The inbox is where your team answers customers. Every WhatsApp, Facebook, and Instagram conversation lands here, with the contact's CRM details alongside, so whoever picks up the chat has the full picture.
These steps describe CRM V2, the current version. If your account is still on the older CRM, the screens differ but the ideas are the same. Newer accounts are on V2 by default.
Assign chats to team members or departments, see contact super fields in the sidebar, apply tags, use canned replies, and mark chats as done. Because it is one inbox across channels, a customer who messages on Instagram and later on WhatsApp is still one conversation history.
A chat marked as done can stop a New Message bot trigger from firing again until it is reopened. Keep this in mind when a bot seems to stop responding. See the Bot Builder troubleshooting guide.
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