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The shared inbox

Receive and reply to inbound messages threaded into conversations — and understand the WhatsApp 24-hour window.

Last updated 18 June 2026

Conversations

Inbound messages thread into conversations in the Inbox. Each conversation is one contact on one channel, with the full transcript oldest-first. Replying from the inbox sends through the same channel and threads into the conversation.

The 24-hour window (WhatsApp)

On WhatsApp you can free-reply within 24 hours of the customer's last message. Outside that window you must use an approved template to re-open the conversation — the portal guides you when the window has closed. This is a Meta policy, not a Servus limit.

Opt-out from the inbox

A contact who replies STOP (and equivalents) is opted out automatically; the inbox shows the opted-out state and further sends to them are blocked until they opt back in. See Opt-out & compliance.

Reading the inbox over the API

You can read conversations programmatically with an API key that has the Read scope: GET /v1/conversations lists threads (most recent inbound first) and GET /v1/conversations/{id}/messages returns the transcript.