Inbox

All articles in this section

• The inbox screenThe conversation list, filters, chat column, message box and contact panel — what every box and every button on the inbox does.
• Searching chats and messagesThe inbox search box looks at both contact names and the text of every conversation, ignores Turkish letter variants, and jumps straight to the message it found.
• Assigning a conversation to an agentAssigning a chat by hand, removing an assignment, and setting the rules that share new conversations out on their own.
• Notes, tags and saved repliesThe internal notes your team leaves each other, the tags that group contacts, and the stored answers you call up with one key.
• Sending files and media in a chatSending photos, video, audio and PDFs from the inbox, with the formats and size limits each channel accepts.
• Message statusesWhat the clock, single tick, double tick and warning icon under a sent message mean, and how Instagram differs from WhatsApp.
• The 24-hour messaging windowThe period in which you can send free-form messages on Instagram and WhatsApp; what opens the window, what does not, and what to do once it closes.
• Human agent and the 7-day ruleThe Meta tag that extends a real team member's reply period on Instagram to 7 days once the 24 hours are up — how it works and where it does not.
• Sending a WhatsApp templateOnce the 24-hour window closes, an approved template is the only way to reopen the conversation — how to pick and send one from the inbox.
• Template categoriesThe difference between Utility, Marketing and Authentication, when to pick each, and how the choice affects what you are charged.
• Creating a template and getting Meta's approvalCreating a template in the panel, submitting it for review, reading its status and avoiding the most common rejection reasons.
• Taking over and handing back automationWhy automation stops the moment you write in a conversation, how to hand the chat back, and the setting that hands it back for you.
• The conversation trailThe team-only record of what happened and when in a conversation: assignments, takeovers, hand-backs to automation, and the last reply.
• The live streamThe mechanism that puts new messages on screen without reloading the page; when it refreshes and how much it can lag.
• New messages are not appearingChecks to work through when new messages do not show up in the inbox, or show up late.
• Message could not be sentWhat the red reason under a bubble means, which failures are worth retrying, and what to do about each one.