In this article, we’ll show you how to customize your team’s Inbox for WhatsApp Messaging.
- Click WhatsApp > Settings on the left menu.
- Under “Inbox config.,” click “Inbox settings.”
- The Inbox settings page will load:
Here, you can click the toggles for the following settings to enable or deactivate them:- “Add a sender’s name before a message” - If set, every message sent to a contact through the WhatsApp Inbox will start with the name of the sender, then display the message
- “Can team members marked as Agent see all conversations?” - Automatically set to On. If not set, only Managers can see all conversations while Agents can see conversations assigned to them
- “Automatically close conversations?” - Automatically set to On and display 24 hours. To increase or decrease the number of hours, type the new number or click the field and use the arrows to set the new number. To turn off this option, click the toggle
- “Assign first responder as the contact’s default assignee?” - If set, conversations are assigned to the first person who responds as the default assignee. This is helpful for Sales teams
- “Archive a conversation when closing them?” - If set, conversations marked as “closed” are automatically archived. When the contact writes in again, the conversation is unarchived. To learn more about this topic, visit Archive a WhatsApp conversation
- “Automatically send customer satisfaction question after conversation?” - If set, an automated customer satisfaction (C-SAT) question that you make will appear when agents mark a conversation as “Resolved.” The question will not appear if the conversation goes over the number of hours you set for inactivity, or if the conversation is not “Closed.” To learn more about this topic, visit Create a C-SAT survey for your WhatsApp conversations
- When finished, click the “Save changes” button.