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Reply in the WhatsApp Inbox: owner, salesperson, or AI agent

Updated 2026-07-13

In two lines: in CRM > WhatsApp you see and reply to all the conversations of your lines. Each thread has an Owner (a person or an AI role) and you reply with free text within 24 hours, or with a template outside them.

How do I reply to a conversation?

  • Go to CRM > WhatsApp and open the conversation.
  • If the contact wrote less than 24 hours ago, write your reply and send it: it's free text.
  • If more than 24 hours have passed, the inbox asks you to use an approved template. How to have them ready: WhatsApp templates: create, categories, and Meta approval.

If you handle several numbers, use Change line to move between each one's inbox. You can also start a new chat with a contact or a standalone number.

Who handles each chat? The owner

Each conversation has an Owner, so the team knows whose chat each one is without stepping on each other. The owner can be:

  • A person on the team (a salesperson).
  • An AI role (AI), when you let an agent handle that line.

You can reassign a thread's owner whenever needed, and filter by Salesperson to see only one person's conversations (or the ones the AI handles).

The thread's owner also travels to the template: if you use the Assigned salesperson variable, the message goes out signed by whoever handles that chat.

How do I organize the inbox with my team?

  • Tag conversations to classify them (by topic, priority, or status). You can select several and tag them together.
  • Incoming messages can create prospects on their own if that line is set as a lead source, so each conversation is tied to its contact and its deal in the CRM.

Next step: each conversation is saved on the contact's record. How it combines with the rest of the history: Manage a deal: history, activities, and agenda.

Still have questions?

Ask MIA, the MB Suite AI assistant: open it with the MB AI button (⌘J) in the top bar. MIA knows the section you're in, so you can ask it about what you see on screen — and it can also answer how-to questions about using MB Suite.