved reply suggestion list is open, Enter inserts the selected reply first.
To quote a customer's message, open its Message actions and choose Reply, then compose your response.
Send a sticker
Open Insert emoji and choose Stickers. Selecting a saved sticker sends it. Saving or removing stickers requires permission to organize messages. You can use Save sticker from a sticker's message menu or Add new sticker in the tray when available.
Attach a file
Choose a file
Select Attach, then Attach a file. Choose one supported file from your computer.
Review the attachment
Check its preview. Images, videos, and documents can have a Caption. Audio and stickers are sent without text. Use the attachment's remove control if you need to choose another file.
Send the attachment
Select Send. The composer shows upload and processing progress when needed. Follow any format, size, or caption error shown beside your draft.
The current file picker accepts JPEG/PNG images, MP4/3GP videos, PDF documents, WebP stickers, and supported audio formats. Available types depend on what this conversation can send.
Record a voice message
Start with an empty composer and no attachment. Select Voice message and allow microphone access. Select Pause recording to review it with Play recording. Use Resume recording when available, Delete recording to discard it, or Send voice message to send it.
If recording is unavailable, select the voice control to see the reason. Your browser must support recording, and audio sending must be available for this conversation.
Send a message template
Open the template picker
Select Templates. In Send a template, use Search templates to find an approved, sendable message template for the conversation's WhatsApp account.
Review and fill the template
Choose the message template. Fill its required variables and any required media. Check the preview.
Send the template
Select Send template. Marketing message templates cannot be sent to a contact who has opted out of marketing.
Insert a saved reply
Type / at the start of your message or after a space. Continue typing a shortcut to narrow the suggestions. Use Up/Down, then Enter or Tab to insert a reply. Review and personalize it before selecting Send.
You can also select Saved replies, or choose a suggestion above an empty composer. These choices insert a draft. See saved replies for attachments, variables, and plan capacity.
Send an interactive message
Choose a message type
Select Attach, then Buttons, List, or Link button. These options need an open reply window and no attachment in your draft.
Add content and choices
Fill Message body (1), the choices or link for your selected type, and an optional header and footer. Check Preview (2).
Send
Select Send message when the fields are valid.
Send a form
Open the form dialog
Select Attach, then Form (Flow). You need a published form on the conversation's WhatsApp account, an open reply window, and no draft attachment.
Choose the form and message
Choose Published form (1) and its entry screen. Fill Message body (2) and Button label. You can also add an optional header and footer.
Review and send
Review Message preview, then select Send form (3). Customers open the form in WhatsApp.
Troubleshooting
If the composer is disabled, read its explanation. You may need sending permission, an available phone number, or an unblocked contact. Select Try again if the dashboard could not check sending availability.
A failed message shows Failed and a failure icon. Hover or focus the icon to read the reason, or open Message info. When a details link is available, follow the error's details link for more information. Some errors show details text without a clickable link.
Use Resend when offered after addressing the cause. It creates a new attempt; the original message remains failed. See message delivery and actions.