Set Up WhatsApp Inbox on Your POS

In this article

The POS Inbox lets your counter staff view, read, and reply to WhatsApp conversations without ever leaving the POS screen. When a customer messages "Is my laundry ready?" your staff can look it up and reply instantly — from the same screen they use to process orders.

Contents

What Is the POS Inbox?

The Inbox is a messaging screen built right into your POS app. It connects to your business's WhatsApp account and shows all your customer conversations in one place — so your counter staff can read and reply to messages while they work.

Why do you need it?

Without the Inbox, your staff would need a separate phone or browser tab open just to check WhatsApp messages. That means switching back and forth, missing messages during busy periods, and no easy way to know which conversations have been handled.

With the Inbox on your POS:

Staff stay on one screen. They can check messages between serving customers — no app-switching needed.
Nothing gets missed. An unread badge on the tab shows how many messages are waiting, and a notification sound plays when new messages arrive.
Anyone on shift can help. Unassigned conversations appear in a shared tab, so whoever is free can pick them up.
It's all in real time. Messages sync instantly — whether someone replies from the POS or from the console, everyone sees the same thing.

Think of it as your shop's WhatsApp inbox, but built into the same screen your cashier already uses every day.

Before You Start

Your business must have a WhatsApp Business account connected. This is set up through the console's Integration / Company settings — not in the POS setup itself. Learn how to connect your WhatsApp account →
If WhatsApp is not connected, the Inbox will still display any existing conversations, but staff won't be able to start new ones (the WhatsApp button won't appear).

Setting Up the Inbox Page

In the console, go to Settings → Apps.

Open your POS app.

Under Pages, click + Add Page.

A dialog appears showing page templates grouped by category. Under Communications, select the Inbox card.

Enter a Page Name (e.g., "Inbox") in the dialog that appears.
Configure the Inbox block settings (see the table below), or leave the defaults for now.
Click Create.

Add the Inbox Tab to Your POS App

The page is created, but it won't show up on the POS yet — you need to add it as a tab under App Shell.

In your POS app settings, scroll up to the App Shell section.
Under Home Tabs, click + Add Tab.

Optionally, click the icon on the left to choose a tab icon.
In the Label field, type a name for the tab (e.g., "Inbox").
In the Link Page dropdown, select the Inbox page you just created.
Click Save.

The Inbox tab now appears in your POS bottom navigation bar. The tab icon shows an unread badge count so your staff always knows when messages are waiting.

Inbox Settings Explained

You can access these settings during page creation or anytime by tapping the Inbox block in your app editor.

Setting	Default	What it does
Show Unassigned	On	Shows or hides the New tab — a list of conversations not yet assigned to any staff member.
Show All Conversations	On	Shows or hides the All tab — a list of every open and closed conversation.
Manage conversation state with Deal Pipeline	Off	Replaces the simple open/closed system with deal pipeline stages. When turned on, the Close button is hidden and stage filters appear instead.
AI Suggested Replies	Off	Lets you pick an AI agent that auto-suggests reply drafts for incoming messages.

Note: If you turn off Show Unassigned, unassigned conversations will not count toward the tab's unread badge. This means staff won't be alerted to new incoming messages that haven't been claimed yet — so only turn this off if you have a separate workflow for assigning conversations.

How Your Staff Will Use It

When staff tap the Inbox tab on the POS, they'll see a split-screen view.

Left Panel — Conversation List

Search bar at the top to find conversations by customer name.
Label selector to filter conversations by label.
Three tabs (when both optional tabs are enabled):

Tab	What it shows
You	Conversations assigned to the logged-in staff member (active).
New	Unassigned conversations waiting to be claimed. Shows a badge count.
All	Every conversation. Has a sub-toggle between Open and Closed, plus a filter by team member.

The You and All tabs also have an All / Pending sub-toggle to show only conversations waiting for a business reply.
Conversations are sorted newest first. Each row shows the customer name, last message preview, timestamp, and unread count.

Right Panel — Conversation View

Header with the customer name, WhatsApp icon, and an overflow menu ⋮.
Full message thread with timestamps.
Message input at the bottom for typing replies.

Replying to Messages

Staff can type and send free-form replies to any active WhatsApp conversation that's within the 24-hour messaging window.

⚠️ Important: WhatsApp requires that businesses reply within 24 hours of the customer's last message. If the window has expired, the input area will show: "This conversation is outside the 24-hour window. Use a template message to re-engage." Staff will need to select a pre-approved WhatsApp template message instead.

Starting a New Conversation

When no conversation is selected, the right panel shows a Start new conversation form:

Enter the customer's phone number.
Select the WhatsApp account (if your business has more than one connected).
Tap Start WhatsApp.

Closing and Reopening Conversations

To close a conversation: tap the overflow menu ⋮ in the conversation header and select Close conversation.
To reopen a closed conversation: an Attend button appears in the input area — tap it to claim and reopen the conversation.

Note: If Deal Pipeline mode is turned on, the Close button is hidden. Conversations are managed through pipeline stages instead.

Claiming Unassigned Conversations

If a conversation is unassigned (in the New tab), the message input area is replaced by an Attend button. Staff must tap Attend to claim the conversation before they can start typing.

Real-Time Updates

The Inbox syncs in real time — new messages appear instantly without refreshing, and the unread badge in the POS tab bar updates automatically. A notification sound also plays when a new message arrives, so staff won't miss anything even if they're on a different tab.

FAQs

What if no one claims a conversation?

Unassigned conversations sit in the New tab until a staff member taps Attend. If you've turned on the Show Unassigned setting, the tab badge will count these — helping make sure nothing gets missed.

Does the POS Inbox sync with the console Inbox?

Yes — both the POS and the console read from the same data, so they are always in sync. A conversation replied to in the console will show the reply on the POS too, and vice versa.

Tip: If your shop has a dedicated person handling WhatsApp messages, you can turn off Show Unassigned and Show All Conversations so other staff only see conversations assigned to them — keeping the screen clean and focused.

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