Overview
Once WhatsApp is connected, every message to your business number appears in WA Inbox — text, images, video, documents, voice notes, locations and contacts. Filter the list with All, Mine, Unread and Needs reply, search by name or number, or filter by label.
The 24-hour window
WhatsApp lets a business send free-form messages only within 24 hours of the customer's last message. Each chat shows how much time is left.
- Inside the window: type anything, send files and use quick replies.
- After it closes: you can only send an approved template. When the customer replies, the window opens again.
Working a chat
Quick replies
Save answers you send often — prices, address, brochure text — as quick replies. In the message box, type / and a few letters to find one. Admins and managers can add and edit them with Manage.
Chats and leads
Someone who messages you after clicking a WhatsApp ad becomes a lead automatically. Other new chats stay in the inbox until you click Create lead, so personal or supplier messages don't become leads. If the number already belongs to a lead, the chat is linked to it and the conversation appears on the lead record.
Opt-outs and blocking
When a customer opts out (for example by replying STOP) or you block a number, Telemantix stops sending to them — no templates, campaign messages or automation messages go out to that number until the opt-out is removed.
Common issues
“Failed to send message”
Usually your WhatsApp access token has expired. Reconnect WhatsApp in Integrations using a permanent System User token (see the WhatsApp setup guide), then try again.
Can't type a normal message
The 24-hour window has closed. Send an approved template instead; the window reopens when they reply.
New messages don't appear
Check the webhook is subscribed to the messages field in your Meta app (WhatsApp → Configuration).
Still stuck?
WhatsApp us on +91 99103 43016 or raise a ticket from Support Tickets inside the app.
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