How to Handle Conversations in the Unified Multichannel Inbox
⚡Mandatory Prerequisites & Initial Checklist
- ✓Active user account assigned as Operator, Supervisor or Admin.
- ✓At least one WhatsApp instance connected and allocated to your team.
- ✓Configured microphone permissions in browser to record voice notes.
📋Step-by-Step Instructions in Dashboard
Navigate Across Inbox Queue Tabs
The Inbox header organizes chats into 4 smart tabs: 1) 'Waiting' (unassigned inbound leads); 2) 'In Progress' (conversations currently assigned to you); 3) 'My Chats' vs 'All Chats' (team-wide visibility for supervisors); 4) 'Closed' (archived historical tickets with protocols).
Assign or Start Session and Generate Protocol
Claiming the chat automatically issues an official ticket protocol (e.g., GD-2026-00482) visible in the chat header. This protocol is searchable across the platform and can be shared with customers for audit trail.
Send Messages, Media and Simulated Human Audio
Type responses in the composer. Use the paperclip icon for documents and images (up to 10 MB). When recording voice through the panel microphone, the engine sends it as native WhatsApp PTT voice notes with real recording waveforms.
Use Canned Responses and Tagged Resolution
Type '/' in the input box to trigger the quick-replies catalog. When finished, click 'Close Session', select a mandatory resolution tag (e.g., #issue-resolved, #sale-closed) and write closing remarks.
🚨Critical Safety Rules & Ban Protection
- 🛡️Typing Simulation: The platform automatically triggers 'typing...' and 'recording audio...' statuses before delivering messages to mimic organic human interaction.
- 🛡️Mandatory Resolution Tags: Enforce resolution tagging across your team to track CSAT metrics and prevent neglected open tickets.
❓Frequently Asked Questions & Troubleshooting
P:How to convert a support chat into a CRM deal?
Click the 'Create CRM Deal' action under the top-right three dots menu. Contact details and conversation history attach directly to your sales pipeline.
P:What happens if a customer texts after hours?
If outside your team's business schedule, the session enters 'waiting_off_hours' status and dispatches an automated off-hours notice.