Autopilot Help Centre

💬 CRM & Inbox All topics →

CRM & Inbox How do I mark a chat Done? Open the chat and press Done at the top (on a phone, ⋮ Chat info › Done). The chat leaves the waiting lists, goes to the Done tab and you are back on the list. CRM & Inbox Why did a chat I marked Done come back? The customer wrote again. A new message opens a Done chat by itself as In progress, with the same seller — or with a working seller if theirs has stopped work. CRM & Inbox Do I need to reload the Inbox to see new chats? No. The Inbox list checks for changes every 10 seconds and brings new chats, counts and tabs in place, without reloading the page or losing your place. CRM & Inbox How do I stop inbox notifications on a phone or computer? There is no off switch in the panel. Turn notifications off for your store's site in the browser (lock icon › Notifications › Block) or in the phone's settings. CRM & Inbox How do I turn on inbox notifications on my phone or computer? Press "Turn on" once on each phone or computer to get new messages, new chats and WhatsApp calls as notifications — even with the page closed. CRM & Inbox How do I answer other chats while I am on a call? During a WhatsApp call, other chats open in a new tab and the call keeps going — so you can still answer new messages in time. CRM & Inbox How do I reply to one specific message in the inbox? Press ↩ Reply under any message, then write your answer. On WhatsApp the customer sees a real reply; on Messenger and Instagram a short quote of that message goes first. CRM & Inbox How does the Inbox work on a phone? On a phone the Inbox looks like the WhatsApp app: a full-screen chat, ⋮ for Chat info, + for the tools and a round mic / send button, with an Inbox tab at the bottom. CRM & Inbox What are WhatsApp calls in the Inbox? Customers can call your WhatsApp number and your sellers answer in the browser, from any admin page. Sellers can also call a customer who allowed it. CRM & Inbox How do I turn on WhatsApp calls for my number? In Inbox settings, find your WhatsApp number under Connected pages and press turn on next to Calls. Then subscribe the calls field in your Meta app's webhook. CRM & Inbox What do the clock and ticks on Inbox messages mean? A clock means your message is still sending, ✓ sent, ✓✓ delivered and blue ✓✓ seen. A red message was not sent: tap it to try again. CRM & Inbox How do I call a customer from a WhatsApp chat? Open the WhatsApp chat and press Call. If the customer has not allowed calls yet, send WhatsApp's "May we call you?" request first, then call again. CRM & Inbox How do I use ready answers, drafts and scheduled messages in a chat? Type / in the answer box to pick a ready answer, leave a half-written message and find it waiting later, or press the clock to send at a set time. CRM & Inbox How do I send many photos at once from the Inbox? Pick up to 30 photos at a time. They are made small on your phone first, then sent 5 at a time, each as its own message, within WhatsApp's limits. CRM & Inbox Whose screen rings when a customer calls on WhatsApp? A customer's WhatsApp call rings only the seller who has the chat, on any admin page they have open. A chat with no seller rings the office. CRM & Inbox How do I send a voice note to a WhatsApp customer? In the chat press the mic, speak, press Stop & add, then send. The recording goes in a format WhatsApp plays as a voice message. CRM & Inbox Where do I see missed WhatsApp calls? A missed WhatsApp call shows in the chat as "📞 Missed call", and the chat goes to Customer waiting like a new message, so the seller calls or writes back. CRM & Inbox A customer's photo or voice says it is being fetched The store is still copying the file from WhatsApp or Facebook. It tries again every minute, up to 6 times, and the photo appears in the open chat by itself. CRM & Inbox What is the "Call us" button in WhatsApp chats? A WhatsApp message with a call button: one tap and the customer calls your store. It goes once per chat after your first answer; sellers can resend it. CRM & Inbox How does website live chat show in the Inbox? On Premium stores your website's Live chat comes into the Inbox as a Website chat: shared out to sellers like other chats and answered into the visitor's chat box. CRM & Inbox WhatsApp calls are not ringing in my browser Check that calls are On for the number, the Meta app sends the calls webhook field, the chat is yours, an admin page is open and the microphone is allowed. CRM & Inbox What are the daily limit and quality rating on my WhatsApp number? Inbox settings shows each WhatsApp number's daily limit (new customers it may message first in 24 hours), its quality rating from Meta and its display name. CRM & Inbox How do I see this month's WhatsApp bill from Meta? The store owner sees it in Inbox settings under each WhatsApp number: this month's Meta bill, templates by kind, your calls and the free replies. CRM & Inbox The Inbox says I am switched off — who turns me on? The Super Admin or an Admin turns you on in Inbox settings › Sellers and their share: tick Takes chats, give a share, Save shares. Then you press Available.