> ## Documentation Index
> Fetch the complete documentation index at: https://help.eazybe.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Messages, Templates & Quick Replies

> Reply from Team Inbox with text, files, WhatsApp templates, quick replies, and AI rephrasing while following the 24-hour WABA window.

The composer changes according to the conversation's WhatsApp source and its messaging-window state. Always check the sender, the window timer, and whether the number is connected before sending.

## 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.

<Steps>
  <Step title="Check the sender and window">
    Confirm the selected connected number. For a WABA chat, confirm that the timer is still open.

    <Info>
      **Add image here:** Add a screenshot showing the sender and open WABA timer. Save it as `/images/team-inbox/message-check-sender-window.png`.
    </Info>
  </Step>

  <Step title="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.

    <Info>
      **Add image here:** Add a screenshot showing a draft in the Team Inbox composer. Save it as `/images/team-inbox/message-write-reply.png`.
    </Info>
  </Step>

  <Step title="Send the message">
    Press **Enter** or click the send control. The message appears in the history with its delivery indicator.

    <Info>
      **Add image here:** Add a screenshot showing the sent message and delivery indicator. Save it as `/images/team-inbox/message-send-reply.png`.
    </Info>
  </Step>
</Steps>

The selected connected or viewed number is used as the sender. Outgoing messages show sender information so teammates can understand who replied.

<Info>
  **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`.
</Info>

## Understand the WABA 24-hour window

A WhatsApp Business API conversation has a customer-service window that opens after the customer messages the business.

| State            | What Team Inbox shows                                                                                                                       | How to send                                     |
| ---------------- | ------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------- |
| **Open**         | A countdown timer, normal composer, and a note that templates are also available.                                                           | Send text/files or an approved template.        |
| **Closing soon** | The timer becomes more prominent as time runs down. The **Closing window** list includes open chats with about two hours or less remaining. | Reply before expiry or use a template later.    |
| **Critical**     | The timer uses critical styling near expiry.                                                                                                | Send immediately if a normal reply is required. |
| **Expired**      | The normal composer is replaced by a banner explaining that only WABA templates can be delivered.                                           | Select **Send template**.                       |
| **Disconnected** | History remains available with **Reconnect this WABA to reply**.                                                                            | Reconnect the number first.                     |

The broader **Expire time** filter can find open windows closing in less than 3, 6, or 12 hours.

<Warning>
  A normal message cannot reopen an expired WABA conversation. Send an approved template and wait for the customer to respond before continuing with normal replies.
</Warning>

## Attach a file

<Steps>
  <Step title="Open the attachment picker">
    Click the attachment control in the composer and choose a supported file.

    <Info>
      **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`.
    </Info>
  </Step>

  <Step title="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.

    <Info>
      **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`.
    </Info>
  </Step>

  <Step title="Send the attachment">
    Click the send control. Team Inbox displays a preview while the upload and send complete.

    <Info>
      **Add image here:** Add a screenshot showing the outgoing file preview. Save it as `/images/team-inbox/attachment-send.png`.
    </Info>
  </Step>
</Steps>

Supported uploads include:

* 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

The maximum file size is **16 MB**.

## Send an approved WhatsApp template

Templates are available for WABA conversations whether the 24-hour window is open or closed.

<Steps>
  <Step title="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.

    <Info>
      **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`.
    </Info>
  </Step>

  <Step title="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.

    <Info>
      **Add image here:** Add a screenshot showing the template search field and approved template list. Save it as `/images/team-inbox/templates-search.png`.
    </Info>
  </Step>

  <Step title="Review the preview">
    Check the template name, language, header media, body, footer, buttons, and any variable count.

    <Info>
      **Add image here:** Add a screenshot showing all visible parts of a template preview. Save it as `/images/team-inbox/templates-review-preview.png`.
    </Info>
  </Step>

  <Step title="Complete every variable">
    Enter a value for each required placeholder. The same structure is shown in the live preview.

    <Info>
      **Add image here:** Add a screenshot showing all required variable fields completed. Save it as `/images/team-inbox/templates-complete-variables.png`.
    </Info>
  </Step>

  <Step title="Send">
    Confirm the correct WABA sender and recipient, then click **Send Template**.

