How-to · 4 min read · Savina Bansal
Quoted replies, product enquiries and carts in the Team Inbox
When a customer replies to a photo, asks about a catalog product or sends a cart, the Team Inbox now shows what they meant, the way WhatsApp on their phone does.
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A customer swipes on the third of five product photos you sent and writes “this one, in blue?”. On their phone, the reply sits under the photo it is about. In a shared inbox that shows only the text, your teammate sees “this one, in blue?” and has to guess which one.
Ohanvi’s Team Inbox now shows the context the customer saw, for three kinds of message.
Quoted replies
When a customer replies to a specific message, the inbox draws the quote above their reply: who said it, what they said, and a thumbnail if it was a photo. If the original is too old to load, the quote says so rather than showing nothing.
It works the other way too. When your teammate replies to one of the customer’s messages, the quote shows on their reply straight away.
Product enquiries
A customer who taps “Message business” on a product in your WhatsApp catalog sends a message tied to that product. The inbox shows a product card with it, so the team knows exactly which item is being asked about.
Carts
A customer who builds a cart from your catalog and sends it used to appear in the inbox as the word “[Cart]”. Now it is a cart card: how many items, the estimated total, and “View sent cart” to open the lines.
That is the moment to send a payment link or confirm stock, so seeing it is the difference between a sale and a “sorry, missed this”.
Nothing to switch on
There is no setting. Quotes, product cards and carts appear in every conversation, in new messages as they arrive and in the history.
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Questions this answers
- Can I see which message a WhatsApp customer replied to in a shared inbox?
- In Ohanvi’s Team Inbox, yes. A quoted reply shows the original message above it, with who sent it, what it said and a photo thumbnail.
- How do I see a cart a customer sent on WhatsApp?
- Ohanvi’s Team Inbox shows a sent cart as a card with the number of items and the estimated total. Tap “View sent cart” to see the lines.