Omnichannel Team Inbox

The Team Inbox in Wapiio 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

1. Open the Wapiio app.

2. Click on the Team Inbox menu option from the sidebar.

Conversation Categories

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

• Unassigned Conversations

  • 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.

• Open Conversations

  • Conversations currently being handled by you or your teammates.

• 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 or inactive contact.

• Once a customer replies, you can send any free-form message within the next 24 hours.

• 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

• 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: [e-mail]

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