Driftrock Inbox

When Driftrock sends automated messages to prospects via WhatsApp, many of those prospects write back. Without a central place to receive and manage those replies, conversations end up scattered across separate apps, disconnected from the lead data and automation history that would give your agents the context they need. Driftrock Inbox brings all two-way conversations into one place, directly within the platform where your leads are captured, qualified, and routed.

What is Driftrock Inbox?

Driftrock Inbox is a multi-channel inbox for two-way messaging with customers, currently supporting WhatsApp (with SMS and email coming soon). It gives your agents a single view of every conversation thread, showing outgoing automated messages alongside incoming replies, with notifications when a customer completes a qualification flow or form. Agents can read, respond to, and action conversations without leaving Driftrock.

Why use Driftrock Inbox?

When brands send automated WhatsApp qualification flows via Driftrock, customers frequently reply with questions or additional information. Without Inbox, those replies are invisible to your team, or require agents to monitor the WhatsApp Business App separately with no context of what automated messages were sent. Inbox solves this:

Full conversation context in one view. Agents can see every automated message that was sent, every reply that came back, and any form or flow completion notifications, all in a single thread.

No context switching. Because Inbox sits inside Driftrock, agents see lead source, qualification status, and messaging history together. There is no need to jump between systems.

Faster response times. Agents pick up and reply to conversations directly from Inbox, without needing access to a separate messaging platform.

Multi-agent support. Multiple team members can manage conversations from a shared inbox with full thread visibility, so anyone can pick up where a colleague left off.

How it works

A conversation appears in Driftrock Inbox in two ways: either Driftrock Messenger sends an automated WhatsApp message (such as a qualification flow) and the customer replies, or the customer messages your WhatsApp number directly (for example, from a link on your website or an ad).

From that point, the full conversation thread is visible in Inbox, including all outgoing automated messages and all incoming replies. An agent opens the conversation, reads the context (including lead source and qualification data), and replies directly. The reply is sent back to the customer via WhatsApp.

Getting started

Inbox requires a WhatsApp Business account connected to Driftrock. There are two connection modes.

Standard mode (recommended) gives Driftrock full control of the WhatsApp number and is required for high-volume automated messaging. Note that once a number is connected in standard mode, the WhatsApp Business App can no longer be used for that number.

Coexistence mode allows the WhatsApp Business App to continue running alongside Driftrock, but is subject to significantly lower API rate limits and is not recommended for accounts running high-volume qualification flows.

Navigate to WhatsApp connection settings in Driftrock.

Connect your WhatsApp Business account and choose your connection mode.

Verify the connection. Once connected, existing and new WhatsApp conversations will begin appearing in Inbox.

Navigate to the Inbox section in Driftrock. Incoming and outgoing messages appear in conversation threads.

Assign team members who need access to Inbox in your account user settings.

Tips for getting the most out of Driftrock Inbox

If you are running high-volume automated qualification flows via Driftrock Messenger, use standard connection mode. Coexistence mode has practical rate limits that are quickly exceeded when automated messages and manual replies run simultaneously, which can cause messages to be dropped.

If you are operating WhatsApp numbers registered in one country but physically used in another (for example, a UK number being used in Italy), messages will not appear in Inbox. Use a WhatsApp number registered in the country where it will be used.

If incoming messages are not appearing, check the WhatsApp connection status in Driftrock settings. A dropped connection or revoked Meta Business permission is the most common cause.