Skip to main content

Documentation Index

Fetch the complete documentation index at: https://knowledge.flowella.io/llms.txt

Use this file to discover all available pages before exploring further.

The Inbox is where you and your team handle every WhatsApp conversation Flowella is managing. From here you can read and reply to messages, send template messages when the 24-hour window has closed, check a contact’s opt-in status, and keep your queue tidy with filters and archiving.

​
Opening the inbox

  1. Log in to Flowella.
  2. In the left navigation, click Inbox.
You will see three main areas:
  • Conversation list on the left
  • Current conversation in the middle
  • Contact status and actions on the right side of the header, plus a test area at the bottom

​
Conversation list

The left-hand panel shows all conversations Flowella is currently tracking.

​
Conversation items

Each row shows:
  • Contact name (or phone number if no name is available)
  • The latest message preview
  • The time of the most recent message
You may also see a count of active conversations at the top. Use the Search conversations… box to find a contact by name, phone number, or text contained in the latest message.
Search is useful when a customer contacts you by phone or email and mentions they messaged you on WhatsApp — paste their number or name to locate the thread immediately.

​
Filter and archive

At the top right of the conversation list you will find:
  • Filter — limit the view to certain statuses, segments, or timeframes (for example, active vs. archived).
  • Archive — move older or completed conversations out of your default view without deleting them.
Archived conversations can still be searched and viewed whenever you need them.

​
Conversation view

Click any item in the conversation list to open it. The middle panel shows the full message history with that contact, including:
  • Incoming messages from the customer
  • Outgoing messages sent by flows, templates, or agents
  • Timestamps for each message
If the last message in a conversation is more than 24 hours old, you will see a notice: “The last message in this conversation is older than 24 hours. You can only send template messages to this contact.” This is a WhatsApp Business Platform rule — after 24 hours from the customer’s last message, only approved template messages can be sent.

​
Contact status and opt-outs

At the top right of any open conversation you will see the contact’s WhatsApp number and their opt-in status:
  • Opted in — Flowella is allowed to send messages to this contact.
  • Opt out button — click this to mark the contact as opted out if they ask to stop receiving WhatsApp messages.
When a contact is opted out, Flowella will not send any further messages to them, even if a workflow or flow attempts to do so.

​
Sending template messages from the inbox

When the 24-hour window is closed, a template send panel appears at the bottom of the conversation.
  1. Pick a WhatsApp template from the list.
  2. Confirm the country code and WhatsApp number.
  3. Click Send to deliver the template to this contact.
Template messages are commonly used to:
  • Re-open a conversation after 24 hours
  • Send notifications, confirmations, or reminders
  • Start a structured WhatsApp Flow from the inbox
Any template variables are filled using the data Flowella holds for the contact, exactly as they would be in a workflow.

​
Sending test templates

At the very bottom of the inbox you will find a Test Template card. Use it to send a template to your own number before using it with real contacts.
  1. Choose a test template.
  2. Select your country code.
  3. Enter your own WhatsApp number.
  4. Click Send Test.
This lets you confirm that a template is approved and working, check how the message looks to an end user, and validate variables before wiring the template into live workflows — without affecting real customers.
1

Open the inbox and filter

Open the Inbox and apply a filter to show only active conversations.
2

Pick the oldest unanswered chat

Work through conversations from oldest to newest and respond while still inside the 24-hour window wherever possible.
3

Use a template if the window has closed

If more than 24 hours have passed since the customer’s last message, select an approved template to reopen the conversation.
4

Update opt-in status if needed

If a contact explicitly asks to stop receiving WhatsApp messages during the chat, click Opt Out in the conversation header.
5

Archive completed conversations

Once a conversation is resolved, archive it to keep the active list manageable.

​
Limitations

  • The inbox is designed for one-to-one conversations, not bulk sending.
  • Free text replies are only available within WhatsApp’s 24-hour customer service window. After that, only approved templates can be sent.
  • If a template send fails, check that:
    • The contact’s number is in full international format.
    • The contact is opted in.
    • The template is approved on your WhatsApp Business account.