Inbox
Read and reply to incoming WhatsApp messages from your event guests.
Overview
The Inbox shows you all WhatsApp conversations with your event guests. When a guest replies to a message you sent, their reply appears here. You can read the full conversation and send a reply directly from Evencia — without switching to your phone.
Use the Inbox to handle guest questions, follow up on RSVPs, or support guests who need help before, during, or after your event.
Where to find it
Go to WhatsApp, then select the Inbox tab.
Before you start
- You need the whatsapp.view-logs permission to access the Inbox.
- You need the whatsapp.send permission to reply to guests.
- A guest can only appear in the Inbox if they have replied to a message from your event.
How to use the Inbox
The conversation list
On the left side of the Inbox, you will see a list of guest conversations sorted by the most recent message. Each conversation shows:
- The guest's name.
- A preview of the last message.
- The time of the last message.
- A red badge showing how many unread messages the conversation contains.
Use the search bar at the top of the list to find a guest by name.
Opening a conversation
Select any conversation from the list to open it on the right side of the screen. The full message history with that guest will appear, shown in a format similar to WhatsApp itself.
Messages are displayed in two styles:
- Messages you sent appear on the right side with a green background.
- Messages the guest sent appear on the left side with a white background.
Each message shows the time it was sent and, for outbound messages, a delivery status icon:
- Single tick — sent.
- Double tick — delivered.
- Blue double tick — read by the guest.
- Red alert icon — failed to deliver.
Replying to a guest
You can reply to a guest as long as the 24-hour reply window is open. This window opens every time a guest sends you a message, and it stays open for 24 hours. After 24 hours without a new message from the guest, the window closes.
When the window is open:
- Type your reply in the text box at the bottom of the conversation.
- Press Enter or select the Send button (arrow icon) to send the message.
If the reply window is closed, you will see a message saying "The 24-hour reply window is closed." In this case, you need to send a new campaign using a WhatsApp template to re-open the conversation.
Guest details
In the header of an open conversation, select Guest details to open the full guest profile in a new page. This lets you see all information about the guest without leaving the Inbox.
Common problems
I can't see the Inbox tab
You may not have the required permission. Contact your administrator.
I can't reply to a guest
Either the 24-hour reply window has closed (the guest hasn't sent a message in the last 24 hours), or your account does not have the send permission. If the window is open but you still can't reply, contact your administrator.
The reply window is closed — how do I contact the guest?
Go to New Campaign and send the guest a WhatsApp template message. When the guest replies, the 24-hour window will reopen.