Omnichannel Inbox | WhatsApp, Instagram, Facebook & Website Chat in One Place

How to Use the Omni Channel Share Inbox

Introduction to Omni Channel Inbox

• Anand introduces the concept of an omni channel share inbox, which integrates various communication platforms like WhatsApp, Instagram, Facebook, and live chat into a single dashboard.

• The omni channel inbox allows teams to manage customer interactions across multiple channels from one centralized location.

Managing Messages Across Channels

• Users can filter messages by specific channels or accounts, allowing for focused communication based on their preferences.

• The system supports multiple numbers and accounts; users can choose to view messages from specific sources (e.g., one Facebook account or all Instagram accounts).

• Admins have control over which channels agents can access, enabling tailored permissions for different team roles.

Granular Permissions for Team Members

• Admins can restrict access to certain channels (e.g., disabling Instagram for support teams), ensuring that agents only see relevant messages.

• The platform allows detailed permission settings so that social media managers only access Instagram while support agents focus on WhatsApp.

Real-Time Messaging Features

• Messages sent through the omni channel inbox appear in real-time on the dashboard, enhancing responsiveness.

• A translation feature enables users to communicate with customers in different languages by translating incoming messages instantly.

Enhancing Communication with AI Tools

• Users can rewrite responses using AI tools to ensure professionalism before sending replies.

• The translation capabilities extend beyond basic language conversion; users can make their communications more polished and appropriate for diverse audiences.

Messaging Features and Automation in Customer Support

Canned Responses and Templates

• The platform offers a variety of saved templates for messaging, allowing teams to efficiently communicate with customers using pre-defined responses.

• Templates can include variables, such as the customer's first name, which personalizes messages automatically when sent.

Number Masking for Data Protection

• The system employs number masking to protect customer data by restricting agents from viewing customer phone numbers.

• Admins have control over whether agents can see customer numbers, ensuring data security while still enabling communication.

File Attachments and Audio Messaging

• Users can upload various file types (images, PDFs, videos) similar to native WhatsApp functionalities.

• Audio messages can be sent in a format that allows customers to play them directly within the chat interface.

Automated Agent Assignment

• A chatbot feature automatically assigns incoming messages to available agents based on their status (available/unavailable).

• Messages are assigned in a rotational manner among available agents, optimizing response times and workload distribution.

Customizable Chat Assignments

• Agents can set their availability status; if marked offline, they will not receive any new message assignments.

• The system allows for keyword-based routing of chats to specific departments or agents based on the content of incoming messages.

Labeling and Filtering Chats

• Labels help segment leads effectively; users can filter chats by labels like "already a customer" or "free trial."

• Applying filters enables quick access to specific groups of contacts based on predefined criteria.

Follow-Up Message Sequences

• Users can create follow-up sequences through the bot manager that trigger after certain actions or timeframes.

• An example includes setting up a review follow-up after providing support, enhancing customer engagement post-interaction.

Follow-Up Messaging and Customization Features

Setting Up Follow-Up Messages

• The speaker discusses deleting previous follow-up messages and creating a new one named "review followup," which will be sent 15 minutes after applying the label.

• A reminder is set for the follow-up message, asking customers how they would like to rate the support received.

• The system allows selection from various pre-created follow-up sequences by team members, enabling automated messaging based on customer interactions.

Automation and API Integration

• After 15 minutes of silence, the system can automatically send a follow-up message or check if a booking or payment has been made using an API call.

• Technical users can create API calls to verify payments before proceeding with further customer engagement, allowing for conditional follow-ups based on real-time data.

Custom Fields Management

• Users can create multiple custom fields relevant to their business needs (e.g., product weight, customer city), enhancing personalization in communication.

• The process of managing subscribers includes updating custom fields such as company names directly within the system.

Notes and Customer Interaction History

• Agents can manually assign key custom fields during conversations and add notes for context, ensuring all team members are informed about customer interactions.

• A history log is maintained that tracks all notes added regarding customer interactions, providing transparency and continuity in service.

Follow-Up Reminders and Notifications

• Agents have access to a feature that allows them to set reminders for following up with customers at specified intervals (e.g., hours or specific dates).

• While engaged in other tasks, agents receive audio notifications reminding them of upcoming follow-ups, aiding time management.

Understanding Customer Communication Windows

Managing 24-Hour Communication Windows

• Customers within a 24-hour communication window can receive any message freely. Once this window closes, only template messages are permissible until the customer replies, reopening the window for another 24 hours.

Utilizing Template Messages

• The speaker demonstrates selecting a template message created by a team member, highlighting the ability to incorporate buttons that trigger chatbots during communication.

Engaging with Customers Post-Reply

• Upon receiving a reply from the customer after sending a template message, the agent can engage in free-flowing conversation without restrictions for the next 24 hours.

Filtering Customer Interactions

• Various filters are available to manage customer interactions effectively:

• By label or sequence (e.g., follow-up sequences).

• Recent communications or replies.

• Team member involvement in chats.

Chatbot Management Features

• Agents can enable or disable chatbots and AI responses during conversations. This allows agents to take control when they prefer direct interaction without automated interference.

Optimizing Agent Interaction

Configuring AI Agent Settings

• Agents can configure settings to automatically disable AI responses when they reply, with an option to re-enable it after a set time (e.g., 15 minutes).

Shared Inbox Functionality

• The shared inbox provides granular permission settings for admins, allowing them to control what each team member can access and view regarding customer chats.

Adding Subscribers Directly from Dashboard

• Admin users have the capability to add new subscribers directly from the dashboard, enabling immediate communication even without prior conversation history.

Enhancing Notification and Accessibility

Enabling Notifications for Incoming Messages

• Users can enable browser notifications for incoming messages, ensuring timely awareness of customer interactions.

Progressive Web Application (PWA)

• The platform is accessible as a PWA that works on both desktop and mobile devices. This flexibility allows agents to communicate seamlessly regardless of their location or device used.

Managing Agent Permissions

Restricting Access Based on Roles

• Agents may be assigned permissions limiting their visibility of other agents' chats. This ensures privacy while allowing managers broader oversight capabilities over all communications.

Understanding Chat Management

Overview of Chat Assignment and Resolution

• The speaker discusses the current state of chat assignments, noting that without any assigned chats, the interface appears empty.

• When a chat is reassigned to another agent and changes are saved, it disappears from the original agent's view. Refreshing the page confirms no chats are currently assigned.

Managing Conversations

• The speaker demonstrates how to locate specific conversations by searching for a contact number.

• To mark a conversation as resolved, users can click on three dots in the chat window. This action moves resolved chats to a separate tab.

Benefits of Resolving Chats

• Once marked as resolved, conversations clear from the active chat window, helping maintain organization and reducing clutter for agents.

• If a customer sends another message after being marked as resolved, they reappear in the active chat section.

Best Practices for Team Management

• Agents should be encouraged to close and resolve chats promptly after responding to customers. This practice helps managers track agent performance through resolved chat metrics.

• Features such as blocking spammers or archiving messages enhance user control over their inboxes.

Dashboard Functionality for Admins

• The dashboard provides various functionalities including marking messages read/unread, clearing history, and deleting subscribers—all from one interface.

• Admin capabilities include assigning specific channels or chatbot interactions to designated agents based on operational needs.

This structured approach ensures clarity in managing live chats while enhancing team efficiency and customer service quality.