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The AdsEra WhatsApp Chat Inbox is your central hub for all real-time customer conversations. From here, you can reply to inquiries, send rich media, use pre-approved templates, and manage your contacts efficiently. Want to Manage WhatsApp Chats? Go to the AdsEra Chat Inbox Page → The WhatsApp Chat Inbox interface. The inbox is organized into three main panels: the Conversation List, the Chat Window, and the Contact Details panel. Each is packed with tools to make your workflow faster and more organized.

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1. The Conversation List (Left Panel)

This panel on the left displays all your ongoing conversations. It’s designed to help you quickly find and prioritize customer chats.

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WABA Selector

At the very top, you’ll find a dropdown menu to select your WhatsApp Business Account (WABA). If you have multiple WhatsApp numbers connected to AdsEra, you can switch between them here to view and respond from the correct number.

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Searching and Advanced Filtering

  • Simple Search: Use the Search contacts… bar to quickly find a conversation by name or phone number.
  • Advanced Filters: Click the filter icon (ᯤ) next to the search bar to open the “Chat Filters” modal. This powerful tool allows you to create specific views of your inbox based on multiple criteria.
The Advanced Filter modal for chats.
  • Chat Status: Find conversations that are All, Open, Closed, or part of a Broadcast.
  • Read Status: Isolate All, Read, or Unread messages.
  • Conversation Window: Filter for All, Active (within the 24-hour window), or Expired conversations.
Use the “Load a list or a segment” dropdown to instantly view chats from contacts who are part of a specific list or dynamic segment you’ve created in the Audience section.
For the most granular control, you can build your own filter logic:
  1. Select a condition (e.g., “Recipient of campaign(s)”, “Email address”, “Subscribed whatsapp”).
  2. Choose an operator (e.g., “is equal to”, “contains”).
  3. Provide a value to filter by.
  4. Chain multiple rules together using the AND / OR buttons to create complex queries.

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2. The Chat Window (Center Panel)

This is where the direct interaction with your customer happens.

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Chat Header

  • Contact Info: Shows the name and avatar of the customer.
  • Message Search: Click the search icon to find specific text within the current conversation history.
  • 24-Hour Session Timer: A circular progress bar that shows how much time is left in WhatsApp’s 24-hour customer service window.
  • Contact Details: Click the information icon (ⓘ) to open the full Contact Details panel on the right.

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Message Timeline & Status

To see the exact delivery timeline of a message you’ve sent, hover over the message bubble. An info icon (ⓘ) will appear. Clicking it opens a “Message info” drawer from the left. The Message Info timeline drawer. This drawer shows the precise timestamps for each status:
  • Sent: The time the message left AdsEra’s servers.
  • Delivered: The time the message was successfully delivered to the recipient’s device.
  • Read: The time the recipient opened and read the message.

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The Message Composer

This is where you write your replies. The composer’s functionality changes based on the 24-hour session window.
While the session timer is active, you have full access to the composer:
  • Text Area: Type any free-form message up to 4096 characters.
  • Attachments: Send rich media like images (5MB), videos (16MB), audio (16MB), or documents (100MB).
  • Snippets & Templates: Use quick replies or pre-approved templates to respond faster.

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Using Snippets and Message Templates

Snippets are saved, reusable text blocks for answering common questions quickly and consistently.
  1. Click the snippet icon in the composer.
  2. In the “Snippets” modal, search or select the snippet you need. They can include personalization variables like {{FIRSTNAME}}.
  3. Clicking a snippet will instantly populate it in your message composer.
To learn how to create and manage your own snippets, see our Snippets Management guide.
Message Templates are required to start a new conversation or to reply to a customer after the 24-hour window has expired. These must be pre-approved by Meta.
  1. Click the template icon in the composer.
  2. In the “Select template” modal, browse and choose your desired template.
  3. If the template contains variables (e.g., {{name}}), a new “Variables” modal will appear. Here you can fill in the dynamic content. You can either select a contact property (like First Name) or enter static text.
  4. Preview the final message and click Send.

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3. Contact & Conversation Details (Right Panel)

Clicking the info icon (ⓘ) in the chat header opens this powerful CRM panel, giving you a full 360-degree view of the contact. The Contact Details side panel.
View and edit the contact’s core information, such as their name, email, and subscription status for both WhatsApp and Email.
See which contact Lists the user belongs to and which Labels (tags) have been applied. This helps you understand their customer segment at a glance.
View any custom data fields you’ve stored for this contact, such as LEAD_STATUS or SERVICE_TYPE, for highly personalized conversations.
Quickly add CRM activities without leaving the chat:
  • Note: Add an internal note for your team.
  • Task: Create and assign a follow-up task.
  • Call Log: Log details from a phone call.