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The WhatsApp inbox is where customer replies to your Business Brand WhatsApp messages land. When a customer answers an order update, a campaign or an abandoned cart message, the reply shows up here, so you and your team can answer from inside COD King. Open it from Inbox in the COD King menu in your Shopify admin.
The inbox needs a connected WhatsApp number. If you have not connected one yet, start with Meta and WhatsApp approval and Connect your number.

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The inbox at a glance

WhatsApp inbox with the summary numbers, status tabs, search box, filters and conversation list
Each row in the list shows the customer, the date of the last message, a preview, and small tags. Window closed means the 24-hour reply window has ended. Coloured tags such as Cancel request are labels.

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Read and reply to a conversation

Click a conversation to open it on the right.
An open conversation with the customer name hidden, the status, assignee and label controls and the message thread
Customer names and phone numbers are hidden in these screenshots.
  • Reply window badge. Shows whether you can still type a free reply. See The 24-hour reply window.
  • Status. Shows where the conversation stands, for example Open. Change it as the conversation moves along, for example once the customer has what they need.
  • Assignee. Shows Unassigned until you give the conversation to a teammate. An assigned teammate is the person emailed if the customer waits too long. See Unanswered conversation email.
  • Labels. Tags that help you sort conversations. The AI agent and the inbox add some labels for you.
  • Message thread. Customer messages are on the left. Your messages, and messages the AI wrote, are on the right. Messages the AI wrote are marked AI assistant.

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Labels

Click Labels to tick the labels that apply to a conversation.
The Labels list with seven built-in labels and two of them ticked
The built-in labels are Order status, Cancel request, Address change, Return/refund, Payment, Campaign reply and Notification reply. You can rename them or add your own in Inbox settings. With Label conversations automatically on, COD King adds Campaign reply, Notification reply and Cancel request for you based on what the customer wrote or replied to.

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The 24-hour reply window

WhatsApp only lets you send a free-text reply for 24 hours after the customer’s last message. After that the window is closed and WhatsApp only allows approved templates. The window opens again as soon as the customer replies.
The bottom of a conversation showing AI on, the Pause AI button and the 24-hour reply window warning with a Send a template button
When the window is closed, a warning explains it and offers Send a template. Pick an approved template to start the conversation again.

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AI on and Pause AI

When the AI agent is switched on, each conversation shows AI on and the line “The AI agent answers this customer.” Click Pause AI if you want to answer this customer yourself. The AI stops replying in that conversation only, and chats you pause yourself stay with your team. Other customers are not affected.
Pause the AI as soon as you start typing a reply to a sensitive customer, so the AI and your team do not both answer.

Inbox settings

Welcome and away messages, hours, keywords, saved replies and labels.

AI agent

Let AI answer order, COD and product questions for you.