WhatsApp

The Live Inbox allows sales and support teams to handle real-time multichannel conversations, collaborate internally, update customer qualification records, and trigger direct phone outreach from one unified workspace.

1. Accessing WhatsApp in the Live Inbox

Whitestart Inbox Main Panel

Main Sidebar ➔ Inbox ➔ Channels (Top Bar) ➔ WhatsApp

In the main navigation sidebar on the left, click on Inbox (displays an unread counter badge when new customer messages arrive).
On the top channel selection bar, click the WhatsApp tab (alongside Facebook and Instagram).
The inbox will load your active WhatsApp threads across the three workspace sections:

2. Layout Structure & Core Sections

The Live Inbox workspace is structured into three dedicated operational sections:

+-----------------------------+------------------------------------------+-----------------------------+
|         LEFT PANEL          |              CENTER PANEL                |         RIGHT PANEL         |
|         Inbox Feed          |             Message Center               |      CRM Details Panel      |
|                             |                                          |                             |
| • Search & Filters          | • Header (Contact Name, Number, 24h)     | • Contact Details           |
| • Refresh & Export Options  | • Direct Voice Calling (📞)              | • Lead Status Dropdown      |
| • Quick Filter Pills        | • Multi-Agent Assignment (👤+ Assign)    | • Lead Stage Dropdown       |
| • Active Contact Threads    | • Conversation History (Bubbles & DLRs)  | • Form Data Responses       |
|                             | • Message Composer & Attachment Upload   | • Team Internal Comments    |
|                             |                                          | • Chronological Activity Log|
+-----------------------------+------------------------------------------+-----------------------------+

3. Left Section: Inbox Feed

Whitestart Inbox Feed

The Inbox Feed displays your incoming conversation threads, search utilities, and sorting filters.

Controls & Options Reference

1. Search Bar (`Search`)

What it does: Allows you to find specific conversations quickly.
How to use it: Type a contact’s Name (e.g., Rohit, Tabassum) or their full/partial Phone Number. The conversation list filters dynamically as you type.

2. Unread Filter (`Unread`)

What it does: Filters the list to display only threads that contain unread customer messages.
How to use it: Click on Unread to focus on active customer inquiries that need immediate response and agent attention. Click again to return to the full list.

3. Status Filter (`Status ▾`)

What it does: Filters conversations based on their qualification or engagement status in the CRM.
How to use it: Click the Status ▾ dropdown and select one or more lead statuses (e.g., New, Interested, Exploring, Not Interested, No Response, Spam, processing, Onboarded). Only contacts matching the selected status will appear.

4. Stage Filter (`Stage ▾`)

What it does: Filters contacts according to their milestone in the sales pipeline.
How to use it: Click the Stage ▾ dropdown to filter by pipeline stages such as New Lead, Contacted, Discovery / Requirement Gathering, Qualified, Meeting Scheduled, Demo Completed, Proposal Sent, Negotiation, Closed Won, or Closed Lost.

5. More Options / Filters Menu (`🎛️`)

What it does: Opens a dropdown menu with advanced actions for your conversation data:
- Download data: Exports conversation records into an Excel spreadsheet (.xlsx), including contact details and the last 10 messages per chat.
- Disable webcalling / Enable webcalling: Toggles browser-based click-to-call functionality on or off.

6. Refresh Button (`🔄`)

What it does: Manually syncs and reloads the conversation list.
How to use it: Click the Refresh icon (🔄) next to the search bar to immediately pull in the latest incoming WhatsApp messages, updated delivery statuses, or recent agent assignments without refreshing the entire browser page.

7. Calls Filter (`Calls`)

Whitestart Inbox Feed Calls

What it does: Isolates conversations that involve voice call interactions.
How to use it: Click on Calls to filter threads where outbound calls, inbound calls, or IVR interactions were logged (e.g., 📞 Call Ended • Completed). This helps teams track voice follow-ups and missed calls.

Quick Reference Summary

Control / Option	Type	Primary Purpose
1. Search	Text Input	Search chats by contact name or phone number.
2. Unread	Quick Filter Pill	View only conversations with pending, unread messages.
3. Status	Dropdown Filter	Filter contacts by lead qualification status (e.g., Interested, Spam).
4. Stage	Dropdown Filter	Filter contacts by sales pipeline stage (e.g., Demo, Negotiation).
5. Filters (`🎛️`)	Action Dropdown	Download chat data (`.xlsx`) or toggle browser webcalling.
6. Refresh (`🔄`)	Action Button	Manually sync the latest messages and conversation states.
7. Calls	Quick Filter Pill	View only contacts with voice call logs or IVR activities.

