The Inbox is one screen for all your customer chats: Facebook Messenger, Instagram and WhatsApp messages, and comments on your posts. Each new chat is given to one of your sellers, who answers it from the panel and can make the order right there.
Where to find it
Admin › CRM › Inbox › Inbox (সিআরএম › ইনবক্স)
- Inbox — own chats: a seller sees and answers only the chats given to them. Sellers get it with their role; Admin, Manager and Supervisor too.
- Inbox — every chat: sees all chats and moves them between sellers. Admin, Manager and Supervisor get it; a Moderator can be given it.
- Inbox settings: sets the sellers' shares, rules and replies, and switches pages on or off. Admin gets it with the role; connecting a page with its token stays with the owner.
The Inbox is in the Premium package only (and Custom). It is not open on Start Free, Basic or Standard, and not during the free trial.
How it works
Example: Rangdhanu Fashion connects its Facebook page and its WhatsApp number, and has two sellers.
- A customer writes on Messenger, or comments on a post. The message lands in the Inbox as a chat. All the comments one person leaves on one post are one chat.
- The chat is given to a seller who is on, marked Available and not on a break. Sharing goes by each seller's share (%), or one after another, as you choose in Inbox settings.
- The seller answers from the panel, with text, photos, files or a voice note. The customer gets it on Messenger, Instagram or WhatsApp as usual.
- If nobody answers in time, the seller is warned and then the chat moves to the next seller (by default after 1 and 2 minutes). After 3 moves it waits for the office.
- Once a seller has answered, that customer stays with them.
- The customer orders. The seller presses Make the order in the chat. The sales team's order form opens with the customer's name and phone already in. When the order is saved, the chat is marked Order confirmed. You can also send the customer an automatic order message (switch it on in Inbox settings).
Good to know
- Tabs keep the work in order: Customer waiting (your turn), Waiting for customer, Follow-up, Follow-up overdue, Done; people with every chat also see No seller and Escalated.
- Search by name, phone or words in the chat. Filter by page, category or tag.
- Make the order needs the sales team access (Seller: own page only or Sales team: every page).
- More screens in the Inbox group: Inbox live (who is working now), Inbox performance (response times), Replies & automations (ready answers, automatic answers) and Inbox settings. WhatsApp campaigns are in Admin › Online store › Marketing channels › WhatsApp marketing.
- The 24-hour rule. Meta lets you answer freely for 24 hours after the customer's last message. The chat warns you when that time has passed.
- Each store's chats, pages and settings are its own.
Common problems
- The Inbox says "No page is connected yet". Connect a page in Inbox settings first.
- A seller gets no new chats. They must be ticked in Inbox settings › Sellers and their share and press Available in their Inbox.
- A screen says the inbox "is in the Premium package". Your store is not on a running Premium package. Upgrade in Admin › Administration › Settings › Package & billing.
Related
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