The Inbox module in Pabbly Chatflow is your central workspace for managing real-time WhatsApp conversations. It allows team members to respond to customer messages, assign chats, track message history, and collaborate efficiently — all in one place.

The Inbox is where your team can:

• View all WhatsApp chats (assigned, unassigned, open, closed).
• Respond using plain text, media, or WhatsApp templates.
• Assign conversations to teammates or teams.
• Tag and organize chats using custom labels.
• Add and manage contact details.
• Trigger workflows or send quick replies — instantly.

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Step 1: Access the Inbox

• Log in to Pabbly Chatflow.
• Navigate to the Inbox from the sidebar.

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Step 2: Add a New Contact

Before starting any conversation, you need to add the contact.

1. Click + Add New Contact.

   

2. Enter the WhatsApp number (with correct country code like +91, +1, etc.).

3. Optionally, enter a name for easy identification.

4. Click Start Conversation.

   

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Step 3: Open the Chat

• Once the contact is added, it appears in the left chat list.
• Click on the contact to open the chat view.

• When you open a chat with a newly added contact, you will see a “Send Template” button instead of the regular message box.

  

• Click Send Template to open the list of templates you have created in the Templates module.

  

• If you have no custom templates created, the default template provided by Meta will be automatically available in the list.

  • This default template is provided by Meta and is ready for use.

• Select the appropriate template from the list to initiate the conversation.

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Step 4: After the Conversation Starts (or Customer Replies)

Once the customer replies, or the 24-hour status is active, the full conversation interface becomes available, and additional communication options appear

• Intervene Button Visibility
  If the chat status has not been intervened or the AI assistant has not been assigned, the Intervene button will be visible. By clicking this button, a human agent can take over the conversation and respond manually. The full conversation interface will be unlocked, and additional communication options will become available.

• Quick Replies

  • Use Quick Replies for commonly used responses (e.g., “Thank you for contacting us!”).
  • Type / (slash) to access available quick replies or select them from the dropdown list.
  • You can easily create and manage these replies for faster and standardized responses.
    

• Text Formatting Options

  • Format your text using bold, italic, or strikethrough to highlight key information.

    

• Send Media Files

  • Click the attachment icon to choose and send various types of media:
  • Text
    • Allows you to compose a plain text message.
    • Simply type your message in the text input box.
  • Image
    • Add a caption along with the image.
    • You can:
      • Upload an image from the Media Library or directly from your system.
      • Or provide an image URL.
    • Size Limit: Less than 5MB
    • Accepted Formats: .png, .jpeg

  • Video

    • Add a caption to accompany your video.
    • You can:
      • Upload a video from the Media Library or directly from your system.
      • Or provide a video URL.
    • Size Limit: Less than 16MB
    • Accepted Formats: .mp4

  • Audio

    • Add an optional caption with the audio file.
    • You can:
      • Upload an audio file from the Media Library or directly from your system..
      • Or provide a URL to the audio.
    • Size Limit: Less than 16MB
    • Accepted Formats: .mp3

  • File

    • Upload general-purpose files such as PDFs, documents, or spreadsheets.
    • No preview is sent; users receive a downloadable file.
    • Size Limit: Typically follows WhatsApp limits (recommended < 16MB).

    • Common Formats: .pdf, .docx, .xlsx, .txt

Centralized Media Library

  The **Centralized Media Library** in **Pabbly Chatflow** allows you to **upload, organize, manage, reuse, and add media directly from the Media Library**—all from a single, centralized location.

  With this feature, you can easily select previously uploaded media while creating messages or workflows, eliminating the need to upload the same file multiple times.

  ## Media Upload Limits (Per File)

  You can upload and manage media files with the following **per-file size limits**:
  * **Image:** Up to **5 MB**
  * **Video:** Up to **16 MB**
  * **Document:** Up to **100 MB**
  * **Audio:** Up to **16 MB**  


  ![](/uploads/docs-orgs/6a451d5ad65e34ad44148142/25e0ca01-739d-4bde-adb7-828b239641f6.png)

Media Download on Demand for WhatsApp Business App Messages

For media messages received from the WhatsApp Business App (SMB Echo), media files such as images, videos, audio files, and documents are not automatically uploaded to Pabbly Chatflow.

Instead, a Download button is displayed within the conversation, allowing you to fetch the media only when needed.

How It Works

• When a media message is received from the WhatsApp Business App, the media file is not automatically downloaded or uploaded to Pabbly Chatflow.
• A Download button is displayed alongside the media message in the Inbox.
• The media is fetched and uploaded only after you click the Download button.
• Once downloaded, the media becomes available within the conversation for viewing or access.

• Send Emojis

  • Click the emoji icon on the input bar to open a list of emojis.

  • Use emojis to add personality and engagement to your responses.

