> ## 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.

# Team Inbox

> Learn how to view incoming and outgoing messages between your WABA and customers

The Team Inbox serves as your collaborative hub for all customer conversations on your WABA number. This guide explains how messaging works based on your specific setup.

## Understanding Your Messaging Setup

Your experience in the Team Inbox depends on how you've configured your WhatsApp integration:

<CardGroup cols={3}>
  <Card title="Extension-Only User" icon="puzzle-piece">
    Uses Chrome extension to sync WhatsApp conversations without WABA connection
  </Card>

  <Card title="WABA-Only User" icon="cloud">
    Uses Team Inbox as the primary interface for official WhatsApp Business API
  </Card>

  <Card title="Extension + WABA User" icon="layer-group">
    Operates both channels simultaneously for maximum flexibility
  </Card>
</CardGroup>

## For Extension-Only Users

Your experience in the Team Inbox remains unchanged. Key features include:

* Conversations sync directly from WhatsApp Web
* You can send and receive any type of message (text, media, etc.) at any time without restrictions

<img src="https://mintcdn.com/eazybe/Xshd-hzEL4uRgOQ3/images/1589309753.png?fit=max&auto=format&n=Xshd-hzEL4uRgOQ3&q=85&s=525d7f855caec30139b4e654fc77de7a" alt="Extension User Interface" width="1918" height="907" data-path="images/1589309753.png" />

## Key Concepts for WABA-Powered Messaging

### The 24-Hour Customer Service Window

WhatsApp enforces specific messaging windows that determine how you can communicate with customers:

<AccordionGroup>
  <Accordion title="Window OPEN" icon="clock">
    When a customer messages you, a 24-hour window opens. The Team Inbox displays the time remaining (e.g., "15h 30m"). During this window, free-form messaging is allowed.

    <img src="https://mintcdn.com/eazybe/Xshd-hzEL4uRgOQ3/images/1589300920.png?fit=max&auto=format&n=Xshd-hzEL4uRgOQ3&q=85&s=fb9097eefa604d2666a97a6c5d2a0482" alt="Window Open Status" width="1918" height="907" data-path="images/1589300920.png" />
  </Accordion>

  <Accordion title="Window CLOSED" icon="lock">
    After 24 hours without customer interaction, the window closes. The display shows "This chat is resolved and expired." Only template messages are permitted.

    <img src="https://mintcdn.com/eazybe/Xshd-hzEL4uRgOQ3/images/1589282163.png?fit=max&auto=format&n=Xshd-hzEL4uRgOQ3&q=85&s=01a5c6b0fc05bcbcb5f1252bf3e02125" alt="Window Closed Status" width="1918" height="908" data-path="images/1589282163.png" />
  </Accordion>
</AccordionGroup>

### The Dynamic Message Composer

The message input area adapts automatically based on the window status:

* **Open window:** Standard free-form composer for unrestricted messaging
* **Closed window:** "Send Template" button replaces the composer

<img src="https://mintcdn.com/eazybe/Xshd-hzEL4uRgOQ3/images/1589289300.png?fit=max&auto=format&n=Xshd-hzEL4uRgOQ3&q=85&s=f2734297e4f48fbae8cda1d89c98e6a2" alt="Dynamic Message Composer" width="1917" height="823" data-path="images/1589289300.png" />

### Sending Message Templates

When the messaging window is closed, follow these steps to send a template:

<Steps>
  <Step title="Click Send Template">
    Click the **Send Template** button in the message composer area.
  </Step>

  <Step title="Browse Templates">
    A pop-up appears displaying your approved templates list.

    <img src="https://mintcdn.com/eazybe/Xshd-hzEL4uRgOQ3/images/1589292361.png?fit=max&auto=format&n=Xshd-hzEL4uRgOQ3&q=85&s=ac9e5389cf5e2c8cab0a6e15562c309f" alt="Template Selection" width="1917" height="827" data-path="images/1589292361.png" />
  </Step>

  <Step title="Review Template Details">
    View each template's name, category, and language to select the appropriate one.
  </Step>

  <Step title="Send Template">
    Select your desired template to send it to the customer.
  </Step>
</Steps>

## How Messaging Works for Your Specific Setup

### Scenario A: WABA-Only User

<Info>
  As a WABA-only user, all your messaging follows WhatsApp Business API rules.
</Info>

* **Starting conversations:** Requires selecting a Message Template
* **Replying to customers:** Depends on window status—free-form if open, templates only if closed

<img src="https://mintcdn.com/eazybe/Xshd-hzEL4uRgOQ3/images/1589294503.png?fit=max&auto=format&n=Xshd-hzEL4uRgOQ3&q=85&s=2a4b335c30c2bf280b096d573e97105b" alt="WABA-Only Messaging" width="1918" height="908" data-path="images/1589294503.png" />

### Scenario B: Dual User (Extension + WABA)

#### Using Different Numbers

When your extension and WABA use different phone numbers:

* Team Inbox separates conversations by number filter
* **Extension-synced chats:** Message freely anytime without restrictions
* **WABA chats:** Follow WABA rules (24-hour window, templates)
* **New chats:** Prompt appears to choose contact and select sending number

<img src="https://mintcdn.com/eazybe/Xshd-hzEL4uRgOQ3/images/1589299274.png?fit=max&auto=format&n=Xshd-hzEL4uRgOQ3&q=85&s=d686968e13b69ad7d6936781c4335634" alt="Dual User Different Numbers" width="1917" height="911" data-path="images/1589299274.png" />

#### Using the Same Number

When both channels share the same phone number:

<Warning>
  **WABA is Default:** Any message you send from the Team Inbox will default to using the WABA (Cloud API) channel. WABA rules apply automatically.
</Warning>

* Conversations merge into single threads
* All messages follow WABA messaging rules

## WABA Message Statuses and Errors

Understanding message status indicators helps you track delivery:

| Status        | Indicator            | Meaning                                 |
| ------------- | -------------------- | --------------------------------------- |
| **Sent**      | One grey tick        | Message sent to WhatsApp servers        |
| **Delivered** | Two grey ticks       | Message delivered to recipient's device |
| **Read**      | Two blue ticks       | Recipient has read the message          |
| **Failed**    | Red exclamation mark | Message failed to send                  |

## Need Help?

If you have any questions or need further assistance, feel free to reach out to us at [hey@eazybe.com](mailto:hey@eazybe.com). We're happy to help!