📅 Week 1 · Monday
day-01
What is WA.Expert?.
Today you'll learn: what WA.Expert is and why businesses pay for it — explained so clearly you could teach it to your parents by tonight.
⏱ ~20 mins
📖 Read + Quiz + Submit
✅ Need 3/5 to unlock
🔒 Wednesday only
Week
Week 1 of 8
Day
1 of 14
Program
2-Week Program
📖 Read This First — About 8 Minutes
A Team Inbox configured correctly is a customer service operation. Configured poorly, it's organised chaos.
The Team Inbox is not plug-and-play. Deliberate configuration determines whether it helps or hinders. The decisions you make on Day 1 of setup cascade through every conversation thereafter — so they need to be made correctly, not adjusted in week 3 after problems emerge.
Configuring a Team Inbox is like designing an office layout. You don't hand people desks and say start working. You define who sits where, who handles what, who is the manager, how urgent tasks get flagged, and what happens when someone is away. Same decisions, same importance.
Agent roles + permissions
Agents (reply only), Supervisors (reply + reassign + view all), Admins (full access + configuration). Never give everyone admin. Role boundaries create accountability.
Routing rules
Auto-assign by: keyword in first message, contact tag, time of day, round-robin. Multi-location: route by city keyword. Multi-product: route by product mentioned.
SLA configuration
First response targets (e.g. 15 mins), resolution targets (e.g. 4 hours). Flag overdue conversations. Makes inbox a managed system, not just a shared screen.
Tag taxonomy design
Design all contact tags before go-live. Consistent tags from Day 1 make CRM data searchable and actionable. Without pre-design, 6 months of data becomes unusable.
🔑 Configuration principle: Every setting decided before go-live, documented, and trained. An inbox where agents invent their own tagging and routing habits within the first week will be unusable within a month.
Read the reference page below before taking the quiz.
Explore: Team Inboxwa.expert/pages/inbox.html · Configuration options · ~5 mins
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🧠 Quiz — 5 Questions
Day 1 Quiz
Score 3 or more to unlock your submission. Retry as many times as you want — every wrong answer tells you why.
5 questions
Need 3/5
Unlimited tries
Instant feedback
Question 1 of 5
Real estate agency: 2 Mumbai agents, 2 Pune agents, 2 commercial agents. How should routing be configured?
✅ Keyword-based routing by location and type. Each agent sees only relevant conversations — faster response, better expertise match, cleaner inbox.
❌ Keyword-based routing is the answer. Each agent sees relevant conversations only — reduces noise, increases speed and quality.
Question 2 of 5
Why define SLA targets in Team Inbox configuration?
✅ SLAs turn response time from a vague expectation into a measurable standard. Flagged overdue conversations create accountability without micromanagement.
❌ SLAs make response time measurable. Without them, 'reply quickly' means different things to different agents. With them, overdue conversations surface automatically.
Question 3 of 5
A new agent joins a business with 6 months of data but no tag conventions. What problem exists?
✅ Inconsistent tagging makes the CRM unreliable. Case variations, synonym tags, and missing tags create data that cannot be accurately segmented or reported on.
❌ Inconsistent tagging is the problem. Without a defined taxonomy, variations make segmentation and reporting unreliable. Design tags before go-live — always.
Question 4 of 5
Correct permission level for a team leader who needs to view all conversations and reassign them but NOT change platform settings?
✅ Supervisor role. View all + reassign = supervisor. Configuration = admin only. Role boundaries protect system integrity.
❌ Supervisor is the answer. View all + reassign without configuration access. Admin should be reserved for the platform owner only.
Question 5 of 5
A healthcare clinic's Team Inbox handles appointment booking, prescription queries, and billing. Why route these separately?
✅ Expertise + SLA matching. Each query type needs the right person. Misrouting creates wrong answers, patient frustration, and potential clinical risk.
❌ Expertise matching is the answer. Each type needs different knowledge and different response times. Misrouting is a quality and safety issue in healthcare.
–of 5
Answer all 5 questions, then check your score.
✏️ Your Task
Score 3/5 to unlock this
Complete the quiz above first. The moment you score 3 or more, this section unlocks.
🎉 Day 1 — done!
Day 2 opens on your assigned Tuesday.
📝 Today's Task
Someone in your family runs a small business. In 3–4 sentences, explain WA.Expert to them like you're actually WhatsApp-ing them right now. Your own words — not copied from the page.
Start like this: "So there's this platform I was reading about — it's basically for businesses that get too many WhatsApp messages to handle manually. It lets them..."
0 / 800
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Submitting before 11 PM IST on your assigned Wednesday counts as Day 3 complete.