Summary
Wati's multi-channel Team Inbox allows businesses to manage customer conversations across WhatsApp and Instagram from a single interface. This feature streamlines communication, improves organization, and enhances efficiency by linking chats across platforms.
Note: The multi-channel Team Inbox is available only for Pro and Business plan customers.
Instructions
Key Features
1. Combined Inbox
The Combined Inbox merges conversations from WhatsApp and Instagram into a single list, making it easier to track and manage customer interactions.
How to Access the Combined Inbox:
Navigate to Team Inbox in Wati.
Click on the All tab in the chat list.
View all customer chats across both platforms in a unified list.
Identify the source of each chat by looking at the channel logo next to it.
💡 Tip: Use the Search and Quick Filter options to customize your inbox view. (Advanced filters coming soon!)
2. Linked Chat View
Wati enables businesses to link contacts across WhatsApp and Instagram for a seamless customer experience. If a customer's phone number is available on both platforms, Wati automatically links their chats, reducing duplicates and making management easier.
How Linked Chats Work:
If a phone number is added to an Instagram contact in Wati, the system searches for a matching WhatsApp contact.
If a match is found, Wati links the contacts under a single profile.
The All tab in the chat list displays a linked contact icon, indicating a merged profile.
Within a linked chat, users can switch between WhatsApp and Instagram conversations effortlessly.
Benefits of Linked Chat View:
Unified customer interactions across platforms.
Quick access to past conversations, regardless of channel.
A more organized and efficient customer support experience.
Managing Chats in Team Inbox
With the multi-channel inbox, Wati operators can:
Respond to chats directly from WhatsApp or Instagram.
Switch between linked chats to maintain conversation continuity.
Assign chats to different team members.
Update chat status (e.g., Open, Pending, Closed).
Use all existing Team Inbox actions to manage conversations effectively.
Frequently Asked Questions (FAQs)
General Questions
1. What is the Wati multi-channel Team Inbox?
→ Wati's multi-channel Team Inbox is a feature that allows businesses to manage customer conversations across WhatsApp and Instagram from a single interface. It helps streamline communication, reduce duplicate contacts, and improve efficiency.
2. Who can access the multi-channel Team Inbox?
→ This feature is available only for Pro and Business plan customers.
3. How do I access the multi-channel Team Inbox?
→ To access the multi-channel Team Inbox:
Log in to Wati.
Navigate to Team Inbox.
Click on the All tab to view all customer chats across WhatsApp and Instagram.
Combined Inbox
4. What is the Combined Inbox?
→ The Combined Inbox merges conversations from WhatsApp and Instagram into a single list, making it easier to manage all customer interactions from one place.
5. How do I identify which channel a chat belongs to?
→ Each chat in the Combined Inbox displays a logo indicating whether it is from WhatsApp or Instagram.
6. Can I filter chats in the Combined Inbox?
→ Yes, you can use the Search and Quick Filter options to customize your inbox view. Advanced filters will be available soon.
Linked Chat View
7. What is the Linked Chat View?
→ The Linked Chat View allows Wati to link a customer's WhatsApp and Instagram chats under a single profile if both accounts share the same phone number. This helps reduce duplicates and provides a seamless customer experience.
8. How does Wati link contacts across WhatsApp and Instagram?
→ If a customer's phone number is added to their Instagram contact details in Wati, the system automatically searches for a matching WhatsApp contact. If a match is found, the contacts are linked.
9. How can I tell if a chat is linked?
→ In the All tab of the chat list, linked contacts will have a special icon indicating they are merged.
10. Can I switch between linked chats?
→ Yes, when viewing a linked chat, you can switch between WhatsApp and Instagram conversations with the same contact, ensuring a smooth conversation flow.
Managing Chats in Team Inbox
11. What actions can I perform in the multi-channel Team Inbox?
→ With the multi-channel inbox, you can:
Respond to customer messages from WhatsApp or Instagram.
Switch between linked chats.
Assign chats to different team members.
Update chat statuses (e.g., Open, Pending, Closed).
Use all existing Team Inbox actions for efficient chat management.
12. Can I assign a chat to another team member?
→ Yes, you can assign chats to other team members to ensure they are handled efficiently.
13. Can I track past conversations for linked contacts?
→ Yes, Wati keeps a unified conversation history for linked contacts, allowing you to review past interactions regardless of the platform used.
14. What happens if a phone number is not available for an Instagram contact?
→ If a phone number is not provided for an Instagram contact, Wati will not be able to link it to a WhatsApp contact. However, you can manually add the number in Wati to enable automatic linking.