---
title: "How to Reply to Customers in the Karobar Inbox | Karobar"
url: https://karobar.io/help/reply-to-customers-in-the-inbox
language: en
description: "Answer WhatsApp, Instagram, Messenger and TikTok chats from one inbox: send photos and voice notes, use templates when the window closes, and add orders."
---

[Help center](https://karobar.io/support) · Inbox and AI

# Reply to customers in the inbox

Find the right chat, reply with photos, voice notes or templates, and keep track with labels.

Updated 14 October 2026

The Karobar inbox brings your WhatsApp, Instagram, Messenger and TikTok chats into one list. This page covers the everyday work: finding a chat, replying, and keeping track. How to split the inbox across a team is in [How to run Instagram, WhatsApp and TikTok messages from one inbox](https://karobar.io/guides/one-inbox-instagram-whatsapp-tiktok).

## The four tabs

- **Messages:** private chats from every connected account.
- **Comments:** comments on your posts. See [How to moderate social media comments](https://karobar.io/guides/moderate-social-media-comments).
- **Reviews:** your Google reviews and replies.
- **AI Training:** what Karobar AI knows about your business.

## Reply to a chat

1. Open **Messages** and pick a chat. Use search and **Filters** to narrow the list.
2. Type your reply. If Karobar AI has prepared one, it shows in the chat marked **AI Draft**: change it if you need to and send it, or dismiss it.
3. Use the **+** menu to add an image, a file, audio or video, share one of your posts, or send a **Meta template**.
4. Tap the microphone to record a voice message and tap again to send it, or pick a saved reply from **Canned**.

## Messaging windows

Every network limits how long you can keep writing after a customer's last message. Each chat shows the time left, and the message box locks when the window closes, so a reply never fails without you noticing.

| Channel | How long you can reply |
| --- | --- |
| WhatsApp | 24 hours. After that, only an approved template; see [Create a WhatsApp message template](https://karobar.io/help/create-a-whatsapp-template). |
| Instagram and Messenger | 24 hours, plus 7 days for a person answering a customer's question. |
| TikTok | 48 hours, with a limit on how many messages you can send while you wait for the customer to reply. |

## Keep track of a customer

- **Labels, notes and priority** keep context for whoever picks up the chat next.
- **Favourite, archive or block** a chat from its menu.
- **Orders:** use **+ Order** to create an order from the chat, see the customer's orders, and **Notify customer** when it ships.
- **Activity** lists everything that happened: who it was assigned to, labels, orders and more.
- A chat that began with a comment shows **Started from a comment**, with a link back to it.

Passing chats between teammates and setting yourself to Away are in [Add team members and share out the work](https://karobar.io/help/add-your-team).

## Background reading

- [How to run Instagram, WhatsApp and TikTok messages from one inbox](https://karobar.io/guides/one-inbox-instagram-whatsapp-tiktok)
- [WhatsApp auto replies and the 24-hour window, explained](https://karobar.io/guides/whatsapp-auto-reply-24-hour-window)

FAQ

## Questions? Answers.

Any other questions? [Ask support](https://karobar.io/support).

### Can I reply from my phone?

Yes. The Karobar app for iPhone and Android has the same inbox, with the same chats and tools.

### Can I send photos on TikTok?

TikTok chats accept images from the + menu. Other file types are not available there.

### Why is the message box locked?

The channel's messaging window has closed. On WhatsApp, send an approved template; on other channels, wait for the customer to write again.

## More help: Inbox and AI

- [Turn on AI reply drafts and choose a mode What Karobar AI needs, where to switch it on, and how Smart, Every message and Auto differ. Read](https://karobar.io/help/turn-on-ai-reply-drafts)
- [Build a WhatsApp chatbot flow Make a tap-through menu for WhatsApp and choose which chats it answers. Read](https://karobar.io/help/build-a-whatsapp-chatbot-flow)

Keep going

## What to look at next

[One social media inbox for every customer message Instagram, TikTok, Messenger and WhatsApp in one list. Every thread becomes a lead, save a phone number and ad… Learn more](https://karobar.io/features/unified-inbox)[Order management, right inside the chat Leads, orders and bookings next to the chats they came from. Create an order from the conversation, confirm ca… Learn more](https://karobar.io/features/sales-desk)