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Overview

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Inbox Overview

Section titled “Inbox Overview”

Inbox is the customer communication workspace for reviewing and managing inquiries from multiple messaging channels, including WhatsApp, LINE, and WeChat.

Instead of signing in to each channel separately, your team can use one Inbox to review messages, assign conversations, reply to customers, and manage follow-up actions. Agents can see customer history and internal notes within the same conversation flow, while managers can manage team members, channels, and statuses in one place.

Why use Inbox?

Section titled “Why use Inbox?”
  • Multichannel management: Manage WhatsApp, LINE, WeChat, and other connected channels in one Inbox.
  • Simpler team operations: Assign conversations, update statuses, filter work, and review customer history from one screen.
  • Multilingual support: Use AI Translation to understand incoming messages and prepare replies in the customer’s language.
  • Connected customer information: Use Contacts tags and notes while handling conversations.

Screen layout

Section titled “Screen layout”
  • Left navigation: Conversation views and operating menus
  • Conversation list: Customer name, latest message, channel, assignee, status, and delay indicators
  • Conversation area: Review messages and write replies
  • Top actions: Translation, status, assignee, search, and additional actions

Conversation statuses

Section titled “Conversation statuses”
  • New: A new inquiry has arrived.
  • In Progress: An agent is currently handling the inquiry.
  • On Hold: The team is waiting for the customer or an internal confirmation.
  • Closed: The inquiry has been completed.

Status names and operating rules may vary by workspace. Agree on internal usage rules before going live.

Basic response flow

Section titled “Basic response flow”
  1. Check new inquiries in Unassigned or Unread.
  2. Open a conversation and review the customer’s message and history.
  3. Assign an owner when needed.
  4. Reply to the customer.
  5. Set the conversation to On Hold while waiting, or Closed when the work is complete.

Using filters

Section titled “Using filters”

Inbox filters can be combined by:

  • Account
  • Status
  • Assignee
  • Tag
  • Date Range
  • Hide Expired

If you operate multiple WhatsApp numbers or businesses, use the Account filter to view conversations from a specific account.