Shared Inbox

Read and reply to WhatsApp conversations on your Edesy number from one inbox. Send text or an image, track unread messages, and assign, close or reopen conversations over the API.

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The shared inbox in wa-connect.edesy.in shows every WhatsApp conversation on your Edesy numbers in one place. Your team can open a conversation, read the message history and reply with text or an image. Over the API you can also assign a conversation to an agent, close it, reopen it and mark it read.

Facts#

Item Detail
Where wa-connect.edesy.in > Conversations
Who can use it Members of your Edesy workspace
Reply types in the portal Text, image (by public URL)
Search By conversation
Unread Unread count per conversation; opening a conversation marks it read
24-hour window Free-form replies only within 24 hours of the customer's last message; after that, send a template
Conversation status active, expired (24-hour window passed), closed, blocked
API actions List, get, update, assign, unassign, close, reopen, mark read

How it works#

  1. A customer messages your number. The conversation appears in Conversations with a preview and unread count. A message.received webhook is sent too.
  2. Open the conversation. The history loads and the conversation is marked read.
  3. Reply with text, or paste an image URL to send an image.
  4. Track delivery. Message status moves through sent, delivered and read, or failed.
  5. Manage the conversation with the API: assign it to an agent, close it when done, reopen it if the customer writes back.

Conversations API#

Base URL: https://voice-api.edesy.in/v1/whatsapp. Auth: Authorization: Bearer sk_....

Method Path Description
GET /conversations List. Query: status, search, phone_number_id, agent_id, has_unread=true, sort_by (default last_message_at), sort_order, page, per_page
GET /conversations/{id} One conversation
PATCH /conversations/{id} Update customer_name, labels, assigned_to_agent_id or status
POST /conversations/{id}/assign Assign. Body {"agent_id": "..."}
DELETE /conversations/{id}/assign Unassign
POST /conversations/{id}/close Close
POST /conversations/{id}/reopen Reopen
POST /conversations/{id}/read Mark as read
GET /messages?conversation_id={id} Messages in a conversation

Each conversation includes customer_phone, customer_name, status, unread_count, message_count, last_message_preview, last_message_at, window_expires_at, can_reply_freely and assigned_to_agent_id.

FAQ#

Can several people answer from the same WhatsApp number?#

Yes. Everyone in your Edesy workspace sees the same inbox for your connected numbers.

Why can't I send a free-form reply?#

WhatsApp allows free-form messages only within 24 hours of the customer's last message. After that the API returns MESSAGING_WINDOW_EXPIRED; send an approved template instead.

How do I know if the 24-hour window is open?#

Check can_reply_freely and window_expires_at on the conversation.

Can I send images from the inbox?#

Yes. Paste a public image URL. Audio, video and documents can be sent through the API.

Can I assign conversations to agents?#

Yes, with POST/v1/whatsapp/conversations/{id}/assign. You can filter the list by agent_id.

Does the inbox connect to my CRM?#

Use the message.received and message.status webhooks to push messages into your own system.

Is this the same as the contact center agent desktop?#

No. The inbox is for WhatsApp messages. Voice calls are handled in the Cloud Contact Center.

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