Basic Inbox Features
In this section, we are going to guide you through the basic functions of our inbox screen. The main inbox screen is split into various modules, namely the conversation module on the left, the chat module in the center, and the information modules on the right.
The inbox screen will be the most commonly used screen for your agents and operators. It serves as an omni-channel messaging suite that allows you to send and receive messages across all messaging channels including Live Chat, WhatsApp, Facebook Messenger, WeChat, Line, SMS and many more.
You can start by typing messages in the input box at the bottom and send both photos and files by dragging and dropping.
You can search through conversations across all channels by typing keywords into the search bar above all your existing conversations in the conversation module.
You can search a contact by typing their phone numbers or names. You can also search for a contact to edit their details directly.
Filter your conversations according to channel type or conversation status by using the drop down menus on top of the search bar in the conversation module.
Please note that multiple accounts added to the same channel will still be displayed as 1 channel name. For example, if you have 3 WhatsApp accounts connected, you'll only be able to filter them all with the Channel "WhatsApp".
You'll be able to see which channels you are using to contact your customers right next to their names at the top of the conversation module. Click on the badge to toggle between different status.
You can edit contacts directly in the inbox page, by clicking the edit button on the top right-hand corner of the contact information module.
You can read through the following links to master the functions below.
Learn how to manage all conversations of teammates and how to toggle between tabs.
Learn how to assign conversations to different teams and agents.
Learn how to mention your teammates and jot notes internally.
Learn how to use quick reply to answer general enquiry promptly.
Learn how to send audio note in a conversation.
Learn how to manage conversations by setting status.
Learn how to bookmark and unread conversations to ensure that you won't miss your customers' reply.
Learn how to use label to specify different customers systematically.
Learn how to send message to customers successfully.
You can add a phone number to your existing channel (e.g. Facebook, Line, Live Chat), and you'll be able to send WhatsApp messages to that contact at the same time. However, you'll not be able to combine to separate contacts.