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 contact attributes 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.
Why you may appear offline or stop receiving messages in real time
If you leave the Wati page open but idle for a while, Chrome may automatically reclaim the memory used by the page. When this happens:
You may appear offline even though you’re actually online.
New messages may not appear in real time.
How to resolve the issue
Refreshing your browser and staying active on the page will restore real-time updates and your online status.
How to prevent it
To stop Chrome from discarding the page in the future, you can whitelist the Wati URL in your browser’s Performance settings. This prevents the page from being put to sleep when idle.
Frequently Asked Questions (FAQs)
Using the Team Inbox
1. What can I do with the Wati Team Inbox?
You can manage live chats, assign tickets, organize contacts, send messages, add notes, trigger flows, and use various tools to streamline customer interactions.
2. How does live chat management work?
You can start and end live chats and send messages directly to customers from the inbox.
3. Can I assign tickets to team members?
Yes. You can assign tickets to specific operators to ensure timely follow-up.
4. How can I organize and manage contacts?
You can add contacts to favorites, rename topics, add custom contact attributes, and use search and filter options to find relevant conversations quickly.
5. What messaging tools are available?
You can use quick replies for faster responses and send template messages for consistent communication.
6. Can I manage chat notes and download conversations?
Yes. You can add internal notes to track important details and download chat history for reference.
7. How do automations help in the inbox?
You can trigger flows to automate routine tasks and improve workflow efficiency.
Troubleshooting status and message delivery
8. Why do I appear offline even though I'm online?
If the Wati page is left idle for some time, Chrome may reclaim the memory used by the page, causing your status to show as offline.
9. Why am I not receiving messages in real time?
When Chrome discards the page, real-time updates stop, so new messages won’t appear until the page becomes active again.
10. How do I fix delayed or missing real-time messages?
Refresh your browser and stay active on the Wati page to restore real-time message updates.
11. How can I prevent Chrome from putting the Wati page to sleep?
You can whitelist the Wati URL in Chrome’s Performance settings to stop the browser from discarding the page when idle.