    

Send Audio Messages (Voice Notes):

Pabbly Chatflow allows users to record and send audio messages directly from the Inbox.

You can record and send audio messages directly from the Inbox, without leaving the chat.
The audio recording option is available right inside the Inbox message composer and works smoothly end-to-end.

Steps to Record and Send an Audio Message from Inbox

1. Open any active conversation in the Inbox.
2. In the message composer at the bottom, click the microphone (🎙️) icon.
3. A Record Audio popup will open and start listening.
4. Speak to record your voice message.
5. Click Stop once recording is complete.
6. Preview the recorded audio:
   • Click Play to listen.
   • Click Record Again to re-record.
   • Click Discard to delete the recording.
7. Click Attach Audio to add the voice message to the chat.
8. Click Send to deliver the audio message to the user.

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Send Catalog Messages:

Catalog Messages allow you to showcase your product catalog directly inside WhatsApp chats, making it easy for users to browse products and take action.

Catalog messages are ideal when you want to share multiple products or your complete collection in a single interactive message.

Steps to Send a Catalog Message from Inbox

1. Open an active conversation in the Inbox.
2. Select Catalog Message.
3. Enter the Body Text to describe your catalog.
4. (Optional) Add Footer Text for additional context.
5. (Optional) Select a Product Thumbnail to highlight a product from the catalog.
6. Preview the catalog message.
7. Click Send Catalog to deliver it to the user.

Users will receive a View Catalog button and can browse products directly on WhatsApp.

Send Single Product Messages

Single Product Messages allow you to highlight one specific product from your catalog during a conversation.

This is useful when a user asks about a particular item or you want to recommend a specific product.

Steps to Send a Single Product Message

1. Open an active chat in the Inbox.
2. Choose Catalog / Product Message from the message options.
3. Select one product from your catalog.
4. Enter the Body Text to describe your catalog.
5. (Optional) Add Footer Text for additional context.
6. Preview the product message.
7. Click Send to share the product with the user.

The user will see product details like image, price, and a direct action button on WhatsApp.

Send Multiple Product Messages

Multiple Product Messages let you send more than one product in a single interactive message, making it easy to compare or explore options.

This works well for collections, recommendations, or category-based sharing.

Steps to Send a Multiple Product Message

1. Open a conversation in the Inbox.
2. Select Catalog / Product Message.
3. Choose multiple products from your catalog.
4. Add a message describing the product selection.
5. Preview the message layout.
6. Click Send to deliver the multi-product message.

Users can tap on each product to view details and continue their purchase journey seamlessly.

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List Messages

A List Message is an interactive WhatsApp message that lets users select one option from a list instead of typing a reply.

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How to Send

1. Go to Inbox and open a chat.
2. Click the List Message icon in the message toolbar.
3. Fill the required fields.
4. Click Send List Message.

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Fields Overview

• Header Text (Optional) – Title (Max 60 characters)
• Body Text (Required) – Main message (Max 1024 characters)
• Footer Text (Optional) – Small bottom text (Max 60 characters)
• Button Text (Required) – Button label (Max 20 characters)
• Sections & Items (Required)
  • Add at least 1 Section
  • Add at least 1 Row (Option) inside the section

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Preview

A live preview is shown before sending so you can see how the message will appear in chat.

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Best Use Cases

• Service selection
• Support options
• Product categories
• Department routing

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⚠️ Note: Body Text, Button Text, and at least one section with one option are mandatory.

List Messages help create structured and interactive conversations.

Request Address Directly from Inbox

You can now send an address request message directly from the Inbox without leaving the conversation screen. This helps you quickly collect customer delivery details during live chats.

What This Feature Does

The Ask Address option allows you to:

• Send a predefined or custom message requesting the customer’s address
• Collect address details within the same chat
• Improve order processing and delivery coordination
• Avoid switching between screens or workflows

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How to Send an Address Request

Follow these steps:

1. Open the Inbox.
2. Select the conversation where you want to request the address.
3. Click on the Address Request (Location/Address icon) in the message composer toolbar.
4. The Ask Address popup will appear.
5. Enter your message in the Message field.
   • Example:
     "Please share your complete delivery address with landmark and PIN code."
6. Click Send.

The address request message will be sent directly in the chat.

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Send Location Message from Inbox

You can send your current or custom location directly to the customer from the Inbox.

This is useful for sharing store locations, pickup points, service areas, or live visit locations.

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How to Send a Location

1. Go to Inbox.
2. Open a conversation.
3. Click the Location icon in the message composer.
4. The Send Location popup will appear.
5. Enter location details or use current location.
6. Click Send.

The location will be sent as a structured location message inside the chat.

