Omnichannel Team Inbox
Wapiio's Team Inbox provides a unified view for managing conversations across all of your channels, including WhatsApp, Instagram, Messenger, Telegram, and Live Chat.
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Wapiio's Team Inbox provides a unified view for managing conversations across all of your channels, including WhatsApp, Instagram, Messenger, Telegram, and Live Chat.
Open the Wapiio app.
In the sidebar, select the Team Inbox menu option.
The Team Inbox contains three types of conversation statuses:
Unassigned conversations
Incoming chats that no one on your team has responded to yet.
When a user interacting with the chatbot requests to speak with a human, the conversation is routed to this section for manual handling.
Open conversations
Conversations that are currently handled by you or your teammates.
Closed conversations
When a question is resolved, the conversation can be marked as closed.
Important: The chatbot will only respond once the conversation is marked as closed. Make sure to close it after you've resolved the customer's problem.
Select a contact from the inbox. You can send the following:
Text messages.
Voice Notes
Images
Videos
Documents
To initiate a conversation, you must send a pre-approved WhatsApp message template.
You cannot send free-form messages to an inactive or new contact.
Once a customer responds, you have 24 hours to send any free-form message.
If you do not respond within that time frame, you will need to send another template message to continue the conversation.
The Contact Info panel, located on the right side of the inbox, allows you to:
View customer details
Add or manage tags.
Add internal notes.
Manage Custom Attributes
Search by contact name or message content.
Use filters to view conversations by channel (WhatsApp, Instagram, Messenger, etc.).
Contact our support team at any time; we're here to ensure a smooth connection. support@wapiio.io
For detailed troubleshooting, refer to our Troubleshooting section or contact support.
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