What this means
Upstorr Inbox is the place where your team reads and replies to customer WhatsApp messages. It keeps the chat, customer details, team notes, tags, and assignment in one workspace.
Inbox does not connect a WhatsApp number by itself. Connect WhatsApp in the Upstorr admin first. Then open Inbox for the store.
Simple example
A customer sends Where is my order? to your connected WhatsApp number. The chat appears in Inbox. One teammate assigns it to herself, checks the order, sends the answer, and closes the chat. Another teammate can later read the same conversation and its activity instead of asking the customer to repeat everything.
What you need to know
Understand the screen
The Inbox has three main parts:
- Left side: choose the WhatsApp number, search, apply filters, and open a conversation.
- Middle: read the conversation and send a reply while the reply window is open.
- Right side: see the customer, assignment, tags, private notes, quick replies, and activity.
On a small screen, these parts open one at a time. Use the back arrow to return to the conversation list.
Choose the correct WhatsApp number
If your store has more than one connected WhatsApp channel, select the channel name at the top left. A channel means one connected WhatsApp business number. Changing the channel changes the list of conversations below it.
If you see No Inbox channel connected, open the Upstorr admin and connect WhatsApp first.
Open a conversation
Select a customer in the list. Upstorr shows:
- the newest message preview;
- the last-message time;
- an unread count when messages still need attention; and
- the assigned staff member or department, when one is assigned.
Opening a conversation loads its messages and marks incoming messages as read. Select Mark chat unread when you want it to return to your unread work list.
Know who sent an outgoing message
An outgoing message can say Inbox or WhatsApp Business app. This tells you where your team sent it from. Delivery labels mean:
- Sent: WhatsApp accepted the message for sending.
- Delivered: it reached the customer's device.
- Read: the customer opened it.
- Failed: it was not sent; open the failure text to understand why.
Staff access
Staff only see and use Inbox tools allowed by their role. Viewing chats, replying, changing status, blocking, assigning, managing tags, adding notes, editing customers, managing quick replies, and managing departments can be separate permissions.
If a button is missing or disabled, ask the store owner to check your role instead of sharing an owner login.
What happens next
Use filters to find work, reply inside the WhatsApp reply window, and assign conversations so two people do not unknowingly handle the same request.
Common problems
- No conversations appear: Check that you selected the right WhatsApp number and filter.
- A conversation opens but you cannot reply: Your role may not allow replies, the chat may be blocked, or the 24-hour reply window may be closed.
- A tool is missing: Your staff role does not include that Inbox permission.
- The screen says the conversation changed: Another teammate changed it first. Refresh the conversation and try again with the newest information.