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Send Location Popup Fields

The popup includes:

• Get My Location – Automatically fetches your current coordinates
• Latitude (Required) – Enter valid latitude value
• Longitude (Required) – Enter valid longitude value
• Location Name (Optional) – Name of the place (e.g., Office, Store)
• Address (Optional) – Full address for clarity
• Send – Sends the location message

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Ways to Share Location

Option 1: Use Current Location

Click Get My Location to auto-fill latitude and longitude.

Option 2: Enter Manually

You can manually enter:

• Latitude (e.g., 28.6139)
• Longitude (e.g., 77.2090)
• Location Name
• Address

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When to Use This Feature

• Share store or office location
• Provide pickup point
• Guide customers to your location

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Schedule Message

You can schedule a text message directly from the Inbox and have it sent automatically after a specified delay.

Steps to Schedule a Message

1. Open an active conversation in the Inbox.
2. Type your message in the message composer.
3. Click the Schedule (🕒) icon.
4. The Schedule Message popup will open.
5. Verify the message.
6. Enter the delay using:
   • Hours
   • Minutes
7. Click Schedule.

The message will be sent automatically after the specified delay.

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Schedule Message Popup

The popup includes the following fields:

Message

Displays the text entered in the message composer.

Send After

Specify when the message should be sent.

• Hours – Number of hours before sending the message.
• Minutes – Additional minutes before sending the message.

A preview of the calculated send time is displayed below the fields.

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Scheduled for This Chat

After scheduling a message, it appears under the Scheduled for this chat section.

Each scheduled message displays:

• Scheduled date and time
• Message preview
• Delete option

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Cancel a Scheduled Message

To remove a scheduled message:

1. Open the Schedule Message popup.
2. Locate the message under Scheduled for this chat.
3. Click the Delete icon.

The scheduled message will be cancelled and will not be sent.

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• Right Sidebar Features:

  1. Chat Information

  • Last Message: View the latest message from the customer.
  • 24 Hours Status: Shows the current status of the chat (Active or Inactive).
  • Due Date: This is set based on your SLA and shows when the response is due.
  • SLA: If an SLA is configured, it will appear here, showing the expected response time.

2. Contact Custom Fields

• Here, you can add or view additional details specific to the contact.
  • These can include custom data such as Location, Order ID, Membership Level, etc.
  • Custom fields help you keep track of important customer information and improve your responses.

3. General Details

This section provides vital options to manage the ownership and details of the conversation:

• Chat Owner: You can assign or change the Chat Owner(the person responsible for replying) directly from this section.

  • Click to assign or change the owner to another team member or yourself.

  • If the chat is currently unassigned or needs to be re-assigned, you can use this option to delegate the chat to the correct team member.

    

• Tags: Add tags to help categorize chats based on customer type, urgency, or any other internal metrics (e.g., “High Priority,” “Sales Lead”).

  

• Incoming Status: Displays whether the chat is allowed or blocked by WhatsApp, helping you manage active communication lines.

  

• User Status (Opt-In/Opt-Out):

  • Opt-In: The customer has given explicit consent to receive messages from your business.
  • Opt-Out: The customer has opted out, and no further messages can be sent to them unless they opt back in.

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Within 24 Hours Filter

The Within 24 Hours filter helps you quickly view only those chats that are currently inside the active 24-hour WhatsApp messaging window.

How It Works

• Click the Within 24 Hours button available at the top of the chat list.
• Once enabled, only chats that are currently in the active 24-hour session will be displayed.
• Click the button again to remove the filter and view all chats.

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Chat Filter: Sorting and Organizing Chats

The Chat Filter allows you to organize and sort your chats based on several important conditions, which helps you stay efficient and prioritize the right conversations.

1. Created At: Filter chats based on the creation date (from and to date).
2. Opted In: Filter based on whether the contact has opted in or not (Yes/No).
3. Incoming Blocked: Filter based on whether the contact’s WhatsApp messages are blocked (Yes/No).
4. Read Status: Filter chats by whether they are marked as Read, Unread, or All.
5. Contact Custom Fields: Filter chats based on custom field values, such as Location, Customer Type, etc.

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Key Features and Capabilities

1. Real-Time Chat View

• See all incoming WhatsApp messages instantly.
• Conversations are organized in a left-hand column and open in the main chat panel when clicked.

2. Reply Using Text, Media & Templates

• Type responses manually or use:
  • Pre-approved WhatsApp templates (e.g., “Order confirmation”).
  • Quick Replies for repetitive messages.
  • Media attachments (images, documents, audio, video).

3. Chat Assignment & Ownership

• Assign a chat to yourself, a teammate, or a team.
• If Round Robin is enabled for the team, new chats are auto-distributed.
• Reassign chats if workloads change or escalation is needed.

4. Customer Information Panel

• On the right side of the screen, view:
  • Customer name and number.
  • Tags and labels.
  • Custom contact fields (like location, email, or order ID).

