Where to find it

Inbox.

How to use it

  1. Select a permitted channel and conversation; use the visible search, status and unread filters to narrow the list.
  2. Review the contact identity and conversation history before replying. Use the composer for text, supported attachments, voice messages or available saved replies.
  3. Use the conversation controls to assign work, change its status, apply conversation tags or record the relevant lead case when available.
  4. Use the message menu for supported reply, forward, copy, download or other channel-specific actions. Review the target before forwarding.
  5. Check pending/sent/delivered/read/failed indicators; inspect failures before retrying. Review AI reply suggestions before sending.

Permissions and important details

Actions vary by channel and permission. Official Meta service windows and templates still apply. A preview, typing indicator or queued message is not proof of delivery. Internal conversation archives require their separate permission.

Delete from platform

Use the message action menu and choose Delete from platform. This is separate from editing or Delete for everyone: it does not delete anything on the recipient’s device. Messages still being sent must finish before deletion.

Deleted message permissions

In Agents, grant Delete platform messages and View deleted messages separately. With neither permission, deleted messages are hidden. Delete permission alone shows only a Deleted message placeholder. View permission reveals the retained original, marked as deleted, in conversations the user can access; it does not allow deletion. With both permissions, the user can delete and view originals. Workspace owners and tenant administrators have both automatically.

Deletion preserves the message identifier, so WhatsApp history sync acknowledges it without restoring it. Background transcription and status updates cannot restore its content. Authorized viewers can view retained attachments; search, exports and automation use the deletion marker. This is visibility control with retained originals, not permanent data erasure or recipient deletion.