RobofyView customer WhatsApp conversations in one place.
WhatsApp Inbox
One WhatsApp Inbox for Every Customer Conversation
Stay responsive, organised and efficient with a shared WhatsApp inbox. Manage customer conversations in one place, so your team can continue conversations without juggling multiple phones.
For support teams who answer WhatsApp together, and who need to see what the AI already said before they reply.
Inbox
Sarah Johnson14155550198
Hi! I'd like to know more about your plans.
AI AgentSure! I can share the details. Which plan are you interested in?
I can help if you need anything else.
Sarah Johnson
14155550198
sarah.johnson@email.com
Customers
Subscribed
WhatsApp
Overview
What is the WhatsApp Inbox?
The WhatsApp Inbox brings customer conversations into one shared workspace inside Robofy, so your team can pick up a thread without switching between phones.
- Anyone with project access sees the same inbox
- Customer conversation history in one place
- AI Agent and human replies in the same thread
- View and edit contact details inside the inbox
- Media messages are supported
- Conversations can be searched
View and edit customer details directly inside the inbox.
AI Agent messages and human replies stay together in the same conversation.
Send and receive images, video, audio and documents.
WhatsApp Rules
The 24-Hour Window, Handled for You
Reply normally while WhatsApp’s 24-hour customer care window is open. Once it closes, continue the conversation using an approved WhatsApp template.
Reply within 24 hours
You can reply to customer messages normally for 24 hours after the customer’s latest message.
Use approved templates after 24 hours
Once the 24-hour window closes, the normal composer is unavailable. The conversation must continue using an approved WhatsApp template.
The 24-hour customer care window opens only after the customer messages you first. If the customer has never messaged you, start the conversation using an approved template.
Send a New Message
Start a Conversation in Three Steps
Start a new WhatsApp conversation using an approved template.
Send a New Message
Select a recipient
Select an approved template
Fill in the details and send
Inside the Inbox
AI and Your Team, in the Same Conversation
See the customer message, the AI Agent response and the human reply together, with contact information available alongside the conversation.
InboxSynced 12s ago
Sarah Johnson14155550198
Can you tell me which plan includes WhatsApp?
AI AgentThe Growth plan includes WhatsApp messaging for your customer conversations.
Happy to help if you want me to explain the setup.
Here's a quick overview of the setup.
Failed to send
Sarah Johnson
14155550198
sarah.johnson@email.com
Customers
Subscribed
WhatsApp
What You Can See and Send
Everything you need to manage WhatsApp customer conversations in one place.
View all conversations
See customer WhatsApp messages in one shared inbox.
AI Agent messages
AI Agent responses are clearly labelled inside the conversation.
Media support
Send and receive images, video, audio and documents.
Captions are supported for everything except audio.
Per-message status
See delivery status, sending state and failed-send alerts.
Search conversations
Search by profile name, phone number or last message text.
Contact panel
View and edit customer contact details without leaving the inbox.
45-second sync
New messages appear on the next 45-second polling cycle. You can also refresh manually.
Shared access
Anyone with project access sees the same inbox.
Conversation assignment and per-conversation AI pause are not available yet.
Why Robofy
Why Not Just Use WhatsApp on a Phone?
A phone works well for individual conversations. A shared inbox becomes more useful when customer conversations need to be visible across a business.
| Feature | WhatsApp on a Phone | Robofy WhatsApp Inbox |
|---|---|---|
| Shared access | Primarily device/account based | Anyone with project access sees the inbox |
| Conversation history | Harder to share across multiple people | Customer conversations stay in one workspace |
| Search | Standard WhatsApp search | Search profile name, phone number and last message text |
| AI Agent | Not available | AI Agent messages appear in the same thread |
| Contact details | Managed separately | Contact details are available directly inside the inbox |
| Media | Standard WhatsApp media | Images, video, audio and documents remain in the conversation |
| Message delivery information | Standard status indicators | Per-message delivery status, sending state and failure alerts |
Scroll the table sideways to compare
The inbox comes with your WhatsApp API account. See plans and pricing.
For Technical Evaluators
What a Technical Evaluator Needs to Know
- Built on the official WhatsApp Business API
- Handles WhatsApp’s 24-hour customer care window
- Uses approved WhatsApp templates after the 24-hour window
- Supports image, video, audio and document messages
- Captions are supported except for audio
- File names are preserved
- Per-message delivery status is available
- Sending state and failed-send alerts are shown
- Inbox updates on a 45-second polling cycle
- Manual refresh is available
- Search covers profile name, phone number and last message text
- Anyone with project access sees the same inbox
- AI Agent replies are labelled inside the conversation
- Contact details can be viewed and edited inside the inbox
- ISO/IEC 27001:2022 certified
FAQ
Frequently Asked Questions
What teams ask before they move their replies into one place.
Can I reply to a customer at any time?
Only while the 24-hour window is open, which WhatsApp defines as the period after the customer's most recent message to you. Robofy checks the timestamp of their last message and, once more than 24 hours have passed, disables the composer and tells you to send an approved template instead. That rule comes from WhatsApp, not from Robofy, and the inbox enforces it so a message cannot silently fail.
How do I start a conversation with someone who has not messaged me?
Through New Conversation, which walks three steps: enter the recipient's number with its country code and no plus sign, choose an approved template, then fill in any placeholder values. A preview shows the template with your values before it sends. You cannot open a cold conversation with free text, because WhatsApp does not allow it.
Does the inbox show messages my AI agent sent?
Yes. The AI's replies and human replies sit in the same thread, in order, and anything the AI sent is labelled "AI Agent" so you can tell at a glance who said what before you join the conversation.
What can I send besides text?
Images, video, audio and documents. Images and video open full screen in the inbox, documents keep their filename for download, and you can attach a caption to anything except audio, which WhatsApp does not support captions on.
How quickly do new messages appear?
The conversation list refreshes itself in the background every 45 seconds without interrupting what you are typing, and shows when it last synced. There is also a Refresh now button when you do not want to wait.
How do I know a message actually sent?
Each message you send carries its own status: a clock while it is in flight, and an alert icon if it failed, so a failure is visible on the message itself rather than being buried in a log somewhere.
Can I find an old conversation?
Search filters your conversations by the customer's profile name, their phone number, or the text of the last message, so you can find a thread whether you remember who it was or only what it was about.
Can I add someone to my contacts from the inbox?
Yes. The contact panel looks the number up as you open a conversation. If there is no contact yet it offers to create one from that panel, and if there is, you can edit their details and save without leaving the inbox. Either way it writes to the same contact records your campaigns use.
Does opening a conversation clear its unread count?
Yes. Unread counts show on each conversation in the list, up to 99+, and opening one with unread messages marks it read automatically.
Get Started
Pick Up Where the AI Left Off
Bring customer conversations into one inbox, let your AI Agent handle routine replies, and continue the conversation when a person needs to step in.