Work from the shared Inbox
Inbound customer messages appear in Inbox for authorized workspace members. Use the workspace unread total, quick queues, filters, newest/oldest sorting, and safe device-local saved views to return to daily work quickly. Saved views never retain search text, customer or contact data, or message data. Reply and internal-note drafts recover privately for the signed-in workspace member and stay separate for each conversation and composer mode.
Prioritize the next conversation
Needs attention is an authoritative queue of open conversations across the workspace, not a reordering of only the page in view. Wepy shows the first reason that placed each conversation in the queue. Delivery uncertainty, delivery failure, and a reply rejected by the queue come first; then a waiting customer whose reply window is closing, a waiting customer who needs an approved-template follow-up, another waiting customer, unread or manually unread work, and unassigned work. A closing or closed reply window does not add a quiet conversation by itself.
- Use a free-form service reply only while Meta shows the customer-service window as open.
- Outside that window, an eligible owner or admin can follow Create WhatsApp campaign. Wepy carries the current contact and Meta sender into a new one-contact campaign, but still requires an approved template, current eligibility checks, review, and explicit launch confirmation before anything is sent.
- Use Assign to me or Take ownership before replying, Resolve or Reopen to manage the queue, and Mark unread when the conversation needs another pass.
- Reply and internal-note drafts stay separate for each conversation. A saved reply appends to unfinished reply text instead of replacing it.
- If Wepy cannot confirm whether the customer-owned provider accepted a reply, check the provider message history and use the explicit acknowledgement before preparing another send. This prevents an automatic duplicate.
- Open the compact customer context for the selected conversation to review channel consent, capped Lists and Tags, and recent metadata-only activity without leaving the Inbox.
- Open View contact profile when you need the broader Contact 360 record; the compact Inbox context does not replace it.
- Treat conversation text, notes, phone numbers, and attachments as customer data.
Customer context stays bounded
Compact customer context is tenant scoped and intentionally limited. It does not include message bodies, provider payloads, consent source details, custom fields, or dynamic Segment membership. Saved views do not store this context.
Team changes stay safe
If a teammate changes the conversation first, Wepy rejects the stale action. Reload the latest conversation before retrying so newer ownership, status, or reply work is not overwritten.
Draft recovery stays private
If the same reply or note draft changes in another supported session, choose which copy to keep. Wepy does not silently combine or overwrite conflicting customer communication.
Private media
Authenticated inbound media is private and expires sooner than message history. Download only what your team needs and follow your own customer-data policy.
Consent and inbound automations
An inbound WhatsApp conversation does not silently subscribe the contact to email marketing. STOP removes WhatsApp marketing permission and START records renewed WhatsApp permission. Campaign eligibility still uses the contact's explicit channel consent.
- Create an inbound WhatsApp workflow only for a clear customer-service or permissioned marketing purpose.
- Choose Any message or a bounded Contains, Equals, or Starts with condition.
- Select the intended sender number before activation.
- Review Automations > Runs and Results > WhatsApp using statuses and counts; do not paste message content into support reports.