Multi-channel Team Inbox

Introduction

The multi-channel Team Inbox is a space to manage all the customer chats across different channels - Whatsapp and Instagram. This document explains the key features that the multi-channel inbox offers.

The multi-channel Team Inbox view is only available for our Pro and Business plan customers.

Key Features

Combined Inbox

This inbox view contains a list of all the customer chats across Whatsapp and Instagram, combined into a single list view. To access the combined inbox, navigate to the All tab in the Team Inbox chat list.

Chats are arranged in order of the latest message received and a logo on the chat indicates which channel the chat belongs to.

Users can click on any chat to view the details and also reply to the chats. Search and Quick filter options make it easy to customise the view (Advanced filters are coming soon!)

Linked Chat View

One of the features of our new Instagram channel is the ability to link common contacts across Whatsapp and Instagram.

Linking of chats is possible through common phone numbers. If you have the phone number details of your Instagram contact and add the phone number on Wati, we will automatically search your Whatsapp contacts.
If we find a match, we will Link the Whatsapp and Instagram contacts into a single contact, to reduce duplicates and allow you to manage your contacts and chats in a more organised way.

Once contacts are linked, we show a linked chat view for them on Team Inbox.

  • In the All tab of the chat list, we will show the linked contact chat with the icon representing that they have been linked
  • When the linked chat is opened, there will be an option to switch to view the chat on with the customer on the other channel
  • This switch will provide a seamless move between the conversation with the same contact, on different channels
  • Using this interface, Wati Operator's can chat with the contact, assign the chat to other teams or operators, update the chat status and perform all other actions which are possible on Team Inbox

How did we do?

Phone number masking in Team Inbox

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