Who replies
Channel assignment rules direct conversations to a text agent, person, or configured rotation. Human takeover depends on permissions and organization assignment protection. Merely creating a text agent does not route messages to it: connect the agent in the channel’s assignment settings. Conversations can be open or closed. Closing preserves history and can trigger automations. Snoozed has no filter or action in the current interface.WhatsApp reply window
The app tracks the 24-hour window from the customer’s latest message. Free-form replies and quick replies become unavailable when it expires; use an approved template when the composer requires one. An outgoing message alone does not restart the customer-message clock.Availability and limits
Channel counts depend on the plan; reaching the limit produces a channel-limit notice. Inbox automation rules, lead-management deadlines, and softphone/contact-center functions have separate organization add-ons. The new-channel dialog currently connects WhatsApp Business. Instagram and Messenger show Coming soon, and manual credential setup does not complete a connection. The inbox supports individual conversations; group and community management is not offered here. SMS, email, translation, AI reply suggestions, and internal mentions are not available in this composer. Start by connecting WhatsApp, configuring channel assignment, and sending a controlled message to verify the reply path.Frequently asked questions
Why isn’t my text agent answering?
Why isn’t my text agent answering?
Check that the channel is active, its matching rule points to that agent, business hours permit AI replies, and the conversation has not been taken over by a person.
Does closing erase messages?
Does closing erase messages?
No. Use the Closed filter to inspect the thread.
Can I connect Instagram?
Can I connect Instagram?
The current new-channel dialog marks Instagram and Messenger as Coming soon.