The Team Inbox is your collaborative hub for all customer conversations on your WABA number.
1. Understanding Your Messaging Setup
First, it's important to identify which Eazybe setup you are using, as this determines the features and rules that apply to you.
Extension-Only User: You use the Eazybe Chrome extension to sync your standard or WhatsApp Business app conversations from your phone to the Team Inbox. You have not connected a WABA account.
WABA-Only User: You use the Eazybe Team Inbox as the main interface for your official WhatsApp Business API number. You do not use the Chrome extension for this number.
Extension + WABA User : You use both the Chrome extension (for one number) and have a separate WABA number connected to Eazybe. This could be the same number for both (Coexistence if WhatsApp Business number) or two different numbers.
2. For Extension-Only Users
If you are an Extension-Only user, your experience in the Team Inbox remains unchanged.
Syncing: Your conversations are synced directly from your WhatsApp Web session.
Messaging: You can send and receive any type of message (text, media, etc.) at any time without restrictions, just as you would on your phone.
3. Key Concepts for WABA-Powered Messaging
If you have a WABA number connected, your messaging capabilities are governed by WhatsApp's policies. Here are the core concepts you need to understand.
The 24-Hour Customer Service Window
To encourage timely responses, WhatsApp enforces a "24-Hour Customer Service Window."
What it is: When a customer sends you a message, a 24-hour window opens. Within this window, you can reply with free-form messages (any text or media).
Window OPEN: The Team Inbox will display the time remaining in the service window (e.g., "15h 30m"). You can chat freely.
Window CLOSED: Once 24 hours have passed since the last customer message, the window closes. The Team Inbox will show "This chat is resolved and expired." You can no longer send free-form messages. You can only send a template message when the window is closed.
The Dynamic Message Composer
The message input area in your Team Inbox will automatically adapt based on the status of the 24-hour window.
Window OPEN: You will see a standard, free-form message composer where you can type any message.
Window CLOSED: The free-form composer will be replaced by a
Send Templatebutton. You MUST use a pre-approved Message Template to re-initiate the conversation.
Sending Message Templates
When the service window is closed or to initiate a new conversation, you must use a Message Template.
Click the
Send Templatebutton.A pop-up will appear, allowing you to select from your list of approved templates. You can search for the template you need.
Each template will show its name, category (e.g., Utility, Marketing) and language.
Select the desired template to send it.
4. How Messaging Works for Your Specific Setup
Scenario A: WABA-Only User
To start a new conversation: You must begin by sending a Message Template. From your Team Inbox, open a new chat, choose your contact, and you will be prompted to select a template.
To reply to a customer:
If the 24-hour service window is open, you can type and send free-form messages.
If the 24-hour service window is closed, you must use the
Send Templatebutton to send a Message Template.
Scenario B: Dual User (Extension + WABA)
This setup requires clear separation and awareness of which channel you are using.
1. Using DIFFERENT Numbers for Extension and WABA
This is the most straightforward dual existence model.
Clear Separation: The Team Inbox will separate conversations based on the number selected from the filter dropdown, indicating whether they belong to your extension-synced number or your WABA number.
Contextual Rules:
When you are in a chat from your extension-synced number, you can send messages freely at any time.
When you are in a chat from your WABA number, all the WABA rules (24-hour window, templates) apply.
Initiating New Chats (WABA number): When starting a new conversation, you will be prompted to Choose Contact and select which number you want to send the message from.
2. Using the SAME Number for Extension and WABA
This powerful setup unifies your communication channels.
Unified View: Conversations from the same contact are merged into a single thread, whether the message came via the API or was synced from your phone app.
WABA is Default: To ensure compliance and leverage API features, any message you send from the Team Inbox will default to using the WABA (Cloud API) channel.
WABA Rules Apply: Because the WABA channel is the default, the messaging composer will follow WABA rules (free-form in the open window, templates required when closed).
5. WABA Message Statuses and Errors
The Team Inbox will display message statuses just like WhatsApp:
Sent: One grey tick.
Delivered: Two grey ticks.
Read: Two blue ticks.
Failed: A red exclamation mark.
We hope this article has helped you better understand how EazyBe works! If you have any questions or need further assistance, feel free to reach out to us at [email protected]. We're happy to help!