> ## Documentation Index > Fetch the complete documentation index at: https://docs.cliqo.io/llms.txt > Use this file to discover all available pages before exploring further. # Conversations: replying to people who messaged you on WhatsApp > Cliqo's inbox: who replied or messaged you on WhatsApp, Meta's 24-hour window, and how to reply, resend or start a conversation. **Conversations** is where you handle, one by one, the people who talked to your brand on WhatsApp. It sits in the side menu as **Conversations**. Today the screen shows **WhatsApp only**. Email doesn't come in here. ## Who shows up here The rule is simple: **sending a campaign doesn't open a conversation. A reply does.** * People who **replied** to a campaign or a flow, or who **messaged you** on their own, show up here. * People who only **received** the campaign don't. The send results live in the campaign tracking. * People **you** reached out to with **New conversation** also show up, marked **You started it · no reply yet**, until they reply. If you sent a WhatsApp campaign in the last 48 hours, a card at the top of the list sums up how many messages went out and how many people replied. **See full tracking →** takes you to the WhatsApp campaign tracking. ## The three views | View | What it shows | | - | - | | **Needs a reply** | Conversations where the last message is from the customer and nobody has replied yet. This is the default queue. | | **All** | Everything, in groups: **Need you**, **Need you · window closed**, **Waiting on them**, **Resolved** and **Opted out**. | | **Asked to opt out** | People who replied SAIR (or PARAR, STOP, CANCELAR, DESCADASTRAR — the Portuguese opt-out words). | The **Needs a reply** queue is sorted by deadline, not by newest message: the conversation whose window closes first comes first. That way you don't lose someone who is about to drop out of the window. When you reply, the conversation leaves the queue on its own. You don't need to mark anything. ## The number in the menu The number next to **Conversations** counts WhatsApp conversations where the customer spoke last **and the 24-hour window is still open**. That's what you can answer right now with free text, no template cost. So it can be **smaller** than the **Needs a reply** count: that view also includes people who wrote more than 24 hours ago. They are still waiting, but replying to them now takes an approved template. The number refreshes on its own about once a minute. Each conversation's unread dot clears when you open it. ## The 24-hour window This is Meta's rule, not Cliqo's. The window opens when the **customer sends you a message** and stays open for **24 hours from their last message**. Your reply doesn't reopen the window. | Situation | What you can send | | - | - | | Window open | Free text, no template cost. If you prefer, **Send a template**. | | Window closed | Only a template approved by Meta. | The badge at the top of the conversation shows the time left, for example **24h window · 3h 20min**. It turns amber when less than 1 hour is left and changes to **24h window closed** when time runs out. In the list, a small clock shows the hours left. Cliqo also checks the window when sending: free text outside the window is refused, even if the screen is out of date. ## Replying **1. Open the conversation** Tap the conversation in the list. On a phone, the conversation fills the whole screen. **2. Write and send** Type in the box at the bottom. **Enter** sends and **Shift+Enter** adds a new line. The limit is 4,000 characters. **3. Follow delivery** The ticks next to the time show whether the message was sent, delivered or read. A red icon means it failed. To reply, you need the **Editor** role or higher on the account. A **Viewer** can see conversations but can't send. ## When the window is closed The text box is replaced by a list, with a notice that the person must have messaged you in the last 24 hours. 1. Under **Pick an approved template**, tap the template. 2. Fill in every variable. The preview shows how the message will look. 3. Tap **Send template**. To change it, use **Pick another**. Some templates appear greyed out, with the reason. For example, **Tracked link button — use it in a campaign**: that kind of template only works in a campaign. If no template is approved yet, create one under **Templates**. When the customer replies to the template, the window opens again and you're back to free text. ## Resending a message that failed On one of your text messages that failed, **Resend** appears. It sends a new message with the same text. The failed one stays marked as failed. * With the window closed, **Resend** is disabled. * If the same text already went through after the failure, **Already resent** shows instead of the button. This avoids sending the same message twice. ## Resolving a conversation without replying Not every message needs an answer. **Resolve**, at the top of the conversation, takes it out of the queue. It stays under **All**, in the **Resolved** group. **Reopen** puts it back in the queue. > [!NOTE] > > If the customer writes again in a resolved conversation, it stays under **Resolved**. Check that group now and then and tap **Reopen** to put the conversation back in the queue. ## People who asked to opt out When someone replies with just the word SAIR (or one of the other words in the table above), the conversation moves to **Asked to opt out**, leaves the queue, and the text box locks with a notice that the contact opted out. This view stays on screen even when empty, so you can check who left before sending again. ## Starting a conversation **New conversation**, at the top of the screen, opens the **Start a conversation** panel. 1. Enter the number with country and area code (e.g. 5511999998888). If you forget the 55, Cliqo adds it. 2. Under **Pick an approved template…**, choose the template and fill in the variables. 3. Tap **Send and open**. Only an approved template works here, because the person hasn't opened the window yet. Cliqo refuses to send to someone who asked to opt out. You can also reach a conversation from the contact card under **Audience › Contacts**: the **WhatsApp** button opens that person's conversation, if one already exists. ## Next steps * [Connect your WhatsApp number](https://docs.cliqo.io/en/whatsapp/conectar-seu-numero.md) * [Create and get a message template approved](https://docs.cliqo.io/en/whatsapp/modelos-de-mensagem.md) * [Opt-in and consent for WhatsApp](https://docs.cliqo.io/en/whatsapp/opt-in.md) This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.