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Wylto Docs

Inbox

Overview

Section titled “Overview”

The Inbox is the portal where day-to-day operations are managed, and it can be accessed by both administrators and members of the account. Non-administrators can access the Inbox directly at inbox.wylto.com.

The tabs shown on the left side of the portal depend on the features enabled under Settings → General Settings → Features:

  • CRM Feature shows the Tasks tab.
  • Chat Feature shows the Chats and Broadcast tabs.
  • Order Management Feature shows the Orders tab.
  • Event Management Feature shows the Events tab.
  • Contacts, Reports, and Settings are available regardless of the enabled features.

Tasks

Section titled “Tasks”

Tasks help you track follow-ups and action items related to customer conversations.

The Tasks tab helps you track contacts that require action and works as a daily to-do list. It displays contacts based on their status configuration and the dates associated with those statuses.

  • Today — Shows all contacts where a task-based status was entered today, or an event-based status is set for today.
  • Missed — Shows all contacts where the date for a task-based status has already passed with no action taken, or an event-based status date has passed and the status has not been completed or updated.

Use the Refresh button to reload the latest tasks at any time. You can also Filter tasks by Status, Source, Group, Assigned To, Tag, or a specific date.

Chats

Section titled “Chats”

The Chats section is where you manage all WhatsApp conversations.

Chat List

Section titled “Chat List”
  • View all active and recent conversations
  • Filter by assigned agent, status, or tags
  • Search conversations by customer name or message content
  • See unread message counts and last message preview

Chat Window

Section titled “Chat Window”
  • Send messages — Text, images, documents, videos, and audio
  • Quick replies — Use saved templates for common responses
  • Internal notes — Add notes visible only to your team
  • Customer info — View contact details and conversation history in the side panel

Chat Assignment between Bot and User

Section titled “Chat Assignment between Bot and User”

Chats move between the chatbot and your team as conversations progress:

  • When an end user selects Request Live Chat during a WhatsApp chatbot conversation, a notification appears below the chat.
  • A user can respond to any chat conversation (whether Live Chat was requested or not), and it gets assigned from the Bot to that user.
  • Click Resolve in the top-right corner to assign the chat back to the Bot.
  • Click Reopen to assign a recently resolved chat back to the same user.

Broadcast

Section titled “Broadcast”

Send bulk WhatsApp messages to your contacts using approved templates.

Creating a Broadcast

Section titled “Creating a Broadcast”

  1. Go to Broadcast

    Section titled “Go to Broadcast”
    Navigate to Inbox → Broadcast from the sidebar.

  2. Click New Broadcast

    Section titled “Click New Broadcast”
    Click the New Broadcast button.

  3. Name and Select a Template

    Section titled “Name and Select a Template”
    On the Start a Broadcast screen, enter a name for the campaign and select a pre-approved WhatsApp template (use the Refresh button if a template isn’t visible), then click Next.

  4. Select Recipients

    Section titled “Select Recipients”
    On the Select Recipients screen, choose who to send to:
    • Upload Contacts (CSV / Excel) — Upload the file, select the sheet, map columns to contact parameters, click Read Contacts (valid and invalid contacts are shown; only valid contacts are sent to), then Select Contacts.
    • Select Contacts from Wylto — Filter by Source, Status, Group, Assigned To, Tag, or Date, click Fetch Contacts, then Select Contacts.

  5. Fill Template Variables

    Section titled “Fill Template Variables”
    On the Fill Details screen, set a value for each variable used in the template. For each variable, click Select a Value and choose Enter a Fixed Value, Name from Contacts, or Phone Number from Contacts, then click Next.

  6. Schedule or send

    Section titled “Schedule or send”
    Choose to send the broadcast immediately or schedule it for a later time, then click Send Broadcast.

Broadcast Analytics

Section titled “Broadcast Analytics”

After sending a broadcast, track:

  • Delivered — Number of messages successfully delivered
  • Read — Number of messages opened/read
  • Replied — Number of recipients who responded
  • Failed — Messages that could not be delivered

Events

Section titled “Events”

The Events tab provides a calendar view of all scheduled events.

  1. Open the Calendar

    Section titled “Open the Calendar”
    Click the Events tab to open the calendar view.

  2. Pick a Date

    Section titled “Pick a Date”
    Select a date to view all events scheduled for that day.

  3. View Details

    Section titled “View Details”
    Click an event to view its details.

Orders

Section titled “Orders”

The Orders tab provides the list of orders received. It appears only when the Order Management feature is enabled.

Reports

Section titled “Reports”

The Reports tab lets you analyze contact data and user activity. See the dedicated Reports page for report types, filters, and exporting.

Settings

Section titled “Settings”

The Inbox Settings tab provides access to settings related to the user and the Inbox:

  • Personal Info — The user name and email ID associated with the account.
  • Help — View customer support contact details and access Wylto’s Terms of Service.
  • Notifications — Enable notifications on the device (mobile or desktop) where the web app is installed.
  • Export Contacts — Export contacts as a CSV file. Apply filters such as Source, Status, Assigned To, Group, Tag, and Date Range, optionally include Tags and Activity data, then click Download CSV.
  • WhatsApp Templates — View and manage WhatsApp templates.
  • Saved Messages — Save messages for quick replies.
  • Switch Apps — Switch between apps you’re a member of without logging out.
  • Logout — Sign out of the account.