--- title: "Your team’s inbox for WhatsApp." canonical: "https://bird.com/whatsapp-api/features/conversations" --- # Your team’s inbox for WhatsApp. A shared inbox for customer conversations. Pick up the thread and bring in the right teammate. [Get Started](/dashboard/signup?returnTo=%2Fdashboard%2Fw%2Fwhatsapp%2Fconversations) [Contact Sales](/demo?product=whatsapp-conversations) [Set up conversations](/docs/guides/whatsapp/conversations) ## Every conversation, ready for your team. Bring customer messages, teammate replies and agent conversations into one inbox on [Bird’s WhatsApp platform](/whatsapp-api). Choose who takes the next reply, with labels and the service window in view. ## Give the next reply a clear owner. Start with Assigned to me for your conversations, Unassigned for work waiting on a teammate, or With agent to see what the AI agent is handling. Number, assignee and label filters help you find the exchange you need. Labels such as delivery, collection and product enquiry stay with the conversation. Use them to organize the queue as the customer’s request changes. ### Take over with the thread in view. Read the customer’s exchange with Meta business agent before stepping in. Choosing You or a teammate under Assignee takes control from the agent, so the person helping can continue the conversation. ### Hand control back when you’re ready. When your part is complete, choose AI agent to let it respond again. Handback is an explicit action. Assigning the conversation changes who is responsible without sending a message to the customer. [Set up Meta business agent and handoffs](/docs/guides/whatsapp/meta-business-agent) ## Reply with the detail the customer needs. Send a photo, video, document or audio file alongside the conversation. Quote a specific message when an answer needs context, then follow the reply’s delivery status in the thread. The service window shows whether a free-form reply is available and how much time remains. When it closes, wait for a new customer message or send an eligible approved template through the template workflow. [Read the reply and attachment guide](/docs/guides/whatsapp/conversations#reply-to-the-customer) ## Start with your connected number. Turn on Enable conversations in your number’s settings to save new messages in the inbox. Earlier messages are not added. Enabling an agent also turns conversations on for its number. Your team needs WhatsApp sending permission to reply, assign conversations and manage labels. Enabling conversations or handing control to an AI agent requires WhatsApp management permission. [Enable conversations for your number](/docs/guides/whatsapp/conversations#enable-conversations-for-your-number) ## WhatsApp conversations, explained. ### Does enabling conversations import earlier messages? No. Enabling conversations starts saving new messages for the number. Earlier messages are not added. Enabling an agent also turns conversations on for that number. ### Can I reply when the service window has closed? Free-form replies are available while the service window is open. When it closes, wait for a new customer message or use an eligible approved template through the template sending workflow. The conversation composer does not send templates. ### Does the agent resume after a teammate replies? A teammate must explicitly choose AI agent under Assignee to return control. This requires an enabled agent on the number and WhatsApp management permission, and applies to individual customer conversations. ### What happens if I turn conversations off? Turning conversations off stops new messages and replies in the inbox for that number. Existing conversations remain available to read. ## More ways to work with WhatsApp - [Meta business agent](/whatsapp-api/features/meta-business-agent): Prepare business knowledge, test replies and introduce agent handoffs. - [WhatsApp Coexistence](/whatsapp-api/features/coexistence): Connect the WhatsApp Business app number your team already uses. - [WhatsApp groups](/whatsapp-api/features/groups): Bring participants together in a shared group conversation. - [Two-way messaging](/whatsapp-api/features/two-way): Build customer replies and service-window handling into your application. - [WhatsApp templates](/whatsapp-api/features/templates): Prepare approved messages for eligible exchanges outside the service window. - [Conversations setup guide](/docs/guides/whatsapp/conversations): Enable your inbox, find a conversation and send your first reply. ## Give your WhatsApp customers a place to reach your team. [Explore the WhatsApp platform](/whatsapp-api) ## Related resources - [Connecting WhatsApp to Bird: from buying a number to a live channel](/learn/whatsapp/connecting-whatsapp-to-bird) (video) - [Sending WhatsApp messages](/docs/guides/whatsapp/sending-whatsapp) (docs) - [What is the 24-hour customer service window on WhatsApp?](/explained/whatsapp/what-is-the-24-hour-customer-service-window) (answer) - [WhatsApp message builder](/tools/whatsapp-message-builder) (tool) [Get an implementation brief](/learn/workspace?topic=whatsapp)