When reopening after 24 hoursUtility
support_followup_v1Hi {{first_name}}, following up on your question about {{topic}}. Is there anything else we can help with?
SUPPORT USE CASE
Every customer question, one team inbox.
Bring WhatsApp questions into one shared inbox with the customer’s details and journey history, so your team replies fast and nobody answers twice.
7-day free trial · about 15 minutes to connect your number · Meta bills message charges to you directly (you add a card in Meta)
9:41
Today
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Hi Sarah, following up on your question about your delivery. Is there anything else we can help with?
10:02 amHi! Yes, 6 of our mains are gluten-free, marked GF. Would you like to book a table?
10:14 amYes, Saturday 7pm for 4.
10:15 am ✓✓Booked! See you Saturday.
10:21 amMessage
WhatsApp · New message
Illustrative example. Names and details are made up.
FOR SUPPORT TEAMS
Answer on the channel customers already use.
Questions arrive on WhatsApp, common ones are handled automatically, and your team takes the rest.
- Team
- Support
- Starts from
- Google Sheets · Zapier · Shopify · Contact import
- Goal
- Faster answers and a support history the whole team can see.
- Meta category
- Service (free-form replies within 24 hours; first 1,000 a month per phone number free, then charged per message)
IN PRACTICE
When customers message your WhatsApp number, the conversation should land where your whole team can see it, with the customer’s history alongside. ConvoHut’s shared inbox does that for every inbound message and every reply to a campaign or journey.
THE JOURNEY
How it runs.
- Starts when
- A customer messages your WhatsApp number, or replies to any campaign or journey.
- Stops when
- Conversation resolved by your team.
- Receive The message lands in the shared inbox with the customer’s details.
- Notify The right teammate is notified.
- Reply Answer freely within Meta’s 24-hour customer service window.
- Follow up After 24 hours, reopen the conversation with an approved template.
INBOXIncoming message
INBOXReply freely
INBOXReopen
Styled like ConvoHut’s flow builder. Every node is editable.
THE FULL PLAYBOOK
Everything you need to launch it.
The exact messages, the sheet, the build and the rules.
Template names and wording are examples. Write in your own voice and submit templates to Meta for approval; Meta confirms the category.
Shared inbox for customer questions · example sheet
| A | B | C | D | |
|---|---|---|---|---|
| 1 | first_name | phone | topic | owner |
| 2 | Ruby | +61 4•• ••• | Gluten-free menu | Sam |
| 3 | Oscar | +61 4•• ••• | Delivery time | Jo |
| 4 | Lin | +61 4•• ••• | Returns | Sam |
Only the phone column is required. The highlighted row is the newest: adding it starts the journey. Example data only.
- InboxIncoming message
Lands in the shared inbox with the customer’s details.
- InboxReply freely
Within 24 hours of the customer’s last message.
- InboxReopen
After 24 hours, send an approved template such as support_followup_v1.
On reply
Your team replies in their own words inside the 24-hour window.
On timeout
After 24 hours you need an approved template to message again.
On opt-out
The contact leaves the journey straight away and is excluded from future marketing messages.
Mistakes to avoid
- Staff answering from personal phones.
- Letting the 24-hour window lapse on open questions.
- No agreed owner for incoming messages.
The moment
Three staff are answering WhatsApp on their own phones, and nobody knows who replied to whom.
Customer chats are spread across personal phones. Questions get missed, answered twice, or lost when someone leaves.
Data you need
- Customer name
- WhatsApp number
- Recent orders, bookings or journey
Measure
- Response time
- Conversations handled
- Unanswered messages
- Replies per team member
Good practice
- Reply inside the 24-hour window when you can.
- Use the customer context before answering.
- Agree who owns which conversations.
Works for
Free PDF- Retail and hospitality
- Clinics and services
- Stores handling pre-sale questions
Shared inbox for customer questions playbook
Journey, sample messages, setup checklist and metrics.
Download ↓FAQ
Questions.
Can my whole team use the inbox?
Yes. Your team works from one shared inbox for your WhatsApp number.
Does ConvoHut answer questions automatically?
Not today. Journeys send the messages you set up, and your team answers replies. AI-assisted replies are on the roadmap.
Who owns the number and the data?
You do. ConvoHut connects to your own WhatsApp Business Account, and Meta bills messages to you with no ConvoHut markup.
RELATED
Often used together.
Support
Order and shipping updates
Send order confirmations, dispatch and delivery updates on WhatsApp, and handle any questions in the same thread.
Shopify · Google Sheets · ZapierSee the journey →SupportCustomer feedback and CSAT
Send a one-question feedback message after an order, visit or job, and route unhappy replies to a person straight away.
Google Sheets · Shopify · ZapierSee the journey →SupportJob and service updates
Tell customers when a technician is on the way, when a job is finished and what happens next, all from your dispatch sheet.
Google Sheets · ZapierSee the journey →IN THE APP
How this runs in ConvoHut.
A new row or form entry starts the journey, then replies decide the next step.
A journey running step by step
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More sales from every conversation.
WhatsApp marketing, sales and support from your own number. 7-day free trial, free onboarding and Meta verification help.
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