> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://support.easystore.co/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # WhatsApp Inbox Management (Messages Inbox) **In this article:** 1. [Introduction](#1-1-introduction) 2. [Add WhatsApp Business platform](#1-2-add-whatsapp-business-platform) 3. [WhatsApp inbox conversation window](#1-3-whatsapp-inbox-conversation-window) 4. [Messages template](#1-4-messages-template) 5. [FAQ](#1-5-faq) # 1. Introduction WhatsApp Inbox Management feature helps to efficiently manage and respond to customer inquiries and messages through the WhatsApp Business API. This feature helps businesses stay organized and responsive to customer needs. Once you have connected WhatsApp number with this features, you can received and reply to WhatsApp inquiries directly via the conversation window started under EasyStore Messages section | 💡 **What is WhatApp Business API? - It is an application that allows businesses to receive and respond to WhatsApp messages seamlessly** --- # 2. Add WhatsApp Business platform **Step 1**: Go to EasyStore’s admin panel > Messages > Messaging Channels > Choose WhatsApp Business ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-12352_1xa2kbj.png) You may also add platform from **Inbox** . You will need to click **add platform** as screenshot below > choose WhatsApp Business ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-06-at-55806_1rw35da.png) ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-06-at-55818_1n4ve68.png) **Step 2**: If you have never create WhatsApp Business account before, you may click the **Setup guide** on how to Setup your WhatsApp Business. **GIF** as reference ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/1440-x-705px-gif-2_5tcts7.gif) Once you have clicked "Go to WhatsApp Business account settings" it will prompt you to the Meta Business Manager Setting page to add WhatsApp Account **Step 3**: Click **Add WhatsApp account ** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-12485_13dk2p0.png) **Step 4**: Add in your ** phone number ** & click **continue ** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-12521_131sb2t.png) **Step 5**: You will receive a **verification code** through your WhatsApp number. Add in the code & click **continue** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-12573_oowds8.png) **Step 6**: Click **done** once it has been added successfully ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-12580_obiklk.png) **Step 7**: From your admin panel > fill in the **platform name **& click **Connect to Facebook** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-10349_13yvwrm.png) **Step 8**: The page will prompt you to login to your Facebook account to connect with EasyStore. Click **get started** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-10711_1uczbzx.png) **Step 9**: Choose your **business portfolio** & fill in your business information then click **next** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-10732_hy7qza.png) **Step 10**: Create or select your WhatsApp Business account & click **next** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-10840_5mlkdr.png) **Step 11**: Create a WhatsApp Business profile, fill in all required information * WhatsApp Business account name (not visible to audience) * WhatsApp Business display name (visible to audience) * Select business category * Select your time zone Once done, click **next** **** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-11035_rqmco.png) **Step 12**: Add your **phone number** for WhatsApp | 💡Tips: It is recommended to use a new phone number rather than an existing WhatsApp Business phone number. * **Purchasing a new phone number from Telco (Recommended):** Acquire a new number from a local Telco provider and connect it to the WhatsApp Business API through the setup flow in EasyStore. * **Migrating an existing WhatsApp Business phone number:** You can keep your current WhatsApp Business phone number. However, you must **delete the existing WhatsApp Business account** associated with the number (without uninstalling the app). Once deleted, the account will only be accessible through EasyStore Inbox. 📌 **Important Note:** || 1. Existing chat history and contacts will **not be migrated** to the WhatsApp Business API as the data is stored locally on your device, and WhatsApp does not have access to it. || 2. During the number migration process, all incoming messages will be **queued by WhatsApp servers** and delivered once the migration is complete. These queued messages can be accessed via EasyStore Inbox. **** Once done, you may proceed to click **next** **** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-11113_k34rwa.png) **Step 13**: Fill in the **verification code** & click **next** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-12252_15yikw2.png) **Step 14**: Review EasyStore Chat's access request & click **continue** **** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-12321_8ni8r9.png) **Step 15**: Facebook will take few moments to verify your account. Once done you're all set & may click **finish** **** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-12343_1gefuhb.png) **Step 16**: In your admin panel, the **WABA ID** will be **automatically filled in**. Your WhatsApp Business is now set up as a messaging platform, and you can go ahead and click **Save**! ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-12411_eb6s6k.png) Here’s how it will appear in the admin panel once connected ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-32400_mgogg9.png) --- # 3. WhatsApp inbox conversation window Once you have successfully connected the WhatsApp Business platform with EasyStore, any inquiries received via WhatsApp will trigger a conversation window. You can respond to the messages directly within this conversation window. ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-40240_127smz9.png) 💡 **About the Conversation Window** * **First 24-Hours Conversation Window:** You can send any type of message (free form) within the **first 24 hours** after the conversation begins. * **After 24-Hours Conversation Window:** If there has been no response or message from the customer in the past 24 hours, you can only send **template messages** that have been approved by Meta. ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-19-at-50703_1wv7znl.png) --- # 4. Messages template A user can only send **template messages** if no message has been received from the customer within the past 24 hours. **Step 1**: Go to WhatsApp Business Platform settings > click **Templates** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-40821_1sq3jb2.png) **Step 2**: Click **Add template ** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-41256_ro20t4.png) **Step 3**: Fill in the required details **Step 3.1**: Add in your template title & template identifier | 💡 Tips: Template identifier can only contain lowercase letters, alphanumeric characters ,and underscores. * ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/image_ppnf2u.png) **Step 3.2**: Choose your message template category from the three options below: * **Authentication - **Use this to send verification codes for transactions or logins. * **Marketing - **Share promotions or information about your products, services, or business. * **Utility - **Send updates related to existing orders or accounts. ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-41536_1mygtk2.png) **Step 3.3**: Choose language for your template ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-43141_xlxn8f.png) **Step 3.4**: Enter your message template content | 💡 **Tips**: Custom fields is available to be added into message template content too ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-42019_6a64gm.png) *Example of message template that added with custom field* ** ![](https://storage.crisp.chat/users/helpdesk/website/b34797d9594d3000/screenshot-2024-12-17-at-43543_1ll9hbb.png) **Step 4**: Click **Save** and wait for Meta to approve the template. | 💡 **Tips :**Once the template approved, it will be available in the conversation window --- # 5. FAQ **Q: Which EasyStore's Plan includes WhatsApp inbox management?** A: WhatsApp inbox management is available for EasyStore's **Business Plan and Retail Plan** More features are waiting for you in Business and Retail plan. [EXPLORE NOW](https://www.easystore.co/en-my/pricing) **Q : What are the other platforms that supported for message inbox management?** A: EasyStore message inbox management is supporting for the following platform too: * Live Chat * Messenger * Line * Telegram * Instagram 📌 Find out more on **Messages Inbox** [here](https://support.easystore.co/en/article/messages-inbox-j2i58r/)!