Zenvlo Engage guide

Use the inbox

Answer WhatsApp and Instagram chats in one place, take over from the AI, and handle the 24-hour window.

Open Inbox in the sidebar (Inbox & Chats). It shows the WhatsApp Inbox in Business mode and the Instagram Inbox in Creator mode. Use the search box to find a contact, number or message.

The Inbox
The Inbox with All, Human, Automated and Resolved filters.

Filter your chats

  • All: every chat.
  • Human: chats a person is handling.
  • Automated: chats the AI or an automation is handling.
  • Resolved: finished chats.

Take over, hand back, resolve

  • Take over pauses automations and the AI so you can reply yourself.
  • Hand back to AI lets the AI continue.
  • Resolve closes the chat. Reopen brings it back.
  • Contact Info shows details and Audience Tags. Use Add Tag to label a person, for example VIP.

The 24-hour window (WhatsApp)

WhatsApp lets you send free-form messages only for 24 hours after the customer last wrote to you.

  • While it is open the banner says 24-Hour Customer Care Window active. Type freely.
  • After it closes the banner says 24h Care Window Closed and you must use an approved template. Press Choose Template.
  • Type / in the message box to open Pre-Approved Templates and pick one.
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