Answering customers
Everyone who messages you lands in one place, whether they wrote on WhatsApp or Instagram.
One inbox, however they reached you
Messages from your WhatsApp number and your Instagram account arrive in the same list, newest first. Anyone on your team can open a conversation and reply. If the same person has written to you on both, Engage notices and offers to join them into one customer — it never does that silently, because an email address can belong to a whole household.
Taking over a conversation
Press I’m handling this and automatic messages stop for that customer while you deal with them. It stops your follow-ups talking over you mid-conversation. Press it again when you are done.
Done with a conversation?
Close moves it out of the Open tab. Nothing is deleted — the customer, the thread and every message stay exactly where they are, and if that person writes again it comes straight back to Open. Snooze puts it aside until later today, tomorrow or next week, and it returns by itself when the time comes.
The one rule: twenty-four hours
WhatsApp lets you reply freely for 24 hours after a customer writes to you. Inside that window you can say anything, as often as you like. Meta gives you 1,000 such replies a month at no charge and prices the rest at your country’s utility rate.
After 24 hours of silence, WhatsApp stops ordinary replies. This is Meta’s rule, not ours, and it exists so businesses cannot message people who have gone quiet. Engage closes the message box and tells you, rather than letting a message fail silently.
To reach someone after that, you send an approved template — a message you wrote in advance and Meta checked. The moment they reply, the 24 hours start again and you are back to normal.
You will see a countdown on every conversation
Each one shows how long you have left, like “22h left”. When it runs out the box changes to offer a template instead, so you are never guessing.
When someone asks you to stop
If a customer replies STOP, Engage records it and refuses to message them again — from the inbox, from a follow-up, from a campaign, from anywhere. You will see them marked Opted out. This protects your number: Meta watches how people react to your messages, and enough blocks will get a number restricted.
Next
Automatic follow-ups →
The message you were too busy to send, sent for you.