# Chat with customers (/docs/whatsapp/inbox)

> Read every WhatsApp conversation on a number, reply yourself, take a chat over from the agent, and hand it back.

Each number has its own chat inbox, with every conversation the agent and your team have had.

## Open the inbox [#open-the-inbox]

Click **Open chats** on a number card.

<img alt="The WhatsApp chats page with the conversation list and filters" src="__img0" />

## Find a conversation [#find-a-conversation]

Conversations are listed newest first, with who is handling each: **Agent**, **Paused**, **You**, or a teammate. **Window closed** means the [24-hour window](#the-24-hour-reply-window) has ended.

Use **Search chats** or the filters:

| Filter               | Shows                                                              |
| -------------------- | ------------------------------------------------------------------ |
| **All**              | Every conversation.                                                |
| **Unread**           | Messages you haven't opened.                                       |
| **Needs your team**  | Chats your team is handling, or where the agent is paused.         |
| **Failed**           | A message wasn't delivered.                                        |
| **Campaign replies** | Customers who replied to a [broadcast](/docs/whatsapp/broadcasts). |

Click the customer's name in an open chat for **Details**: their number, time left in the window, message count, and what the chat has cost.

## The 24-hour reply window [#the-24-hour-reply-window]

The bar above the message box shows **You can reply for** and the time left. Once it closes, you can only **Send a template**. See [the 24-hour window](/docs/whatsapp/how-it-works#the-24-hour-customer-service-window).

## Take over a chat [#take-over-a-chat]

  
    ### Take over [#take-over]

    Click **Take over chat**. The agent stays quiet until you hand it back. Sending a message yourself also takes the chat over.
  

  
    ### Reply [#reply]

    Type and click **Send**. Your messages show as sent by you.
  

  
    ### Hand back [#hand-back]

    Click **Hand back to agent**. The agent answers the customer's next message.
  

While your team handles a chat, nothing automatic goes to that customer: no agent replies, broadcasts or workflow messages.

## Send photos, documents, and templates [#send-photos-documents-and-templates]

Click &#x2A;*+** next to the message box:

* **Photo or document.** Photos up to 5 MB; PDF, Word, Excel or text files up to 16 MB.
* **Template.** Opens the template picker. See [Send a template in a chat](/docs/whatsapp/templates#send-a-template-in-a-chat).

## Start a new chat [#start-a-new-chat]

New chats start with a template. Click **New chat**, then follow [Send a template in a chat](/docs/whatsapp/templates#send-a-template-in-a-chat).

## Reading messages [#reading-messages]

* **Ticks** show sent, delivered and read, as in WhatsApp.
* **Reply** on a message quotes it.
* **Voice notes** play in the chat, with a transcript below.
* **Reactions** show under the message they were added to.
* **Not delivered** means a message failed. Click **Details** for the reason and a link to its [error code](/docs/whatsapp/error-codes).

## Why the agent did that [#why-the-agent-did-that]

Click the sparkle button (**Show agent insights**) at the top of a chat. When the agent reacts, sends a voice note, or asks for a location, a line under its reply explains why.

## Who can reply [#who-can-reply]

Anyone with WhatsApp access can read chats. Replying and taking over need edit access.