The inbox

The OonoBox inbox is where your team views all incoming customer messages and manages replies.

Every message sent or received through OonoBox appears here, organized by conversation. You can search, filter, assign conversations to teammates, and reply.

Viewing conversations

The inbox shows a list of all conversations, newest first. For each one you see:

• Contact name — The customer's name (or phone number if not saved).
• Preview — The last message in the conversation.
• Time — When the most recent message arrived.
• Channel — A badge showing which channel (WhatsApp, Messenger, web chat, etc.).
• Line — Which phone number the conversation is on (if multiple numbers are connected).

Click a conversation to open it and see the full thread.

Filtering by line and channel

If you have multiple WhatsApp numbers or use multiple channels (WhatsApp, Messenger, web chat), you can filter to see only conversations you care about.

Filter by line (if 2+ numbers are connected):

• Click the line filter at the top.
• Check or uncheck numbers to show only conversations on those numbers.

Filter by channel (if 2+ channels are in use):

• Click the channel filter.
• Select WhatsApp, Messenger, web chat, or any other channel in your workspace.
• Conversations are filtered instantly.

Searching

Type in the search box to find a conversation by contact name or phone number. Results update as you type.

The 24-hour window

WhatsApp enforces a 24-hour customer service window. You can reply with free-form text only within 24 hours of the customer's last message.

After 24 hours, you must send a template message to restart the window (templates can be sent anytime).

Each conversation shows:

• SLA badge — How much time remains in the current 24-hour window.
• "Window closed" label — If the window has expired. You'll need to send a template to reply.

Assigning conversations

Click Assign on a conversation to give it to a teammate. The assignment shows who owns the conversation so no one duplicates effort.

To reassign, click the current assignee and pick someone else.

Replying to messages

Open a conversation and type in the message composer at the bottom. You can:

• Send text — Any plain message within the 24-hour window.
• Send a template — Works anytime, even after 24 hours.
• Send media — Photos, videos, documents (if supported on WhatsApp).
• Reaction picker — React with emoji to messages.

When you send a message, it appears in the conversation thread and is logged on the customer's side too.

Message status

Each message shows a status indicator:

• Sending — Message is on its way out of OonoBox.
• Sent — Message left OonoBox; Meta received it.
• Delivered — Message reached the customer's phone.
• Read — Customer opened and read the message.
• Failed — Send failed (e.g., wrong number format, blocked by Meta).

Click a message to see delivery details.

Multi-channel support

The same inbox works across WhatsApp, Messenger, and web chat. Channels are identified by badges on each conversation so you always know which platform you're replying on.

Conversation metadata

At the top of each conversation thread, you see:

• Contact name and phone — The customer's details.
• Channel badge — Which channel (WhatsApp, Messenger, etc.).
• Line — Which phone number (for multi-line workspaces).
• Assign button — Assign to a team member.
• Resolve — Mark the conversation resolved (or reopen it).

Click the contact name to view or edit the contact profile.