One inbox for WhatsApp, Instagram, Telegram and email
Messages a customer sent on a connected channel show on their file and in a shared inbox. A reply is saved for approval and is not sent on its own.
Product update 2 min read
What changed
Contacts has an Inbox. It lists conversations from WhatsApp, Instagram, Telegram and email for the business you are working in. Each conversation can be unread, open or closed, and can be assigned to someone on the team.
A customer file has a tab, Channel messages. It shows that person's messages, newest first, with the channel and whether the message came in or went out.
Each conversation can also hold a short case: a summary, whether the order or receipt was verified, a case type, and a note for the team. Saving the case does not message the customer.
How to use it
- Open Business profile, then Channel connections. Paste the token for a channel and save. WhatsApp and Instagram use the webhook address shown there. Telegram needs the connector address and a token. Email needs the mailbox address.
- Open Contacts, then Inbox. Filter by unread, open or closed, and open a conversation.
- Write a reply and choose Save draft. The draft waits for approval. Nothing is sent.
- Fill in the case and choose Save case.
- Open a customer file and select Channel messages.
Good to know
- A channel with no token stays not connected. The rest of the inbox and the customer file still open.
- Assigning a conversation needs a seat that can assign leads. Saving a case or a draft needs a seat that can change customers. A viewer can read the inbox.
- A reply is not sent from this screen. When an approval address is configured, the draft is handed there and stays pending.
- The same message delivered twice is stored once.