Inbox: Admin Guide
The chat inbox is where your employees interact with your customers to answer all their questions.
In this chapter, you will find the following sections:
General settings
Adding users
Creating teams
Creating conversation topics
Creating saved replies
Sending Customer Surveys
Reports
General settings
Click your personal avatar icon, and choose Settings
Go to the General Settings page
Add the workspace name , select the time zone, the currency used by your online store , and then save the changes for all details.
Adding users
To add users to your BusinessChat account, follow these steps:
Click on your personal avatar icon, and choose Settings
Click Users and then click on the Add User button at the top of the page.
Fill in the user's information and assign them either a user or admin role, then select the teams they will belong to.
You can grant users the permission to manage subscriptions or campaigns.
Once done, click the Send Invite button, and an invitation will be sent to their entered email.
How to archive a user
To archive a user's account, go back to the Users Settings page.
Click on the edit button for the user you want to remove
Click on Diactivate User button, and confirm again from the popup.
All active conversations for this user will be reassigned to their team members.
Creating teams
Team setup
Navigate to Settings: Click on your profile avatar at the bottom of the screen and select Account Settings.
Open General Settings: Click on Teams.
Create Team: Click the New Team button.
Name the Team: Enter a name for the team (e.g., "Sales" or "Support"), add an icon if you want and click Save.
Once created, you can click the Edit button (pencil icon) next to the team name to configure its specific settings.
Edit Team
You can also control the team settings by enabling the assignment limit feature, which helps you define the number of conversations that can be assigned to team members and set the maximum assignment count.
Assignment Limit
Assignment limit caps the maximum number of "Open" conversations a user can handle simultaneously. If a user reaches this limit, the system stops assigning new chats until an existing one is closed.
If you do not configure a determined number of conversations, new inbound conversations will be distributed equally among all agents.
Cumulative Conversations Limits Logic: If Team A and Team B both have a limit of 3, a user belonging to both could receive up to 6 active chats (3 from each team).
Mandatory Topic Selection
Agents can be forced to select a topic (e.g., "Complaint") before closing a conversation to ensure accurate reporting, if this setting is enabled within the team settings.
Team members Conversation Access (Permissions)
This setting determines which conversations team members can see in their inboxes. There are generally four levels of visibility:
• Level 1 (Default): Users see their own chats, the team’s shared chats, and bot conversations. This doesn’t require changing this specific feature to grant default access to all conversations.
• Level 2 (Restrictive): Users see only the conversations assigned specifically to them.
• Level 3: Users see their own chats and the team's shared chats, but cannot see Bot conversations.
• Level 4 (Broad): Users can access conversations from their team and other specific teams you select.
Setting Team Working Hours
Admins can define operating hours for each team.
Go to Account Settings > Teams and click the Edit Pen.
Click Team Working Hours.
Toggle days as "Working Day" or "Day Off".
Shifts: You can set up to 4 different shifts for a single day by clicking + New Shift.
Check the account's Time Zone in General Settings to ensure hours match local time.
Adding or removing a user from a team
You can add users to a specific teams from this team setting. Simply click “Add Member” and choose the user you want to add from the dropdown. Then click Save.
You can remove a member from a specific team following the same steps.
The newly created team will be available within the inbox page.
Archiving Teams
Teams cannot be deleted to preserve conversation history. Instead, they can be Archived. When archiving, you must choose a different active team to receive the archived team's current conversations.
To archive a team, follow these steps:
Go to Settings from your profile avatar
Click on Teams from the General settigs menu
Click the Archive (red button) next to the team you want to archive
A pop up will appear to prompt you to reassign the conversations of this team to a different active team. Choose a team and confirm archiving.
This might create an overload of conversations assigned to the current active team and you should be ready to handle that as all conversations that were assigned to the archived team will be routed to the new team you chose.
You can un-archive a team: to restore a team follow these steps: Go to "Archived" tab from the teams section -> Click the Restore icon.
Creating topics
Topics can be used to categorize and classify customer conversations into different subjects.
Topic creation: Navigate to Account Settings > Inbox Settings > Topics and click "Add New".
Archiving: Topics cannot be deleted; they can only be archived to preserve data. Archived topics are hidden from the inbox but remain in reports.
Now that you have created your topic, you can start categorizing your customer conversations by clicking on the Add Topic button and selecting one of the topics you have created.
If you assigned the wrong topic to a conversation, you can remove it by hovering over the topic tag and clicking on the bin icon.
Creating saved replies:
Saved replies save your team a lot of time and effort by helping them respond to frequently asked customer questions.
Navigate to Account Settings from your profile avatar
Click Inbox Settings > Saved Replies
Click "New Saved Reply"
Enter a name (e.g., refund), and type the full standard response.
Note: you can insert custom fields into the saved reply to customize messages for each customer (e.g., inserting the customer's name automatically). you simply add the custom field when creating the Saved reply, and write a fallback value. When sending it from the inbox, click the custom field and add a fallback value. The customer name will be added automatically once found.
To send a saved reply, go to a conversation, click on the Saved replies icon from the reply box, select the message you want to send, enter the value for the custom field if any, and then click Send.
Sending customer satisfaction surveys:
You can set up the conversation rating feature by activation this feature in the chatbot:
Go to your chatbot then → The operator
Navigate to the ‘conversation rating’ section.
Enable the conversation rating survey node.
Configure your message in all chatbot languages and click Save.
Reports:
There are 3 important reports available:
Conversation Reports:
You can filter the data using dynamic filtering factors organized by teams and users. You can also filter the report to see daily, weekly, and monthly results.
Conversations per Status
This report shows the number of conversations closed or opened by your teams to evaluate their performance.
Average resolution Time
This report displays the duration it takes to respond to conversation requests within a specified period (in minutes) and provides insights into the performance of each team member.
Satisfaction Report
This report presents the results of customer satisfaction surveys.
Topics Report
This report shows the most frequent topics your customers engage with you about.
Contacts Report:
Number Of Active Customers
This report provides an overview of the number of active customers who have actively engaged with your business. Active customers are defined as those who have sent at least one message that reached your business.
New contacts from WhatsApp
This reportshows the number of new contacts who have reached out to you via WhatsApp and have been added to your database. You can filter the report by time and group it by day, week, or month.
Contacts per Source
This report displays the distribution of contacts based on their source, such as WhatsApp contacts, contacts manually uploaded to your account, and contacts imported from your connected applications. If you have integrated with any applications, the contacts obtained from that application will be added to a new area named after the application.
WhatsApp Consumption:
This report is available only for WhatsApp numbers activated through Facebook and includes:
WhatsApp Consumption
This report summarizes the actual WhatsApp conversations initiated by your business and customers during the time period you choose in the time filter. The report will be filtered for:
Conversations initiated by your business (Marketing, Utility, Authentication).
Conversations initiated by customers.
AI Consumption
This report displays the total number of tokens used for the AI chatbot if you have it active on your account.