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Inbox

Overview

Section titled “Overview”

The Inbox is your central hub for managing all customer interactions. It has four main sections: Tasks, Chats, Broadcast, and Events.

Tasks

Section titled “Tasks”

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

  • Create tasks from any chat conversation
  • Assign tasks to team members
  • Set due dates and priorities
  • Track completion status

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

Section titled “Chat Assignment”

Conversations can be assigned to team members for organized handling:

  1. Open a conversation

    Section titled “Open a conversation”
    Click on any chat in the inbox to open it.

  2. Click the assign button

    Section titled “Click the assign button”
    Click the Assign button in the chat header.

  3. Select a team member

    Section titled “Select a team member”
    Choose a team member from the dropdown. The chat will be transferred to their queue.

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. Select a template

    Section titled “Select a template”
    Choose an approved WhatsApp message template. Templates must be pre-approved by WhatsApp.

  4. Choose recipients

    Section titled “Choose recipients”
    Select your audience — you can choose from contact lists, segments, or upload a CSV.

  5. Schedule or send

    Section titled “Schedule or send”
    Send immediately or schedule for a specific date and time.

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”

Events track important customer activities and milestones:

  • New contact — When a new customer messages for the first time
  • Chat opened — When a customer starts a new conversation
  • Chat resolved — When a conversation is marked as resolved
  • Custom events — Events triggered by integrations or workflows

Use events to monitor customer engagement patterns and trigger automated workflows.