Inbox Overview
The Inbox module in Sanoflow is your central hub for managing all customer conversations across multiple channels. It offers real-time communication, powerful filters, and integrated automation, all in one clean interface.
Getting Here
The Inbox Module also requires specific permissions, and is automatically viewable for Admins and Managers.
This module can be accessed through the navigation list on your left side of the screen, then go to Inbox.
The Inbox is module is the most important module to support your communication channels.
Inbox Features
Filters
The Filter By option refines your view of conversations based on:
- Status: Any, Open, Closed, or Pending.
- Search in Messages: Look for specific keywords within conversations.
- Tags: Filter conversations categorized with specific tags.
- Labels: Organize chats based on pre-defined labels.
- Assigned To: Narrow down conversations assigned to specific team members or groups.
- Channels: Focus on conversations from a particular platform like WhatsApp, Instagram, or Facebook.
- Not Replied by Agent: Displays chats waiting for a response from an agent.
- Messaging Window Closing In: Highlights chats approaching the 24-hour API window (e.g., 1 hour, 12 hours).
Open and Closed Chats
- Open Chats: Conversations that are currently active and require attention.
- Closed Chats: Completed interactions, stored for reference or follow-up.
Meta 24-Hour API Closing Window
Meta requires businesses to respond to customer messages within a 24-hour window from the last message the client sends. After this period, businesses can only communicate using approved message templates๏ปฟ. The Inbox provides a filter for tracking chats nearing this deadline to prevent ๏ปฟlost opportunities.๏ปฟ
Sending a Message Template
The plus (+) button in the Inbox allows you to send pre-approved message templates directly to clients. These templates are particularly useful for:
- Re-engaging with customers outside the 24-hour window.
- Sending payment links, reminders, or promotional messages.
Toggled View
The Inbox supports a toggled view between list mode and enlarged chat mode:
- List Mode: Displays conversations in a simple vertical list for quick scanning (toggle the modules column).
- Enlarge Chat Mode: Provides a more detailed, visually structured format for conversations (toggle the modules and the views columns).
Search Bar
The search bar helps you find specific conversations or customers by entering names, phone numbers, or keywords. This feature works across all integrated channels for fast navigation.
Practical Use Cases
- Proactive Customer Support:
- Monitor open chats to respond promptly to incoming queries.
- Use the "Messaging Window Closing In" filter to prioritize time-sensitive conversations.
- Lead Engagement:
- Streamlined Workflow:
- Assign conversations to specific team members or groups for organized handling.
- Compliance with Meta Policies:
- Avoid missed opportunities by managing conversations within the 24-hour window.
Best Practices
- Use filters strategically to focus on urgent or overdue conversations.
- Regularly check the "Messaging Window Closing In" filter to avoid losing contact with customers.
- Leverage message templates for efficient communication outside the Meta 24-hour window.
- Toggle between list and enlarged chat views based on your workflow preferences.
FAQs
- What does โMessaging Window Closing Inโ mean?
- It highlights chats that are close to hitting Metaโs 24-hour policy limit, so you can respond in time.
- Can I reassign a conversation to another agent?
- Yes, open the chat, click the assignment icon, and choose a different user or team.
- What happens when the messaging window expires?
- Can I hide closed chats from my view?
- Yes, toggle the filter to show only โOpenโ or โUnreadโ conversations.
- Why am I not seeing any chats in my Inbox?
- Ensure your filters are not limiting visibility (e.g., wrong status or team), and check that your channels are connected.
- How do I reply from a specific channel like WhatsApp?
- You reply directly in the Inbox; the system routes the message through the channel the customer used.
- Can I export chat history from Inbox?
- Not yet available through the UI for now, export options can be accessed through Reports or requested via Admin.
- What does โAssigned to ChatBotโ mean?
- These chats are handled by automated flows. You can intervene anytime by reassigning to yourself.
- Can I delete a chat from Inbox?
- No, chats are archived when closed. Permanent deletion is only done through backend admin settings.
- What if a customer messages from two different platforms?
- Sanoflow links them if the number is identical. Otherwise, it creates two separate threads, which can be merged manually.