The inbox under Operations > Inbox (Betrieb > Inbox) is the place for everything personal: your team reads along with all WhatsApp conversations, takes them over from the bot when needed and hands them back afterwards. Handovers to your team always sit at the top, and the list refreshes on its own.
How the inbox works
On the left you see all conversations, handovers first. Besides the name and last message, each row shows a status:
Unread conversations carry a counter badge. If nothing exists yet, the inbox shows "Noch keine Gespräche" (no conversations yet): as soon as your bot is connected and live, all WhatsApp conversations appear here, with handovers at the top.
Taking over and handing back
In an open conversation you control who replies from the top right:
- Übernehmen (take over): you run the conversation personally from now on. The app confirms: "Der Bot bleibt still, Sie führen das Gespräch." (the bot stays silent, you run the conversation).
- Zurück an Bot (back to bot): you hand the conversation back. The app confirms: "Der Bot antwortet ab der nächsten Nachricht wieder." (the bot answers again from the next message).
On every handover your team also sees the internal handover note from the settings, for example a reminder to call back within two hours.
The 24-hour window in the conversation
WhatsApp only allows free-form replies within 24 hours of the contact's last message. A chip in the conversation header shows the state: green "Fenster offen · noch 7h" (window open, 7 hours left) or yellow "Fenster geschlossen" (window closed). The rule itself is explained under Rules and privacy.
You write in the composer with the placeholder "Antwort schreiben … (Enter sendet)" (write a reply, Enter sends). In three cases it is locked and shows these exact German notices:
Delivery status
Every sent message shows its delivery status just like WhatsApp:
- One tick: sent
- Two ticks: delivered
- Two blue ticks: read
- Red warning mark: delivery failed. WhatsApp's reason is shown in plain text on the message status, for example "Meta 131047: Re-engagement message" (the window was already closed on Meta's side).
What the most common failure reasons mean is covered in troubleshooting.
Contact card
The person icon in the conversation header opens the contact card. It shows at a glance who is writing:
- Consent status as a chip: "Einwilligung bestätigt" (consent confirmed), "Hat zuerst geschrieben" (wrote first) or "Abgemeldet" (opted out).
- Base data: email, phone, location, origin and the first contact.
- Kontakt blockieren (block contact) or Blockierung aufheben (lift block).
When blocking, the app asks for confirmation: "Der Bot und Ihr Team antworten nicht mehr. Eingehende Nachrichten werden weiter gespeichert." (neither the bot nor your team will reply anymore; incoming messages are still stored). So no replies go out after blocking, but the history stays complete. You can lift the block here in the contact card or in the settings on the Blockierte Kontakte tab.
Appointments view
Under Operations > Appointments (Betrieb > Termine) you see all viewings booked through the bot, live from the booking tool and grouped by day. This is a read-only view: bookings are managed (moved, cancelled) in the booking tool itself.
- Status chips: "Bestätigt" (confirmed), "Abgesagt" (cancelled), "Stattgefunden" (took place), "Nicht erschienen" (no-show).
- Zum Gespräch (to the conversation): jumps straight into the related conversation in the inbox.
- Termin-Tool öffnen (open booking tool): switches to the booking tool where you move or cancel appointments.
For a bot booking, the guest receives the same confirmation email as on your booking page, including a calendar invitation and a cancel or reschedule link. The appointment automatically lands in the responsible host's calendar.
Next steps
How the bot decides when to hand over is described under Flows. Blocked contacts and the handover note are managed in the settings. Back to the overview.