    <Info>
      **Add image here:** Add a screenshot showing the sender, recipient, and final Send control. Save it as `/images/team-inbox/templates-send.png`.
    </Info>
  </Step>
</Steps>

The preview supports text, image, video, or document headers and URL or phone buttons when configured in the approved template.

If a template is missing, confirm that it is approved and belongs to the WABA number selected as the sender.

## Use Quick Replies

Quick Replies store frequently used messages.

<Steps>
  <Step title="Open Quick Replies">
    Click the message icon with the **Quick reply** tooltip in the composer.

    <Info>
      **Add image here:** Add a screenshot showing the Quick Replies control and library. Save it as `/images/team-inbox/quick-replies-open.png`.
    </Info>
  </Step>

  <Step title="Find a reply">
    Search the library or use the sort control to find the reply you need.

    <Info>
      **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`.
    </Info>
  </Step>

  <Step title="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**.

    <Info>
      **Add image here:** Add a screenshot showing a reply inserted in the composer. Save it as `/images/team-inbox/quick-replies-apply.png`.
    </Info>
  </Step>
</Steps>

Depending on that reply's setting, Team Inbox either:

* Places the content in the composer so you can edit it before sending, or
* Sends it immediately.

Replies with attachments must be sent directly and cannot use **Edit before send**.

### 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

The scope on each reply explains who can use it: personal, organization, or a selected team.

### Create a Quick Reply

<Steps>
  <Step title="Create a reply">
    Open Quick Replies and select the create action.

    <Info>
      **Add image here:** Add a screenshot showing Quick Replies and the Add control. Save it as `/images/team-inbox/quick-replies-create.png`.
    </Info>
  </Step>

  <Step title="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.

    <Info>
      **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`.
    </Info>
  </Step>

  <Step title="Choose visibility">
    Keep it **Personal**, or make it **Shared** with the organization or one selected team.

    <Info>
      **Add image here:** Add a screenshot showing Personal and Shared organization/team choices. Save it as `/images/team-inbox/quick-replies-choose-visibility.png`.
    </Info>
  </Step>

  <Step title="Write the message">
    Enter the reply text. You can add supported variables from Eazybe and, when connected, HubSpot.

    <Info>
      **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`.
    </Info>
  </Step>

  <Step title="Choose sending behavior">
    Turn **Edit before send** on if users should review the inserted text first.

    <Info>
      **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`.
    </Info>
  </Step>

  <Step title="Save">
    The reply becomes available in the library to everyone allowed by its scope.

    <Info>
      **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`.
    </Info>
  </Step>
</Steps>

### 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

The value is resolved for the current conversation at sending time. If a value is unavailable or unsupported for that sending method, Team Inbox warns you rather than silently sending incorrect content.

### 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

<Steps>
  <Step title="Write at least 10 characters">
    Enter the draft you want Eazybe to rephrase.

    <Info>
      **Add image here:** Add a screenshot showing a draft of at least 10 characters. Save it as `/images/team-inbox/rephrase-write-draft.png`.
    </Info>
  </Step>

  <Step title="Rephrase the reply">
    Click the round AI control. Eazybe replaces the draft with rephrased text that keeps the original meaning.

    <Info>
      **Add image here:** Add a screenshot showing the enabled AI control and generated wording. Save it as `/images/team-inbox/rephrase-click-ai.png`.
    </Info>
  </Step>

  <Step title="Review before sending">
    Read the replacement text, edit it if needed, and send it when it is correct for the customer.

    <Info>
      **Add image here:** Add a screenshot showing the reviewed rephrased draft. Save it as `/images/team-inbox/rephrase-review-send.png`.
    </Info>
  </Step>
</Steps>

If the draft is shorter than 10 characters, the control remains unavailable and its tooltip explains the minimum length.

## Know what was sent

After sending, use the message indicator to check whether it is pending, sent, delivered, read, or failed. For file messages, the conversation shows an optimistic preview while the send completes.

<Tip>
  For an expired WABA chat, do not use a direct-send Quick Reply. If the wording is reusable, create or choose an approved WhatsApp template with the same intent.
</Tip>