How a WhatsApp Business API team inbox works
An inbox built on the WhatsApp Business Platform receives provider events for the business's authorized number and groups them into customer conversations. Team members need a reliable view of sender identity, customer context, timestamps, opt-in state and whether a reply can be sent within the relevant service window.
Inbound conversation handling and webhook integrity
Inbound messages should only enter the connected business's workspace after the provider webhook signature and payload are verified. Contact identity should not be shared between unrelated tenants. TryDataverse staging has isolated inbox conversations, synthetic signed webhook testing and customer opt-out handling. Real public callback operation still needs verification.
Sales handoff, customer success and order follow-ups
A shared inbox can help a sales representative see previous customer questions and an operations team follow up on delivery or service issues. Planned features include richer assignment, automations and agent collaboration, but the public product must not claim every team-routing capability already works.
24-hour service window and template-required replies
For WhatsApp Business Platform customer conversations, free-form responses are not an unlimited always-open channel. Whether a message is allowed may depend on the last customer interaction and Meta's current conversation rules. When an approved template is required, the software must validate it before dispatch.
AI assistant permissions and conversation privacy
Mia and Leo are designed to read or prepare work only within a customer-approved integration grant, with scoped access, expiring credentials and immediate revocation. Read-only access to a chat is not permission for unlimited outbound messages, credit charges or campaign changes.
Private preview availability
The workspace inbox and related API routes are implemented in private staging, but the real public WABA onboarding, production live inbox delivery, agent assignment UX and end-to-end customer messaging service are not public. See the feature-status matrix before planning an operational rollout.