4. Center Section: Message Center

The Message Center is your primary active workspace for interacting with the selected customer.

Whitestart Inbox message center

A. Contact Header & Action Bar

Contact Identity: Displays the active contact name (e.g., Rohit) and phone number (918329335969).
24h Window Indicator (⏱ 24h Expired / Active): Displays whether the standard 24-hour customer service window is open or expired under Meta WhatsApp messaging policies. When expired, outbound free-form messages are restricted, and you must re-engage using an approved WhatsApp template.

Direct Call (📞): Initiates an outbound voice call to the contact through your connected voice provider (Smartping, Sparc, or JIOCX).
Assign Agent (👤+ Assign Agent): Opens the agent management modal.

B. Assigning Team Agents

Clicking Assign Agent opens the Manage Agents modal:

Whitestart Inbox Agent List

Customer Identifier: Shows the customer’s phone number.
Agent List: Lists all available organization team members with their name and email (e.g., akhil_yerubandi, [email protected], [email protected], [email protected], Siddartha).
+ Assign Button: Click to link one or more agents to the conversation.

C. Conversation History & Composer

Message Thread: Inbound customer messages appear on the left (grey bubbles); outbound replies sent by agents or automated AI agents appear on the right (orange bubbles) with timestamp and delivery receipts (✓✓).
Message Composer: Enter your custom text reply in the input box.
Attachments (📎): Upload and send images, PDF documents, or supported media directly into the chat.
Send Button (➤): Instantly dispatches your response over WhatsApp.

5. Right Section: CRM Details Panel

The CRM Details Panel gives you full CRM context, lead qualification controls, and collaboration tools alongside the active chat.

Whitestart Inbox CRM Detail Panel

A. Contact Details

Profile Header: Displays avatar initials, contact name, and channel origin (Rohit via WhatsApp).
Email: Shows the customer’s email address (or - if not yet captured).
Phone: The recipient’s active WhatsApp phone number (e.g., 918329335969).
Platform ID: Unique platform or system tracking identifier.
Source: Dropdown showing lead origin (e.g., whatsapp).

B. Lead Status

The Lead Status dropdown categorizes the contact’s current interest level and sentiment:

Whitestart Inbox Feed lead status

Status Option	Operational Meaning & When to Use
New	Freshly captured lead; initial outreach has not yet occurred.
Interested	Lead has responded positively, asked questions, or expressed purchase intent.
Exploring	Prospect is reviewing information, comparing options, or evaluating pricing.
Not Interested	Contact explicitly stated they do not need the service or product.
No Response	Follow-up messages have been sent, but the contact has not replied.
Already Using Other	Contact is currently committed to a competitor or alternative platform.
Spam	Irrelevant, fraudulent, or abusive contact.
processing	Contact is currently undergoing background verification or qualification.
Onboarded	Deal successfully completed; customer moved to active account onboarding.

C. Lead Stage

The Lead Stage dropdown maps the contact’s progression through your sales pipeline:

Whitestart Inbox Feed lead stage

Stage Option	Pipeline Milestone
New Lead	Contact entered the CRM system.
Contacted	Initial outreach completed via chat, call, or email.
Discovery / Requirement Gathering	Identifying customer requirements, budget, and business needs.
Qualified	Prospect meets qualification criteria (BANT).
Meeting Scheduled	Consultation, sales call, or demo has been booked.
Demo Completed	Product demo or presentation has finished.
Proposal Sent	Commercial quote or proposal shared with the prospect.
Negotiation	Terms, pricing, or contract details are under discussion.
Verbal Commitment	Prospect has verbally agreed to proceed; awaiting signatures.
Contract Sent	Formal contract or agreement dispatched.
Payment Pending	Invoice sent; awaiting payment confirmation.
Closed Won	Deal completed and revenue secured.
Closed Lost	Opportunity closed without conversion.

D. Form Data

Displays structured responses submitted by the contact through website forms, chatbots, or WhatsApp Flows:

interested in?: Product, service tier, or plan chosen by the customer.
Remarks: Customer notes, special requests, or submitted details.

E. Comments & Team Notes

Collaborate internally with teammates directly inside the contact record without sending messages to the customer:

View Past Notes: Displays previous notes with author name and timestamp (e.g., Raj commented 2 days ago: "will contact soon he is busy now by 10 sep").
Edit / Delete: Click the pencil icon (✏️) to modify a note or the trash icon (🗑️) to remove it.
Add a Note: Click into the Leave a comment… text area, write your message, and click the orange Comment button.

F. Activity Audit Trail

Maintains an immutable chronological audit trail of all actions taken on the contact record: