When a customer replies to one of your messages, the reply lands here. The Inbox is a normal chat screen: conversations down the left, the open conversation in the middle, and a box at the bottom to type in.
The Inbox with the conversation list badged 1, the customer header badged 2 and the message history badged 3. The Replies open chip is boxed and the Notes button is circled
1. The conversation list. Two filters sit above it. The first filters by state, the second by which of your numbers the customer wrote to. Each row shows the customer, the number they wrote to, and their last message. 2. The customer header. This tells you more than just a name. It shows the number, a button to copy it, a link to open the chat in WhatsApp itself, and View client to open their record in EzFlow. Under that is a short history: when you first saw them, when they last wrote to you, when you last wrote to them, how many messages in and out, and whose turn it is. The chips on the right tell you which number this chat is on, what it has cost so far, and how long the free reply window has left. 3. The message history. Your messages are green and sit on the right. Theirs sit on the left. The two chips at the very top right, This month and Total, show what your replies have cost.

​
The 24 hour window

This is the one rule that explains why the reply box is sometimes open and sometimes not. When a customer messages you, WhatsApp opens a 24 hour window. Inside that window you can write anything you like, as many times as you like, and it is free. Outside it, you may only send an approved template, and that costs credits. The window closes 24 hours after their last message. The boxed chip in the picture, Replies open for 4h 9m, is the countdown.
Answer while it is still free. A reply inside the window costs nothing, and a template after it closes costs credits. If you are going to answer at all, answering the same day is both faster for the customer and cheaper for you.

​
Answering a conversation

Open a conversation from the list, type your answer in the box at the bottom, and press Send or Enter. Shift plus Enter gives you a new line. The line above the box, Replying from, tells you which of your numbers the answer will leave from.
The reply box at the bottom of a conversation, boxed, with the Send a template icon and the Send button circled

​
When the window has closed

If the last message from the customer is more than 24 hours old, you cannot type freely any more. Press the small document icon beside the reply box. A dialog titled Send a template opens with your approved templates. Pick one and it goes out as a normal template message and costs credits.
The Send a template dialog listing approved marketing and utility templates

​
Pictures, voice notes and files

If a customer sends a picture, a voice note, a video or a file, it appears in the conversation. Audio and video play in place. Tap a picture to open it full size.
A picture opened full size, with the Actual size and Download buttons circled and the close button circled
Actual size shows the picture at its real size and Download saves it. The cross at the top right closes it.

​
Private notes

Press Notes in the customer header to add a note to a conversation. A note is only for you and your staff. The customer never sees it, and it is never sent to WhatsApp. Use it for things like “promised a refund, waiting on approval” so whoever picks up the chat next knows where it stands.
The notes panel for a conversation, with the Save note button circled. It says the note is private and never sent to the customer

​
Closing a conversation

The three dots at the far right of the customer header open a small menu with Archive and Close.
The conversation menu open, with Archive and Close boxed
Close marks the conversation as finished so it drops out of your active list. Archive tucks it away. Neither one deletes anything. The history stays, and if the customer writes again the conversation comes straight back. A closed conversation shows Reopen in the same menu.

​
STOP and START

If a customer replies STOP, EzFlow adds them to the do-not-message list and they will not get another marketing message. If they later reply START, they are taken off it again. Both happen automatically and you will see the messages in the history.

Campaigns

Where most replies come from.

WhatsApp Credits

What a reply costs, and when it is free.