Contact Details
The right-side Contact Drawer in the inbox empowers your agents with customer context while handling conversations.
Contact Information Drawer
When a conversation is selected, the right drawer displays:
- Contact Name & Phone: View and edit the customer's display name or phone number.
- Assigned Lists: View which audience lists or segments this contact belongs to, or assign new lists on the fly.
- Custom Attributes: View and update custom metadata (e.g.
ACCOUNT_ID,SUBSCRIPTION_TIER,CITY). - Internal Notes: Write private notes visible only to your teammates (never sent to the customer).
Internal Team Notes
Often, multiple team members or supervisors need to discuss a customer inquiry without exposing internal discussions to the customer:
How Internal Notes Work
- Add a note in the Internal Notes field within the contact drawer.
- The note is saved to the customer's record and displayed in the timeline with a distinct yellow/neutral note background.
- Teammates reviewing the conversation in the future can immediately understand past context, refunds, or special customer requests.
- If using the Slack Bridge, you can also add notes directly from Slack by prefixing your reply with
note:.
Scheduling Messages
Need to send a follow-up or reply at a specific time (e.g., during the customer's working hours tomorrow morning)?
WhatsBox includes Message Scheduling:
Compose Message or Template
Select the conversation and type your session reply or select a WhatsApp template.
Click the Schedule Send Arrow
Next to the main Send button, click the chevron icon (▲) and select Schedule send.
Pick Date & Time
Select your desired date, time, and timezone in the scheduling dialog:
- If sending a Session message, the schedule time must be within the active 24-hour window.
- If sending a Template message, you can schedule it for any future date and time.
Confirm Schedule
Click Confirm. The scheduled message will be queued and automatically dispatched by WhatsBox at the exact specified time.
Starred Threads & Resolution Workflow
- Starring Threads: Click the Star icon in the top navigation bar of any chat to pin it to your Starred filter list for high-priority follow-up.
- Mark as Done: Once an inquiry has been resolved, click the Checkmark icon (Done) in the header. The conversation moves to the Done view, keeping your active queue clutter-free.
- Move to Trash: For spam or invalid conversations, click the Trash icon. Conversations in Trash remain recoverable for 5 days before permanent deletion.