5. Status Tracking

• Use status indicators like:
  • Open
  • On Hold
  • Replied
  • Intervened
  • Pending
  • Resolved
  • Closed

These help your team prioritize and organize ongoing conversations.

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Message Status Definitions

Overview

Message statuses indicate the delivery progress of messages sent from Pabbly Chatflow to recipients.
Each status represents a specific stage in the message delivery process.

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Status Types

1. Pending

What it means:
The message has been submitted from Pabbly Chatflow and is waiting for Meta’s approval.

• The message is under review by Meta (WhatsApp Business Platform).
• Meta checks if the message content complies with its policies.
• The message will only move to “Sent” status once Meta approves it.
• If Meta rejects the message, it will show as Failed instead of “Sent.”

Status Updates:

• The system automatically updates the message status as soon as the webhook is received from Meta.
• Usually, Meta does not take too long to send the webhook.

2. Sent ✓

What it means:
The message has been approved by Meta and successfully sent from Pabbly Chatflow to the recipient.

• Meta approved the message content and accepted it for delivery.
• The message has left the Pabbly Chatflow system.
• It has been transmitted to the messaging platform (e.g., WhatsApp).
• This does not mean the recipient has received it yet.

Timestamp: Displays when the message was approved and sent from Pabbly Chatflow via Meta.

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3. Delivered ✓✓

What it means:
The message has reached the recipient’s device.

• Successfully delivered to the recipient’s phone or device.
• Now visible in their inbox, but not necessarily opened yet.

Timestamp: Displays when the message was delivered to the recipient’s device.

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4. Read ✓✓ (Blue Tick)

What it means:
The recipient has opened and read your message.

• The recipient has opened the message.
• Confirms they viewed the message content.

Timestamp: Displays when the message was read.

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5. Failed ❌

What it means:
The message could not be delivered or was rejected by Meta

Common Reasons:

• Invalid phone number or contact details.
• The recipient has blocked your number.
• Network or connectivity issues.
• Violation of Meta’s policies (e.g., prohibited content).

Error Details: Review the error message for the specific cause.

Action Required:

• Verify the recipient’s contact information.
• Check the error message for the specific issue.
• Ensure your message content complies with platform policies.
• Retry sending after resolving the problem.

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Chat Refresh in Inbox

The Chat Refresh feature helps reload the Inbox when chats fail to load after long inactivity.
By clicking Refresh, the Inbox is reloaded and the latest chats are fetched, allowing you to continue working smoothly.

When Should You Use the Refresh Button?

You should use the Refresh option when:

• The Inbox chat list does not load after long inactivity.
• Previously visible chats disappear or fail to fetch.

How the Chat Refresh Works (Updated)

When you click the Refresh button in the Inbox:

• The application reloads safely.
• Any temporarily stored inbox data is cleared.
• The system fetches the latest chats directly from the Inbox.
• Your Inbox is restored with up-to-date conversations.

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Chat Export & Export History

The Chat Export feature allows you to download your Inbox chat data in structured formats for reporting, analysis, or record-keeping. You can export chats based on date range and chat status, and also track previously generated exports using Export History.

How to Access Chat Export

To export chats from your Inbox:

1. Open the Inbox section.
2. Click the Export icon next to the Add New Contact button.
3. The Export Chats popup will open.

Export Options Available

While exporting chats, you can configure the following options:

Export Format

Choose the format best suited for your use case:

• CSV – Ideal for spreadsheets (Excel, Google Sheets).
• JSON – Best for API integrations and other platforms.

Chat Status (Optional)

You can export chats based on their status:

• All
• Open
• AI Assistant
• Intervened
• On Hold
• Replied
• Pending
• Resolved
• Closed

If no specific status is selected, chats from all statuses are included.

Date Range

• Select a From Date and To Date
• Maximum export range is 7 days from the selected start date

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Export Preview

Before downloading, the system shows an Export Preview, including:

• Estimated Chats
• Estimated Messages
• Estimated File Size

This helps you understand the export scope before proceeding.

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Export & Download

Once all required fields are selected:

• Click Export & Download
• The system generates your export file
• The file is downloaded automatically

Export History

The Export History tab allows you to:

• View previously generated exports
• Track export date and time
• Re-download past export files when needed

This ensures transparency and easy access to historical exports.

System Messages in Inbox

System Messages provide a clear activity log of important actions performed on a chat. They are automatically generated by the system to help teams track status changes, assignments, and other updates within a conversation.

System Messages appear directly in the chat timeline and are visually distinct from regular user messages, making them easy to identify.

System Messages are generated for the following actions:

• Contact name updated
• Contact number updated
• Chat status changed
• Tag added, updated, or removed
• Custom field added, updated, or removed
• User opt-in or opt-out status changed
• Incoming status set to allowed or blocked
• Chat assignment changes

These updates help you stay organized and keep track of all changes directly within the conversation.

All updates are available in one place — your Inbox.