Autopilot Help Centre

💬 CRM & Inbox All topics →

CRM & Inbox Who shows in the Inbox share list? Inbox settings lists your working sellers (job role Seller, active in HR) by themselves; add anyone else by hand. The shares have their own Save shares button. CRM & Inbox Can I use a second Meta app (WhatsApp only) with the Inbox? Yes. Save the second app's secret in Inbox settings › 2. Rules › Second Meta app secret. Messages signed by either app are taken in. Only the store owner sets it. CRM & Inbox Why do some Inbox customers have a profile photo and others not? Messenger and Instagram give the customer's profile photo, so the Inbox keeps a copy. WhatsApp never gives one, so WhatsApp chats show the first letter. CRM & Inbox Which package has the Facebook / Instagram / WhatsApp inbox? The inbox for Messenger, Instagram and WhatsApp is in the Premium package only (and Custom). Start Free, Basic, Standard and the free trial do not open it. CRM & Inbox My inbox stopped after changing package: why? The Facebook / Instagram / WhatsApp inbox works only on a running Premium or Custom package. On a lower package, or once Premium runs out, no messages come in. CRM & Inbox Where is the data deletion URL for my Meta app? Use your shop's own address with /data-deletion, for example yourshop.com/data-deletion. Paste it in your Meta app's settings where Meta asks for data deletion. CRM & Inbox How do I connect all my Facebook pages and Instagram accounts at once? In Inbox settings, paste one User token from the Graph API Explorer into Connect all my pages at once. Every page and its Instagram account connects together. CRM & Inbox Which Facebook permissions does the Inbox token need? The Inbox token needs pages_show_list, pages_messaging, pages_manage_metadata, pages_read_engagement, Instagram messaging and, for comments, two more permissions. CRM & Inbox Why do messages come in but post comments do not? Your page token lacks the comment permissions, so the page was switched on for messages only. Make a token with them, connect again and keep comments ticked. CRM & Inbox What do the token errors in Inbox settings mean? What each red message means when you connect a Facebook page or all your pages in Inbox settings — wrong token type, expired token, no pages, messages not on — and what t... CRM & Inbox Why is my page called "Facebook page" in the Inbox? The page token could not read the page's name, so the page connected by its ID. Connect it again with a name typed in, or use Connect all pages. CRM & Inbox Who can connect a page or change inbox tokens? Connecting a page with its token, the Meta app secret and the Conversions API token are for the store owner only. The Admin runs the other inbox settings. CRM & Inbox What is the CRM Inbox? The Inbox brings Messenger, Instagram and WhatsApp chats and post comments into one screen, shares them among your sellers and turns chats into orders. CRM & Inbox How do I connect my Facebook page to the Inbox? In CRM › Inbox › Inbox settings, save your Meta app secret, add the webhook to your Meta app, then paste the page access token and press Connect. CRM & Inbox How do I connect Instagram to the Inbox? In Inbox settings, pick Instagram under Connected pages, enter your Instagram account ID and the page access token, press Connect, and add the Instagram webhook. CRM & Inbox How do I connect a WhatsApp number to the Inbox? In Inbox settings pick WhatsApp, enter the phone number ID, the Business Account ID for templates and the access token, press Connect, then add the webhook. CRM & Inbox What are the webhook address and verify token for? Meta sends your page's messages to the webhook address; the verify token proves the address is yours and the app secret checks each message came from Meta. CRM & Inbox How do I pause or remove a connected page? In Inbox settings, press the On button next to a page to turn it Off. Its new messages stop coming into the Inbox; old chats stay. Press again to turn it on. CRM & Inbox How are chats shared among sellers? Each new customer goes to one seller, by share (%) or in turn. Only sellers who are on, Available, not on a break, serving that page and under their limit get one. CRM & Inbox How do I set each seller's share of chats? In Inbox settings, tick who takes chats, give each a share in percent (100% in total), an optional open-chat limit and their pages, then press Save shares. CRM & Inbox How does a seller go Available to get new chats? In CRM › Inbox, the seller presses Not taking new chats so it turns green and says Available. It pauses by itself after 15 minutes with the panel closed. CRM & Inbox How does a seller take a short break? In CRM › Inbox, the seller presses Break and picks a reason such as namaz or food. No new chats come; their own customers stay. Back to work ends it. CRM & Inbox What is the answer clock and why did my chat move? A new customer must get a first answer in time (2 minutes by default). After the warning a red countdown shows; at zero the chat moves to the next seller. CRM & Inbox How do I change the answer time and moving rules? In Inbox settings › Rules, set the answer target, the warning time, when an unanswered chat moves, how many moves before the office steps in, and break reasons.