Inbox
Read message details
Understand the choices, forms, files and delivery states shown in a conversation.
Updated 22 October 2026
Inbox helps your team see the choices, forms and files exchanged with a customer.
How it works
Supported messages keep the choices or form launch sent on the customer's channel. When a channel sends a simpler message, such as a product list instead of cards, the thread shows that version. Details are recorded when the message is handled; they are not reconstructed from earlier suggestions.
Read a message
Open the conversation to see buttons, product cards or list options and submitted form answers. A file shows its name and size when those details are available. Open map opens a shared pin.
View product opens a published Catalog page for your team. A customer's WhatsApp list tap sends a choice back to the conversation; it does not open that page. A customer can open a published product directly with View product, or open the public shop with Visit store. These URL buttons open a page; they do not place an order. Product cards may also offer a URL button when their approved template includes one. If the public page is unavailable, Qyra does not send a button to it.
Accepted by channel means the channel accepted the send. Delivered and Read appear when the channel reports those events. Acceptance alone does not mean the customer has received or read the message.
When details are missing
Message details weren't recorded means Qcom cannot show the original choices reliably. This can happen with earlier messages or sources that do not yet record those details. Ask the customer which option they saw if you need it to continue. There is no setting that recovers missing original choices.
A product without a published public page has no View product link. Check its Catalog publication settings if customers should be able to visit that page.
If a reply says Not delivered, use Why a reply didn't send to check the connection and retry when appropriate. A missing read status alone does not mean a send failed; the channel may not report whether the customer read it.
If you cannot open a file or page, check the message's original destination and your access before asking the customer to resend it. A displayed attachment or button is not proof that its contents are still accessible. Do not request another payment or order merely because a receipt or link is missing; inspect the linked record first. Continue with Why a reply didn't send.
Related
- Work a conversation
- Why a reply didn't send
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