Inbox Overview

the inbox module serves as the command center for managing all customer interactions in sanoflow it consolidates conversations from various channels, offering an intuitive workspace for teams to communicate efficiently and meet customer expectations 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 the inbox provides a filter for tracking chats nearing this deadline to prevent lost opportunities 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 follow up with potential customers using message templates for promotions or inquiries 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 1\ what happens if i miss the 24 hour messaging window? you can only communicate with the customer using pre approved message templates for specific purposes like payment reminders or promotional messages 2\ how do i prioritize high urgency chats? use the "not replied by agent" or "messaging window closing in" filters to focus on chats requiring immediate attention 3\ can i send a template message to a client without opening the chat? yes, use the plus (+) button in the inbox to send templates without directly entering the chat 4\ what’s the difference between open and closed chats? open chats are active conversations requiring action, while closed chats are completed interactions saved for reference