The Facebook / Instagram / WhatsApp inbox is in the Premium package only. A Custom package opens it too. It does not open on Start Free, Basic or Standard, and not during the 7-day free trial.
Where to find it
The inbox screens are under Admin › CRM › Inbox (সিআরএম › ইনবক্স): Inbox, Inbox live, Inbox performance, Replies & automations and Inbox settings. WhatsApp campaigns (Admin › Online store › Marketing channels › WhatsApp marketing) are Premium only too. Your package is shown in Admin › Administration › Settings › Package & billing (প্যাকেজ ও বিল). Only the store owner sees that page and can upgrade.
How it works
The inbox opens only while your store has a running, paid Premium (or Custom) package. A paid package keeps working for 3 more days after its end date.
On any other package:
- The inbox screens are locked. Opening any screen under CRM › Inbox shows a lock page headed "Messenger / Instagram / WhatsApp inbox", saying the part is in the Premium package, with its monthly price and an Upgrade now button.
- Messages are not taken in. Messages and comments that Meta sends while the inbox is locked are not saved, and they do not come in later.
- Connecting a page does not work. Meta's webhook check (the verify token) fails, so you cannot set up the webhook in your Meta app.
- Background work stops. Moving unanswered chats to the next seller, scheduled chat messages and WhatsApp campaigns do not run.
Example: "Rangdhanu Fashion" signs up and tries the panel during the free trial. The sales team, accounts and courier screens are open, but CRM › Inbox shows the lock. The owner pays for Premium in Package & billing, and the inbox opens as soon as the payment is confirmed. Now she can connect her Facebook page.
Good to know
- Ticks on lower packages do not count. Even if a lower package lists the inbox, it stays closed there.
- The rest of CRM stays open. CRM overview, Customers, Follow-up tasks and Product reviews are not part of the inbox lock.
- Nothing is deleted. Your connected pages, chats, replies and settings stay saved and come back when the store is on Premium again.
- Stores set up by the eCommerce Autopilot team without package rules keep the inbox as before.
- Packages and prices are set by eCommerce Autopilot and can change. The pricing page and Package & billing show what applies today.
Common problems
- The inbox shows a lock during my free trial. That is expected. The trial opens everything except the inbox. Pay for Premium to use it.
- The inbox worked, then stopped. Your Premium package ran out or you changed to a lower package. See My inbox stopped after changing package: why?