Reply to Customer Messages
Replying in the Inbox is built to be fast. Type, paste, attach, or pick a saved reply.
When to use this guide
Every customer message.
Before you start
- An active conversation.
- Awareness of the 24-hour window — see the WhatsApp 24-Hour Rule guide.
Step-by-step
- 1
Type or paste
Use the message box at the bottom. Markdown-style bold (*bold*), italics (_italics_), and lists are supported by WhatsApp.
- 2
Attach media
Click the paperclip to send images, video, audio, PDFs, or other files. Drag-and-drop also works.
- 3
Send a template
Click the Template icon, pick an approved template, fill in any variables, and send. Required when the 24-hour window is closed.
- 4
Use canned replies
Type / to open the canned-reply picker. Set up your team's standard answers under Settings → Canned Replies.
- 5
Mention a teammate
Type @ in the internal note tab to mention a teammate. Mentions are private and never sent to the customer.
What happens next
Replies appear instantly in WhatsApp on the customer's phone. Read receipts (blue ticks) sync back into the Inbox.
Common issues
Message says 'Outside 24-hour window'.
Switch to a template — free-form messages can't be sent after 24 hours of customer silence.
Image upload fails.
WhatsApp limits images to 5 MB. Compress and retry.
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Related guides
WhatsApp Official
WhatsApp 24-Hour Messaging Rule
Understand the 24-hour customer service window and when you must use a pre-approved template.
WhatsApp Official
Submit a WhatsApp Message Template
How to write, submit, and get approval for a WhatsApp Message Template so you can re-engage contacts and send broadcasts.
Inbox
Add Tags and Notes
Use tags to categorize contacts and notes to share private context with your team.
Still need help?
Contact Nuha Chat Support — the more detail you share up front, the faster we can help. Please include:
- Workspace name — so we can find your account.
- WhatsApp number involved in the issue (in international format).
- Screenshot of the issue, including the full error message if one is shown.
- The step you were trying to complete when the issue happened.
We typically reply within a few hours during business days.