> ## Documentation Index > Fetch the complete documentation index at: https://codking.tech/documentation/llms.txt > Use this file to discover all available pages before exploring further. # WhatsApp Inbox > Read and answer customer WhatsApp messages in one place. Learn the conversation list, filters, labels, reply window and the AI on and off switch. 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. > [!NOTE] > > The inbox needs a connected WhatsApp number. If you have not connected one yet, start with [Meta and WhatsApp approval](https://codking.tech/documentation/business-whatsapp/meta-approval.md) and [Connect your number](https://codking.tech/documentation/business-whatsapp/connect-number.md). ## The inbox at a glance ![WhatsApp inbox with the summary numbers, status tabs, search box, filters and conversation list](https://mintcdn.com/codking/YMcHEa0zR91M3ULO/images/wi-01-inbox-overview.png?fit=max\&auto=format\&n=YMcHEa0zR91M3ULO\&q=85\&s=0912fda5feac55c6abd1a88b2c546f71) | Part of the screen | What it does | | - | - | | **AI agent** | Opens the [AI agent](https://codking.tech/documentation/whatsapp-inbox/ai-agent-setup.md) page, where you decide what the AI answers for you. | | **Inbox settings** | Opens [Inbox settings](https://codking.tech/documentation/whatsapp-inbox/settings.md) for welcome and away messages, business hours, keyword replies, saved replies and labels. | | **Median first response** | How quickly your team usually sends the first reply. It shows a dash until there are conversations to measure. | | **Open** | How many conversations are waiting. | | **Resolved this week** | How many conversations were resolved this week. | | **Open, Pending, Resolved and All tabs** | Group the list by conversation status. The number next to a tab is how many conversations it holds. | | **Search** | Finds a conversation by customer name, phone number or order number. | | **Everyone and All labels** | Narrow the list by teammate, or to one label. | | **Unread only** | Hides conversations you have already opened. | 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. ## 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](https://mintcdn.com/codking/YMcHEa0zR91M3ULO/images/wi-02-conversation.png?fit=max\&auto=format\&n=YMcHEa0zR91M3ULO\&q=85\&s=a12267c312bb5de7ea755475fce57174) 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](#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](https://codking.tech/documentation/whatsapp-inbox/settings.md#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**. ## 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](https://mintcdn.com/codking/YMcHEa0zR91M3ULO/images/wi-04-labels.png?fit=max\&auto=format\&n=YMcHEa0zR91M3ULO\&q=85\&s=2dd033c480994cdf56cc510763d77656) 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](https://codking.tech/documentation/whatsapp-inbox/settings.md#labels). 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. ## 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](https://mintcdn.com/codking/YMcHEa0zR91M3ULO/images/wi-03-ai-handover-bar.png?fit=max\&auto=format\&n=YMcHEa0zR91M3ULO\&q=85\&s=af48e91d96213331e7d5edc109006db9) When the window is closed, a warning explains it and offers **Send a template**. Pick an approved [template](https://codking.tech/documentation/business-whatsapp/templates.md) to start the conversation again. ## 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. > [!TIP] > > 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. > [card] [Inbox settings](https://codking.tech/documentation/whatsapp-inbox/settings.md) > > Welcome and away messages, hours, keywords, saved replies and labels. > [card] [AI agent](https://codking.tech/documentation/whatsapp-inbox/ai-agent-setup.md) > > Let AI answer order, COD and product questions for you. 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