Can my whole team reply to customers from one WhatsApp number in BizOS?

Yes. BizOS Chats is a shared inbox on your connected WhatsApp Business number. The Owner, Admins, Managers and Office staff can read every thread and reply, and each message is recorded against whoever sent it.

Do WhatsApp messages I send from my phone show up in BizOS?

Yes, when your number is connected to BizOS alongside the WhatsApp Business app. Messages you send from the app appear in the BizOS chat labelled Sent from your phone.

Why can't I type a WhatsApp message to this customer in BizOS?

Either more than 24 hours have passed since the customer last messaged you, so WhatsApp allows only approved templates, or the customer has opted out of WhatsApp. BizOS shows which one in place of the text box.

Do I need my own WhatsApp number for the BizOS inbox?

Yes. BizOS Chats shows conversations on your own connected WhatsApp Business number. Until you connect one, BizOS can still send bills and reminders from a shared number, but there is no two-way inbox.

Can BizOS reply to customers automatically with AI?

No. BizOS can draft a suggested reply to an incoming customer message, but a person always sends, edits or dismisses it. The draft never goes out on its own.

Can field technicians see the WhatsApp inbox in BizOS?

No. In BizOS the Field technician role sees only assigned work, and a WhatsApp conversation history is business-wide, so the shared inbox is not available to that role. The Accountant role does not have it either.

Chats (WhatsApp inbox)

“The customer replied to my reminder, but on whose phone?” Chats is the WhatsApp inbox inside BizOS. Every message a customer sends to your number, every reply your team types here, every reminder BizOS sends on its own, and every message you send from the WhatsApp Business app on your phone lands in one thread per customer, so the office sees the whole conversation.

In short

BizOS Chats keeps one thread per phone number, whether the message came from you, your staff, BizOS automation or your own phone.
Delivery ticks in BizOS Chats come from WhatsApp itself: sent, delivered, read, or failed with the reason.
BizOS handles WhatsApp's 24-hour rule for you. When the reply window has closed, the composer offers an approved template instead of failing.
From a BizOS chat you can send an approved template at any time, and attach a PDF, CSV or Excel file while the reply window is open.
A number that is not a customer yet still gets a BizOS chat, marked "Not a customer yet", so a first enquiry is not lost.
A customer who opted out of WhatsApp cannot be messaged from BizOS Chats; the composer says so instead.
BizOS can draft a reply to an incoming customer message for a person to send, edit or dismiss. It never sends on its own.
Chats needs your own connected WhatsApp number. Owner, Admin, Manager and Office staff have the inbox; Accountant and Field technician do not.

What appears in a chat?

Customer messages

When a customer messages your connected number, the chat appears or moves to the top within seconds, with an unread badge on Chats in the sidebar.

Your team's replies

Type in the composer and send. The message goes from your business number and shows its ticks as it is sent, delivered and read.

Automated messages

Quotes, invoices, reminders and updates BizOS sends for you appear in the thread labelled Automated, so the history is complete.

Sent from your phone

When your number is connected alongside the WhatsApp Business app, what you send from the app is copied here labelled Sent from your phone.

That last card is the point: the owner keeps chatting from the phone as always, and the office still sees every word.

Photos and documents the customer sends show in the thread; locations, stickers and voice notes are shown for what they are. Filter the list by All or Unread, or search your chats. From a chat, Open customer jumps to the customer's page.

How do I reply to a customer on WhatsApp from BizOS?

1
Open Chats
Chats is in the sidebar. Pick the conversation, or open it from a customer page with the WhatsApp button.
2
Type and send
While the reply window is open, type a message, or attach a PDF, CSV or Excel file such as a quote or a price list.
3
Or send a template
Send a template lists your approved WhatsApp templates. Fill any blanks that need a one-off value, preview, and send. This works whether or not the reply window is open.
4
Watch the ticks
One tick is sent, two is delivered, blue is read. A failed message shows the reason WhatsApp gave.

Why can't I type a message to this customer?

WhatsApp lets a business send free-form messages only within 24 hours of the customer's last message. When that window has closed, BizOS replaces the text box with Send a template: pick an approved template to reopen the conversation, and once the customer replies, the text box comes back. If your number is connected alongside the WhatsApp Business app, replying from the app on your phone is the other way out.

The composer is also replaced when the customer has opted out of WhatsApp (they replied STOP, or someone opted them out on their customer page). The same block applies to every automated message, so no workflow can talk past it.

Can Ask BizOS draft my replies?

Yes. With WhatsApp reply drafts switched on under Settings → Connections & AI → Ask BizOS, an incoming customer text gets a suggested reply above the composer. The assistant reads only the conversation and the customer's records. A person sends it, edits it first, or dismisses it; a question that needs a human decision is marked needs a person instead of answered.

Messages to people who are not customers

Messages sent through the API to people who are not customers (a parent, a supplier) appear here under the name the other system supplied. A STOP reply from such a contact is honoured exactly like a customer's.

Who can see Chats?

Role	Chats
Owner, Admin	Read and reply
Manager	Read and reply
Office staff	Read and reply
Accountant	No access
Field technician	No access; a conversation history is business-wide, so roles limited to their assigned work do not get the shared inbox

Every reply is recorded against the member who sent it. Replying from the inbox is part of the WhatsApp Business module; see Plans & pricing. Chats is in the web app; the phone app has no inbox screen. See Roles & permissions.

Common questions

Can my whole team reply to customers from one WhatsApp number in BizOS?: Yes. BizOS Chats is a shared inbox on your connected WhatsApp Business number. The Owner, Admins, Managers and Office staff can read every thread and reply, and each message is recorded against whoever sent it.
Do WhatsApp messages I send from my phone show up in BizOS?: Yes, when your number is connected to BizOS alongside the WhatsApp Business app. Messages you send from the app appear in the BizOS chat labelled Sent from your phone.
Why can't I type a WhatsApp message to this customer in BizOS?: Either more than 24 hours have passed since the customer last messaged you, so WhatsApp allows only approved templates, or the customer has opted out of WhatsApp. BizOS shows which one in place of the text box.
Do I need my own WhatsApp number for the BizOS inbox?: Yes. BizOS Chats shows conversations on your own connected WhatsApp Business number. Until you connect one, BizOS can still send bills and reminders from a shared number, but there is no two-way inbox.
Can BizOS reply to customers automatically with AI?: No. BizOS can draft a suggested reply to an incoming customer message, but a person always sends, edits or dismisses it. The draft never goes out on its own.
Can field technicians see the WhatsApp inbox in BizOS?: No. In BizOS the Field technician role sees only assigned work, and a WhatsApp conversation history is business-wide, so the shared inbox is not available to that role. The Accountant role does not have it either.