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Use Inbox > Authority to control whether a WhatsApp Business Number’s messages enter Inbox and who can use that number to start conversations with customers. Open WhatsApp accounts, go to the number’s Number Settings, and select Inbox > Authority. The settings on this page apply to the selected number.

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Enable or disable Inbox

Use Enable Inbox to control whether messages for a WhatsApp Business Number enter Inbox. This setting applies to the selected number. Keep Inbox enabled for numbers that your team or AI agents use to handle customer conversations. Turn it off for numbers dedicated to sending one-time passwords (OTPs) or notifications when you do not need to handle conversations in Inbox. In Inbox > Authority, turn Enable Inbox on or off.
WhatsApp Business Number settings with Inbox Authority selected and the Enable Inbox switch highlighted.

Use Enable Inbox under Inbox > Authority to control whether this number's messages enter Inbox. The switch is on in this example.

When Enable Inbox is on, incoming messages enter Inbox, where human agents and AI agents can handle conversations according to your assignment and automation settings.
When Enable Inbox is off, messages for this number no longer enter Inbox. All automations and AI features for this number stop taking effect, even if their individual settings are enabled. Customers’ replies to OTPs or notifications will not reach your team in Inbox.
To resume handling conversations in Inbox, return to Inbox > Authority and turn Enable Inbox on.

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Authority to open a new conversation

Use Authority to open a new conversation to choose which agents and teams can use this WhatsApp Business Number to proactively send messages to customers from Inbox. For example, if a number belongs to a particular sales team or product line, give the relevant team permission to start conversations using that number.

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Add agents or teams

  1. In Inbox > Authority, find Authority to open a new conversation.
  2. Under Agents and teams, click Add members.
  3. Search for and add the agents or teams that should be allowed to start conversations using this number.
Review the Agents and teams list to see who has permission. To withdraw permission, use Remove for the relevant entry. You can also select multiple entries with the checkboxes to remove them together.
Keep Enable Inbox on for numbers your agents use in Inbox. Granting permission to open a new conversation does not turn Inbox on.
This permission controls who can initiate conversations using the number. To choose who receives incoming conversations, configure conversation assignment rules. For the sending workflow, see Initiate a new chat.