Product guides

Unibox inbox

Unibox brings the chats of your connected WhatsApp numbers into one inbox in the dashboard. Your team can read conversations, reply from the browser and turn a chat into a support ticket, without handing the phone around.

Before you start#

The Unibox add-on. Unibox is an add-on, not part of the base plans. It costs $20/month or $200/year for each WhatsApp number you use in Unibox, and each add-on quantity lets you add one number. Buy it under Available Add-ons on Billing & Plans inside the dashboard. Add-ons need a paid plan. See Plans and billing.
A listener for each number. A number only syncs into the inbox once it's added as a listener on the Incoming Triggers page and the listener is active. See Webhook listeners.
A connected number. The number must stay connected on WhatsApp settings for new messages to sync and replies to be sent.
You must be an owner or editor of the workspace.

Open the inbox#

In the sidebar, open Unibox and click Inbox, or go to Inbox.

If something isn't set up yet, the inbox tells you when it opens:

Popup	Meaning	What to do
Setup Required	No listeners have been added.	Click Setup Unibox Listener and add one.
Listeners Inactive	Every listener is switched off.	Click Go to Listeners and enable one.
WhatsApp Disconnected	A listener's number has lost its WhatsApp connection.	Click Go to WhatsApp Settings and reconnect it.

How messages reach the inbox#

Wbiztool checks each active listener's WhatsApp number for new messages every few minutes (at most every 2 minutes per number) and copies them into Unibox. Both directions are included: messages people send you, and messages sent from that number, whether from the phone, a campaign, the API or the inbox.

First sync: when a number is added, up to its 500 most recent messages are imported.
After that: only newer messages are fetched. Checks pause while the number is busy sending messages and while it's disconnected.
Media: photos, videos, voice notes, audio and documents are copied so you can open them in the inbox. Links to media files expire after 30 days.
Retention: inbox messages are permanently deleted 90 days after the message was sent or received, so older conversation history disappears from Unibox.

Read conversations#

The left column lists conversations, most recent first, with a preview of the last message, its time and a Group or Business badge where it applies. Up to 50 conversations are shown at a time. Use search or the account filter to reach older ones.

Filter by number: the account menu at the top shows All Accounts and each number in Unibox. Numbers marked (Offline - Click to Login) are disconnected; choosing one offers to take you to WhatsApp settings. ➕ Add Number to Unibox opens the listeners page.
Search: type at least 2 characters in Search or start new chat to match a contact's name, phone number or WhatsApp ID. With 4 or more characters, the text of messages from the last 30 days is searched too. Clear the search with the × in the box.

Click a conversation to open it. The chat shows its 50 most recent messages. Images and videos open larger when clicked, and audio and voice notes play in the chat.

Reply to a message#

Open the conversation
Click the contact in the left column.
Write your reply
Type in Type a message... (up to 5,000 characters) and press Enter or click the send button.
Or send a file
Click the paperclip and choose an image, video, audio file, PDF, Word or Excel document. It's sent straight away. Images are sent as images, and other files as documents. Videos and audio files are also sent as documents, not as playable video or voice messages. Send MP3 or M4A audio, MP4 video, and PDF, DOCX, XLS or XLSX documents: OGG audio (such as voice-note files) is marked Failed with File type not supported, but the file may already have been delivered, so check the chat before sending it again, and some other types, such as WAV audio, MOV video and Word .doc files, arrive with .pdf added to the file name.

Your reply appears in the chat immediately and is sent from the number the conversation belongs to, the same way as any other Wbiztool message:

It's queued and appears on Reports, and counts towards your message usage.
If it isn't sent within 24 hours, for example because the number is disconnected, it expires.
The chat updates when the sent message syncs back from WhatsApp.

Real-time updates#

While the inbox is open, it updates as new messages sync, without reloading the page:

New messages appear in the open chat, and incoming messages play a notification sound.
The conversation list updates with the latest message.

Updates arrive when the number's next sync finishes, so there can be a delay of a few minutes after a message is sent on WhatsApp.

Create a ticket from a chat#

Turn a conversation into a ticket so your team can track it to resolution.

Open the conversation
Select the contact the ticket is about.
Open the Tickets tab
Click the ticket icon in the narrow bar on the right. The Support Tickets panel lists this contact's tickets that aren't closed.
Add a ticket
Click Add. In Create New Ticket, enter a Title (required) and optionally a Description, Priority (Low, Medium, High or Urgent; Medium by default), Due Date and Tags separated by commas.
Save
Click Create Ticket. The ticket gets a number such as TKT-0001. Numbering starts at TKT-0001 in each workspace.

Manage the ticket's status, assignment and comments on the Tickets page. The View Details button on a ticket in the inbox panel doesn't open anything yet.

Troubleshooting#

Message or problem	What to do
Unibox Add-on Required when you click Add New Listener	Your workspace doesn't have the Unibox add-on. Buy it under Available Add-ons on Billing & Plans inside the dashboard.
`You have reached your unibox numbers limit` when adding a listener	Each unit of add-on quantity covers one number. Increase the Unibox add-on quantity on Billing & Plans, or delete a listener you no longer need.
A conversation's messages don't load and replies aren't sent	The Unibox add-on isn't active, for example after it was cancelled. Buy it again on Billing & Plans.
The page shows only `{"status_code": 403, "message": "Access denied"}`	Your role is Analyst. Ask the workspace owner for editor access.
No contacts found	No messages have synced yet. Check the listener is Active and its number is connected, then wait a few minutes.
New messages don't appear	The number may be disconnected, or busy sending a campaign. Messages sync once it's free.
`No contacts found for "…"`	Nothing matches your search. Check the spelling, or search part of the phone number.
`Search is taking too long`	Use more specific search words.
Reply stays unconfirmed or shows as failed	Check the number is connected and look for the message on Reports. If Reports shows "Sending was interrupted and may have been delivered. Check WhatsApp before resending.", check the chat on WhatsApp before sending it again.
An old image or file won't open	Media links expire 30 days after the message was synced.
`Please select a contact first to create a ticket.`	Open a conversation before clicking Add.