The inbox is the place where you interact with your customers to answer all their questions.

In this Chapter, you will find the following sections:

To customize their accounts, agents need to click on their account Icon and go to Profile.

You can upload a profile picture, change your name, or password.

Choose between Arabic or English for easy platform usage and Save Changes .

Change the current password, by clicking "Change password", enter the current one, add the new password and confirm, then click Save.

When a customer initiates a conversation, the chatbot will welcome them and start engaging with them. You can view the conversation in the chatbot view.

When a customer requests to speak with an employee, the bot will redirect them to an active employee.

Receive conversations from customers

to start receiving conversations from customers, you need to toggle off Watching mode.

You can see all previous conversations between the customer and other agents, as well as customer information on the left side, such as their name, mobile number, language, and conversation start date.

Below the information box, you can block the customer from communicating with you and search for specific words within the conversation.

You can reply within the box at the bottom of the page.

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.

Within the notes box , you can leave comments about the customer visible only to your colleagues and click Add note .

By clicking on the assign menu, You can also reassign the conversation to another teammate or another team.

You can add a topic to the conversation by going to Conversations (1), clicking the topics button at the top of the page (2) and selecting a topic (3).

When the conversation with the customer is finished, you must close the conversation using the button at the top of the page.

If the conversation is not closed, it will affect the average conversation completion time report, and the marketing team will not be able to send any campaigns to a customer with an open conversation.

The Business Chat platform mobile app allows you to respond to customers on the go.

You can download BusinessChat mobile application from iOS and Android app stores.

You need to have an account on the BusinessChat platform to log in and use the application