Summary
The WATI Team Inbox is a powerful tool designed to help teams manage customer interactions efficiently. This guide covers its key features, enabling you to handle live chats, assign tickets, manage contacts, and more. By the end of this article, you'll have a clear understanding of how to use the WATI Team Inbox to streamline your workflow.
Instructions
Key Features of the WATI Team Inbox
The WATI Team Inbox includes a range of features that help teams communicate effectively and manage customer interactions. Below are its core functionalities:
1. Live Chat Management
Start and end live chats to assist customers in real-time.
Send messages directly from the inbox to engage with customers.
2. Ticket Assignment
Assign tickets to specific operators to ensure prompt customer support.
3. Contact Management
Add contacts to favorites for quick access to important customers.
Change topic names to keep conversations organized.
Add custom parameters to store personal contact information.
Search and filter contacts to quickly find relevant conversations.
4. Messaging Enhancements
Add quick replies to respond to customers faster.
Send template messages for consistent communication.
5. Chat and Note Management
Add notes to keep track of important conversation details.
Download chats to maintain records for reference.
6. Automation and Workflow
Trigger flows to automate repetitive tasks and improve efficiency.
Frequently Asked Questions (FAQs)
General Questions
1. What is the WATI Team Inbox?
→ The WATI Team Inbox is a centralized platform that allows teams to manage customer interactions efficiently. It includes features like live chat, ticket assignment, contact management, and automation.
2. Who can use the WATI Team Inbox?
→ Any team that needs to manage customer conversations effectively can use the WATI Team Inbox. It is ideal for customer support, sales, and service teams.
3. How long do chats stay in the team inbox?
→ Your customer chats will stay active for 24 hours after their last message. After this time:
You can still send pre-approved template messages
The conversation remains visible in your inbox
Chats are not automatically removed - they'll stay until you delete them
Tip: You can manually delete old conversations if you want to clean up your inbox.
Live Chat Management
4. How do I start or end a live chat?
→ You can start a live chat by selecting a contact and sending a message. To end a chat, simply close the conversation from the inbox.
5. Can I send messages directly from the WATI Team Inbox?
→ Yes, you can send messages to customers directly within the inbox.
Ticket Assignment
6. How do I assign a ticket to an operator?
→ You can assign tickets by selecting a conversation and choosing the appropriate operator from the assignment options.
Contact Management
7. How do I add a contact to favorites?
→ You can mark a contact as a favorite by selecting the contact and clicking the favorite icon.
8. Can I change the topic name of a conversation?
→ Yes, you can update the topic name to keep conversations organized.
9. How can I search and filter contacts?
→ Use the search bar and filters within the WATI Team Inbox to find contacts based on specific criteria.
Messaging Enhancements
10. What are quick replies, and how do I use them?
→ Quick replies are pre-set responses that help you respond faster. You can create and use them from the messaging interface.
11. How do I send a template message?
→ You can send template messages by selecting a pre-approved message format from the messaging menu.
Chat and Note Management
12. Can I add notes to conversations?
→ Yes, you can add internal notes to conversations for future reference.
13. How do I download chat history?
→ You can download chat records by selecting a conversation and choosing the download option.
Automation and Workflow
14. What are triggered flows, and how do they work?
→ Triggered flows automate tasks based on specific conditions, helping streamline repetitive processes.
15. How can I set up automation in the WATI Team Inbox?
→ You can configure automation rules and triggered flows in the settings section of the WATI platform.