How to use the WhatsApp & Instagram inbox
BrandOps gives you two real, two-way messaging inboxes: one for your WhatsApp Business number and one for Instagram DMs, so you can read and reply to customer conversations without switching to another app.
This guide covers connecting each channel, replying inside the 24-hour messaging window, and turning an Instagram conversation into a Creator CRM record.
WhatsApp Conversations
The WhatsApp inbox is a real two-way thread with every customer who's messaged your connected WhatsApp Business number.
- The conversation list shows each customer's name, phone number, last message, and when it arrived, refreshing automatically every 15 seconds.
- Open a thread to see the full message history, with your replies on the right and the customer's messages on the left, each timestamped.
- Type a reply and press Enter to send (Shift+Enter for a new line). Sent messages show "Sent" or "Failed" under the bubble.
- Replies go out through the WhatsApp Cloud API. A note under the composer reminds you the customer must have messaged in the last 24 hours for a free-form reply to go through.
- Messaging your WhatsApp number with order intent (e.g. "I want to order Face Serum x2") automatically creates a PENDING order at ₹0 for your team to confirm and price before packing.
Instagram DM Conversations
The Instagram DM inbox works the same way as WhatsApp's, plus a shortcut for turning a conversation into a Creator CRM record.
- Unread conversations show a badge with the unread count and bold text; opening a thread marks it read right away.
- If a conversation is already linked to a Creator, a small "Creator" badge links straight to that CRM profile.
- Replies go out through the Instagram Messaging API, with the same 24-hour reply window rule as WhatsApp, noted directly under the composer.
- Clicking a notification about a new DM deep-links you straight into that conversation, so you don't have to hunt for it in the list.
Turning a DM Into a Creator
Instagram conversations that aren't already linked to a Creator CRM record show an "Add as Creator" shortcut in the thread header.
- It pre-fills Name and Instagram handle straight from the conversation, since a real DM thread already gives you a verified handle.
- You can add a Niche before saving.
- The new Creator record is created marked as already reached out, since the conversation itself is the outreach.
- Once added, the thread's header shows the Creator badge and links to that CRM profile going forward.
Connecting Your Accounts
Both inboxes require a one-time connection under Settings → Integrations before conversations start appearing.
- For WhatsApp: generate a verify token, copy the webhook URL, and paste both into Meta Developer Console → your app → WhatsApp → Configuration. Subscribe to the "messages" field and click Verify & Save.
- Your WhatsApp Phone Number ID auto-registers after your first incoming message, or you can paste it in manually. It's required before you can send replies.
- For Instagram: your Instagram Business account needs the instagram_manage_messages scope approved, connected the same way from Settings → Integrations.
- Until a connection is configured, each inbox shows a setup prompt instead of a conversation list.
Staying Current
Both inboxes are built to feel live without you having to babysit a refresh button.
- The conversation list polls for updates every 15 seconds in both inboxes.
- An open thread polls for new messages every 10 seconds so a reply shows up without reopening it.
- A manual refresh icon is available on both the conversation list and an open thread if you want to force an immediate check.
Frequently Asked Questions
Can I actually reply to customers from BrandOps, or is it read-only?
You can reply. Both the WhatsApp and Instagram inboxes are real two-way threads: messages you type and send go out through the WhatsApp Cloud API or the Instagram Messaging API respectively, and the customer receives them as a normal message from your business number or account.
Why does it say a customer must have messaged in the last 24 hours?
Both WhatsApp and Instagram only allow a business to freely reply within a 24-hour window after the customer's last message. It's a platform rule from Meta, not a BrandOps limitation, and it's shown directly under the message composer as a reminder.
How do conversations get into the WhatsApp inbox in the first place?
You connect a WhatsApp Business number by configuring a webhook in Settings → Integrations: generate a verify token, paste the webhook URL and token into the Meta Developer Console, and subscribe to the "messages" field. Once that's done, any customer message creates a conversation here automatically.
Does messaging my WhatsApp number create an order automatically?
Yes, when the message reads like an order. BrandOps creates a PENDING order from an incoming WhatsApp message with order intent (for example "I want to order Face Serum x2"), with the price set to ₹0. Your team confirms the real price and details before packing.
How do I know which Instagram DM conversations haven't been read yet?
Each conversation in the Instagram DM list shows an unread count badge, and its name is bolded while unread. Opening a thread marks it read immediately.
Can I turn an Instagram DM into a Creator CRM record?
Yes, with "Add as Creator" on any open conversation that isn't already linked to one. It pre-fills the name and Instagram handle from the conversation, so you're not hunting down a handle by hand, and the new record starts marked as already reached out.
Do conversations refresh automatically, or do I need to reload the page?
They refresh on their own: the conversation list polls every 15 seconds, and an open thread polls every 10 seconds for new messages, so you don't need to manually refresh to see a reply come in.
Ready to reply to your conversations?
Open the WhatsApp inbox to see and reply to your customer conversations.
Go to WhatsApp InboxRelated guides
Something unclear? Contact support or send feedback from your dashboard settings.