Skip to main content

Reply to WhatsApp Messages in the Mobile Inbox

The mobile Inbox brings customer conversations into Brixi. Use its WhatsApp tab to find those threads and reply from a sender connected to your workspace.

Entry pointBrixi mobile app → Home → Inbox → WhatsApp

Who Can Do This​

Agents with Inbox access and a connected WhatsApp sender can reply. An account admin manages the workspace's WhatsApp connection and access. The Inbox button appears when the feature is enabled for your workspace.

Find and Reply​

  1. Tap the Inbox button in the mobile app header.
  2. Select WhatsApp to show WhatsApp conversations. Use Search to find a name or message, or choose Unread to focus on new replies.
  3. Open the conversation and read the latest messages before responding.
  4. Tap the message composer. Confirm the recipient and choose the connected WhatsApp sender if the app asks you to select a channel.
  5. Write your reply and tap Send. If Brixi says Template message required, tap Use a template, choose an approved template, review it, and send it instead.

The sent message should appear in the conversation. Return to the WhatsApp list to work the next thread.

Common Issues​

IssueWhat to check
Inbox is missingAsk your admin whether mobile Inbox is enabled for your workspace and role.
The WhatsApp tab is emptyTry All, clear Search, and pull down to refresh. New WhatsApp conversations appear when the connected channel receives them.
No WhatsApp sender is availableAsk your admin to check the connected number and your access.
Template message required appearsThe free-form reply window has closed. Choose an approved WhatsApp template in the composer.
Send failsCheck the recipient, sender, connection, and any error shown.

Contact Brixi support if an incoming conversation is missing after your admin verifies the connected number, or if a valid reply repeatedly fails. Include the conversation name, approximate time, and error text.

For the phone workflow, see Use WhatsApp Business on Mobile. An admin connects an existing Business App number in the Brixi web app.

Was this article helpful?If something is unclear or out of date, email support@brixi.ai with the article title — or see Getting Help for what to check first.