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Omnichannel Team Inbox

The Team Inbox in WhautoChat gives you a unified view to manage conversations from all your channels - WhatsApp, Instagram, Messenger, Telegram, and Live Chat - in one place.

🚪 Accessing the Team Inbox​

  • Open the WhautoChat app.
  • Click on the Team Inbox menu option from the sidebar.

📂 Conversation Categories​

Inside the Team Inbox, you’ll find three types of conversation statuses:

  1. Unassigned Conversations

    • These are incoming chats that no one on your team has picked up yet.
    • Example: When a user interacting with the chatbot asks to speak with a human, the conversation is moved to this section for manual handling.

  2. Open Conversations

    • These are conversations currently being handled by you or your teammates.

  3. Closed Conversations

    • Once a query is resolved, the conversation can be marked as Closed.
Important

The chatbot will only respond when the conversation is marked as Closed. Make sure to close it after solving the customer’s issue.

✉️ Sending Messages​

  • Select the contact from the inbox.
  • You can send:
    • Text messages
    • Voice notes
    • Images
    • Videos
    • Documents

📝 WhatsApp Message Rules:​

  • At the start of a conversation, you must send a pre-approved WhatsApp message template.
    • You cannot send free-form messages to a new contact or inactive one.
  • Once a customer replies to your message, you can send any free-form message within the next 24-hour window.
  • If you don’t respond within that window, you must use another template message to continue the conversation.

👤 Contact Info & Tools​

On the right side of the inbox, you’ll find the Contact Info panel where you can:

  • View customer details
  • Add or manage Tags
  • Add internal Notes
  • Manage Custom Attributes

🔍 Search & Filter Options​

  • You can search by contact name or message content.
  • Use filters to view conversations by channel (WhatsApp, Instagram, Messenger, etc.).
💬 Need Help?

Reach out to our support team anytime – we’re here to help you connect smoothly. [email protected]

For detailed troubleshooting, refer to our Troubleshooting or contact support.