Two-way conversations & Inbox

Messaging is not fire-and-forget. When a customer replies — to an SMS, a WhatsApp message, an email — the reply lands in the Inbox, threaded onto the same conversation and the same contact profile as everything you've sent them.

The Inbox

Inbox → Conversations shows every open thread across channels. Each conversation displays the full history (outbound and inbound, all channels interleaved chronologically), the contact card alongside (profile, consent, recent orders), and a reply box that sends on the same channel the customer used. Conversations have a status (open/closed) so a team can work through them like a queue.

Inbound routing

• SMS replies arrive via the numbers/keywords configured on your account.
• WhatsApp replies arrive through the Cloud API webhook.
• STOP/unsubscribe keywords are intercepted before the Inbox: the contact is unsubscribed instantly and the compliance event is recorded — no human in the loop, see Consent.

Everything else can also be forwarded to your own systems: set an inbound webhook URL (PUT /v1/webhook-secret/inbound-url) and every inbound message POSTs to your endpoint — this is how booking systems, help desks and bots plug in.

The API

# List conversations (filter by status)
curl "https://api.wezend.com/v1/conversations?status=open" -H "X-API-Key: $WEZEND_API_KEY"

# Read a thread
curl "https://api.wezend.com/v1/conversations/cv_42/messages" -H "X-API-Key: $WEZEND_API_KEY"

# Reply (goes out on the conversation's channel)
curl -X POST "https://api.wezend.com/v1/conversations/cv_42/reply" \
  -H "X-API-Key: $WEZEND_API_KEY" -H "Content-Type: application/json" \
  -d '{ "message": "Thanks — your new appointment is Tuesday at 10:00." }'

Inbound messages also fire as events on the contact, so a journey can branch on "customer replied" — the foundation for confirmation flows ("reply YES to confirm").