Send a normal reply
For an app-synced conversation—or a WABA conversation whose 24-hour window is open—use the composer below the message history.1
Check the sender and window
Confirm the selected connected number. For a WABA chat, confirm that the timer is still open.
Add image here: Add a screenshot showing the sender and open WABA timer. Save it as
/images/team-inbox/message-check-sender-window.png.2
Write the reply
Enter the message in the composer. Press Shift + Enter for a new line. The text box expands as you type, up to its maximum display height.
Add image here: Add a screenshot showing a draft in the Team Inbox composer. Save it as
/images/team-inbox/message-write-reply.png.3
Send the message
Press Enter or click the send control. The message appears in the history with its delivery indicator.
Add image here: Add a screenshot showing the sent message and delivery indicator. Save it as
/images/team-inbox/message-send-reply.png.Add image here: Add a screenshot showing the timer, attachment, template, Quick Replies, AI rephrase, and send controls. Save it as
/images/team-inbox/message-composer-overview.png.Understand the WABA 24-hour window
A WhatsApp Business API conversation has a customer-service window that opens after the customer messages the business.
The broader Expire time filter can find open windows closing in less than 3, 6, or 12 hours.
Attach a file
1
Open the attachment picker
Click the attachment control in the composer and choose a supported file.
Add image here: Add a screenshot showing the attachment control and operating-system file picker. Save it as
/images/team-inbox/attachment-open-picker.png.2
Review the selected file
Confirm the filename and preview. Add a caption when the composer offers one, or remove the file if it is incorrect.
Add image here: Add a screenshot showing the selected attachment, caption field, and remove control. Save it as
/images/team-inbox/attachment-review-file.png.3
Send the attachment
Click the send control. Team Inbox displays a preview while the upload and send complete.
Add image here: Add a screenshot showing the outgoing file preview. Save it as
/images/team-inbox/attachment-send.png.- Images, video, and audio
- PDF and text files
- Word documents: DOC and DOCX
- Spreadsheets: XLS, XLSX, and CSV
- Presentations: PPT and PPTX
- Archives: ZIP and RAR
Send an approved WhatsApp template
Templates are available for WABA conversations whether the 24-hour window is open or closed.1
Open the template selector
While the window is open, click the document icon with the Send template message tooltip. After expiry, click Send template in the window banner.
Add image here: Add a screenshot showing Template in an open window and Send template in an expired window. Save it as
/images/team-inbox/templates-open-selector.png.2
Find a template
Search by template name. Team Inbox shows approved templates for the selected WABA number, with newer templates first when creation dates are available.
Add image here: Add a screenshot showing the template search field and approved template list. Save it as
/images/team-inbox/templates-search.png.3
Review the preview
Check the template name, language, header media, body, footer, buttons, and any variable count.
Add image here: Add a screenshot showing all visible parts of a template preview. Save it as
/images/team-inbox/templates-review-preview.png.4
Complete every variable
Enter a value for each required placeholder. The same structure is shown in the live preview.
Add image here: Add a screenshot showing all required variable fields completed. Save it as
/images/team-inbox/templates-complete-variables.png.5
Send
Confirm the correct WABA sender and recipient, then click Send Template.
Add image here: Add a screenshot showing the sender, recipient, and final Send control. Save it as
/images/team-inbox/templates-send.png.Use Quick Replies
Quick Replies store frequently used messages.1
Open Quick Replies
Click the message icon with the Quick reply tooltip in the composer.
Add image here: Add a screenshot showing the Quick Replies control and library. Save it as
/images/team-inbox/quick-replies-open.png.2
Find a reply
Search the library or use the sort control to find the reply you need.
Add image here: Add a screenshot showing search, sorting, titles, scopes, and a visible shortcut. Save it as
/images/team-inbox/quick-replies-find.png.3
Apply the reply
Click the reply. Team Inbox either places it in the composer for review or sends it immediately, according to Edit before send.
Add image here: Add a screenshot showing a reply inserted in the composer. Save it as
/images/team-inbox/quick-replies-apply.png.- Places the content in the composer so you can edit it before sending, or
- Sends it immediately.
Find and sort Quick Replies
Search by reply content, name, or the visible/shortcut. Sort the list by:
- Newest first or Oldest first
- Personal first or Shared first
- Title A–Z or Title Z–A
Create a Quick Reply
1
Create a reply
Open Quick Replies and select the create action.
Add image here: Add a screenshot showing Quick Replies and the Add control. Save it as
/images/team-inbox/quick-replies-create.png.2
Add its identity
Enter a clear name so the reply is easy to recognize and search. Existing replies can also display a saved
/shortcut when one is present.Add image here: Add a screenshot showing the Name field in the Quick Reply form. Save it as
/images/team-inbox/quick-replies-name.png.3
Choose visibility
Keep it Personal, or make it Shared with the organization or one selected team.
Add image here: Add a screenshot showing Personal and Shared organization/team choices. Save it as
/images/team-inbox/quick-replies-choose-visibility.png.4
Write the message
Enter the reply text. You can add supported variables from Eazybe and, when connected, HubSpot.
Add image here: Add a screenshot showing the message field and Eazybe/HubSpot variable picker. Save it as
/images/team-inbox/quick-replies-write-message.png.5
Choose sending behavior
Turn Edit before send on if users should review the inserted text first.
Add image here: Add a screenshot showing the Edit before send toggle and attachment behavior. Save it as
/images/team-inbox/quick-replies-edit-before-send.png.6
Save
The reply becomes available in the library to everyone allowed by its scope.
Add image here: Add a screenshot showing the saved reply in the Quick Replies list. Save it as
/images/team-inbox/quick-replies-save.png.Quick Reply variables
Use the variable picker to insert supported customer or sender information. Available sources can include:- Agent name and chat/customer name
- Eazybe profile information
- HubSpot contact properties when HubSpot is connected and a contact is linked
Attachments in Quick Replies
Quick Replies can include supported images, video, audio, and common document types. WABA applies additional format rules; for example, OGG and recorded quick-reply attachments are not supported in that workflow. An attached Quick Reply is sent directly, so review its content and recipient before selecting it. Direct sending is unavailable after the WABA window expires; use an approved template instead.Edit or delete a Quick Reply
Use a reply’s menu to edit its content or delete it. Deleting requires confirmation. Access to shared replies follows their organization or team scope.Rephrase a draft with AI
1
Write at least 10 characters
Enter the draft you want Eazybe to rephrase.
Add image here: Add a screenshot showing a draft of at least 10 characters. Save it as
/images/team-inbox/rephrase-write-draft.png.2
Rephrase the reply
Click the round AI control. Eazybe replaces the draft with rephrased text that keeps the original meaning.
Add image here: Add a screenshot showing the enabled AI control and generated wording. Save it as
/images/team-inbox/rephrase-click-ai.png.3
Review before sending
Read the replacement text, edit it if needed, and send it when it is correct for the customer.
Add image here: Add a screenshot showing the reviewed rephrased draft. Save it as
/images/team-inbox/rephrase-review-send.png.