Inbox
Manage conversations, engage with customers in real-time, and coordinate team responses.
Overview
The Inbox is your central hub for managing all WhatsApp conversations with your customers. This unified inbox provides a complete view of all your customer communications, allowing you to engage with customers in real-time, handle conversations efficiently, and coordinate team responses—all in one place.
When a workflow is active and a WhatsApp message is received, conversations are automatically created. This ensures you have a complete view of all your customer interactions without manual setup.
Accessing the Inbox
- Navigate to Inbox in the sidebar menu
- Select any conversation to open the chat interface
- Start engaging with your customers
Managing Conversations
Viewing Conversations
The conversations list displays all your WhatsApp conversations with:
- Contact Name: The name of the contact (from WhatsApp or custom)
- Phone Number: The contact's WhatsApp number
- Last Message: Preview of the most recent message
- Timestamp: When the last message was received
- Unread Indicator: Badge showing unread message count
- Assignment Status: Which team member or agent is handling the conversation
Opening a Conversation
- Click on any conversation in the list
- The chat interface opens on the right (or full screen on mobile)
- View the complete message history
- Start typing to send a reply
Conversation Features
- Message History: Scroll through complete conversation history
- Media Support: View images, videos, documents, and other media
- Message Status: See delivery and read receipts
- Search: Search within conversations for specific messages
- Infinite Scroll: Automatically loads older messages as you scroll
Live Mode
Live Mode allows you to take direct control of conversations, bypassing automated workflows for personalized human interaction.
What is Live Mode?
When Live Mode is enabled for a contact:
- Automated workflows for that contact are temporarily paused
- You can chat directly with the customer in real-time
- All messages go through the manual chat interface
- Workflows resume automatically when Live Mode is disabled
Activating Live Mode
Method 1: Using the Toggle Switch
- Open a conversation
- Find the Live Mode toggle switch in the conversation header
- Toggle it ON to activate Live Mode
- Toggle it OFF to disable and resume workflows
Method 2: Using Message Reactions
You can also toggle Live Mode by reacting to any message in the conversation:
- ✅ (Checkmark reaction) - Disables Live Mode, resumes workflows
- ❌ (Cross reaction) - Activates Live Mode, pauses workflows
When to Use Live Mode
- Complex Issues: When automated workflows can't handle the customer's request
- Personal Touch: For VIP customers or sensitive situations
- Problem Resolution: When troubleshooting requires human intervention
- Sales Conversations: For personalized sales discussions
- Escalation: When workflows need to hand off to a human agent
Conversation Assignment
For teams, FlowBot enables efficient conversation management through assignment features. Assign conversations to specific team members or AI agents to ensure proper follow-up and accountability.
Automatic Assignment via Workflows
Use the AssignTo node in your workflows to automatically route conversations:
Features:
- Workload-Based: Distribute conversations evenly among team members
- Expertise-Based: Route to team members based on skills or tags
- Custom Logic: Use workflow conditions to determine assignments
- Round-Robin: Automatically rotate assignments
- Agent Assignment: Assign conversations to AI agents for automated handling
Example Workflow:
Message Received → Check Contact Tag → AssignTo (based on tag)Manual Assignment
To manually assign a conversation:
- Open the conversation you want to assign
- Click the Assign button or icon
- Choose assignment type:
- Assign to Team Member: Select a user from your team
- Assign to Agent: Select an AI agent to handle the conversation
- Select the team member or agent
- Confirm the assignment
Assignment Features:
- Multiple Assignments: Assign to both team members and agents
- Reassignment: Change assignments as needed
- Assignment History: Track who handled each conversation
- Status Tracking: See open/closed status of assigned conversations
Assignment Status
Conversations can have different assignment statuses:
- Unassigned: No one is currently handling the conversation
- Assigned: Assigned to a team member or agent
- Open: Conversation is active and being handled
- Closed: Conversation is resolved and closed
Team Collaboration
- Notifications: Team members receive notifications when conversations are assigned
- Shared View: All team members can see assignment status
- Transfer: Easily transfer conversations between team members
- Notes: Add internal notes for team collaboration
Advanced Features
Message Types
FlowBot supports all WhatsApp message types:
- Text Messages: Plain text messages
- Media Messages: Images, videos, audio, documents
- Location Messages: Share locations
- Contact Messages: Share contact information
- Interactive Messages: Buttons and lists
- Template Messages: Pre-approved message templates
Search and Filter
- Search Conversations: Search by contact name or phone number
- Filter by Status: Filter by assigned, unassigned, open, or closed
- Filter by Tags: Filter conversations by contact tags
- Filter by Date: View conversations from specific time periods
Bulk Actions
- Bulk Selection: Select multiple conversations at once
- Bulk Assignment: Assign multiple conversations simultaneously
- Bulk Tagging: Add tags to multiple contacts
- Bulk Archive: Archive multiple conversations
Best Practices
- Respond Quickly: Use Live Mode for urgent issues that need immediate attention
- Use Workflows First: Let automated workflows handle common questions before switching to Live Mode
- Organize with Tags: Use tags to categorize conversations for better organization
- Track Assignments: Regularly review assignment status to ensure conversations are being handled
- Team Coordination: Use assignment features to distribute workload evenly
- Close Conversations: Mark conversations as closed when resolved to keep your inbox organized
- Monitor Performance: Track response times and conversation resolution rates
Troubleshooting
Can't see conversations?
- Ensure your WhatsApp account is properly connected
- Check that workflows are active and receiving messages
- Verify your phone number is registered correctly
Live Mode not working?
- Check that the toggle switch is properly activated
- Verify you have permission to manage conversations
- Try refreshing the page
Assignment not working?
- Verify team members have proper permissions
- Check that agents are active and configured
- Ensure you're on a plan that supports assignment features