The unified inbox
Handle every channel's conversations in one place: assign, label, add notes, and resolve when done.
The inbox brings messages from every connected channel (WhatsApp, Telegram, email, SMS and more) into one list. Messenger, Instagram and Facebook comments require Meta app approval. The page tabs are Conversations, Kanban, Comments, Calls, Scheduled messages and Settings.
Working a conversation
- Pick a conversation from the list, or press "New" to start a WhatsApp conversation with a contact or number.
- Assign it to a teammate with "Assign the conversation" and add the right labels.
- Type your reply, or type "/" plus a quick-reply shortcut and press Tab to insert it. Inserting only fills the draft; nothing is sent.
- For something the customer must not see, use the "Internal note" tab, and @mention a teammate to notify them.
- When you are done, press "Resolve". If the customer writes again later you can "Reopen" it.
Staying organised
- Built-in views: Waiting on us, Unassigned, Needs attention, Snoozed, Near SLA, SLA breached, Waiting on customer, Mentions. Use "Save current filters" to keep your own view.
- Snooze a conversation so it comes back to you later, or schedule a message to go out at a set time in your timezone; you can cancel it until it sends.
- From the conversation itself you can create a deal, book an appointment, or export the conversation.
- Ctrl+K opens quick search and commands.
- Kanban shows conversations as columns by label; drag a card to change its label.
Routing and reply targets
In the inbox's Settings tab > "Conversation routing", turn on automatic routing (round robin or least busy) and set the first-reply and resolution targets in minutes. Targets count business hours only, and each conversation shows the time left or how far it is overdue. Under "Satisfaction survey" you can send a CSAT survey after a conversation is resolved.
On the official WhatsApp API, once 24 hours pass since the customer's last message the window closes, and you can only "Send template" (an approved one) until the customer replies.
Quick replies are managed on the main Settings page (the "General" tab), and you can also add a "New reply" from the quick-replies picker inside a conversation.