Inboxes & Channels

Inboxes and channels overview

Overview In ConversaLabs, an inbox is where conversations from a channel arrive for your team to handle. Each inbox represents one connected channel — for example, a WhatsApp number, your website widget, an email account or a social media page. You can have as many inboxes as you need, each with its own assignment rules, business hours and responsible team. Centralizing every channel into inboxes means your agents handle everything in a single screen, with a unified history per contact, no matter where the message came from. Prerequisites - An active ConversaLabs account. - An administrator role to create and configure inboxes (agents only handle conversations). - For each channel, its specific requirements (a WhatsApp number, a Meta account, an email server, etc.), detailed in each channel's article. Step by step 1. Go to the account Settings area. 2. Open the Inboxes section and start creating a new inbox. 3. Choose the channel type you want to connect (WhatsApp, Website, Email, social, Voice, API). 4. Follow the connection wizard specific to the chosen channel. 5. Assign the agents and teams that will handle this inbox. 6. Adjust the settings (business hours, auto-assignment, greeting, CSAT) as needed. Settings & options The platform offers the following channel types, each with its own article in this category: | Channel | What it's for | | --- | --- | | WhatsApp Web (ZuckZapGo) | Connect a number via QR pairing, no official API | | WhatsApp Cloud (Embedded Signup) | Official number via Meta's API | | Coexistence | Sync history and contacts from the official app into Cloud | | WhatsApp Hub | Groups, communities, channels and status | | WhatsApp Inbox Suite | Templates (HSM), Flows and Calls inside the inbox | | Website / Widget | Live chat on your website | | Email | Email support via forwarding or IMAP/SMTP | | Social | Facebook Messenger, Instagram and TikTok | | Voice | Voice calls and AI calls | | API | Generic channel for custom integrations | Use cases - Run multiple WhatsApp numbers and the website on the same screen, without switching apps. - Split inboxes by team (Sales, Support) with distinct assignment rules. - Connect a number via WhatsApp Web to get started fast, then migrate to the Cloud API later. Tips, limits & best practices - Start with one well-configured channel before connecting all the others. - Name each inbox clearly (e.g. "WhatsApp Sales", "Website Support"). - Some channels and features depend on permission, plan or activation — check the prerequisites in each article. Troubleshooting - I can't create an inbox: confirm your user is an administrator. - I don't see a channel type: the channel may not be enabled for your account — talk to whoever runs the operation. See also - Connect WhatsApp Web via QR (ZuckZapGo) - WhatsApp Cloud with Embedded Signup - Website channel with chat widget - Inbox settings

Connect WhatsApp Web by QR pairing

Overview The WhatsApp Web channel connects a WhatsApp number without using Meta's official API: you pair the number by scanning a QR code with the phone app, exactly like you do with WhatsApp Web in the browser. It's the fastest way to start handling WhatsApp, ideal for personal numbers or small operations that don't yet have an official account (Cloud API). Once paired, every incoming and outgoing message starts appearing in the platform's conversations, with media, delivery/read receipts and real-time replies. Prerequisites - An administrator role to create the inbox. - A phone with WhatsApp installed and the number you want to connect. - The WhatsApp Web channel depends on a connection service enabled for your account (provisioned by the operator). If you don't see this channel type, talk to whoever runs the operation. - The phone needs internet to keep the session alive (just like WhatsApp Web in the browser). Step by step 1. In Settings → Inboxes, create a new inbox and choose WhatsApp. 2. Select the WhatsApp Web provider (QR pairing). 3. Give the inbox a name (e.g. "WhatsApp Sales"). 4. The platform shows a QR code on the setup screen. 5. On the phone, open WhatsApp → Linked devices → Link a device and point the camera at the QR. 6. Wait for the pairing confirmation — the real number is detected automatically and the inbox moves to the connected state. 7. Assign agents/teams and finish. Send a test message to validate. Settings & options - Connection states: the inbox shows the session's current state: - Waiting to pair: the QR has been generated and is waiting to be scanned. - Connected: the session is active and the number handles messages normally. - Disconnected: the session dropped temporarily (e.g. no internet on the phone); it reconnects on its own when possible. - Logged out: the device was removed on the phone; you must pair again by scanning a new QR. - Re-pair: if the session expires or is disconnected, generate a new QR on the inbox screen and scan again. - Media: images, videos, audio, documents, stickers, location and contacts are supported. Use cases - Start handling WhatsApp in minutes, with no Meta approval process. - Connect a personal or small-team number that isn't an official account yet. - Operate while the official account (Cloud API) is still being verified. Tips, limits & best practices - Anti-ban: respect WhatsApp's limits. Avoiding mass sends, repeated identical messages and adding many new contacts at once lowers the risk of being blocked. The platform applies a send control (throttle) per number to smooth out spikes. - Keep the phone connected to the internet; if it stays offline too long, the session drops. - Advanced interactive features (buttons, lists) may require a specific license from the connection service. - For high volume and the official green badge, consider migrating to WhatsApp Cloud. Troubleshooting - The QR won't scan: generate a new QR (it expires) and try again with good lighting. - Dropped to "disconnected": check the phone's internet; the session should come back on its own. - "Logged out" state: the device was removed on the phone — pair again. - Messages don't arrive: confirm the inbox is connected and the number wasn't blocked by WhatsApp. See also - WhatsApp Cloud with Embedded Signup - WhatsApp Hub: groups, communities, channels and status - Inbox settings - Inboxes and channels overview

WhatsApp Cloud API with Meta Embedded Signup

Overview The WhatsApp Cloud channel uses Meta's official API. It's the recommended option for businesses that want the official green badge, high volume, approved templates (HSM) and full stability. The simplest way to connect is Embedded Signup: a guided flow from Meta itself, opened inside the platform, where you sign in with your Facebook Business account and authorize the number in a few steps — with no manual token copying. At the end, the inbox is connected to your official number and ready to send and receive messages. Prerequisites - An administrator role in the platform. - A Facebook Business / Meta Business Manager account. - A phone number not in use on another WhatsApp account (or ready to migrate to the Cloud API). - Access to complete the number verification (by SMS or call). - In some environments, Embedded Signup must be enabled by the operator — if it doesn't appear, talk to whoever runs the operation. Step by step 1. In Settings → Inboxes, create a new inbox and choose WhatsApp. 2. Select the WhatsApp Cloud provider and the Embedded Signup option. 3. Click Connect with Meta. A Meta window opens over the platform. 4. Sign in with your Facebook account and select (or create) the WhatsApp Business account. 5. Choose or register the phone number to be used. 6. Complete the number verification with the code received by SMS or call. 7. Authorize the requested permissions and finish. The platform creates the inbox automatically. 8. Assign agents/teams and send a test message. Settings & options - Number and profile: the display name and business profile picture are managed in Meta; the approval status appears in Business Manager. - Templates (HSM): business-initiated messages outside the 24h window require approved templates — see the WhatsApp Inbox Suite. - Webhooks: the Embedded Signup connection automatically sets up message receiving; you don't need to paste URLs manually. - Migration: you can migrate a number currently on the official app to the Cloud API. Use cases - Run an official number with the green badge and high support volume. - Send approved templates (HSM) for notifications, confirmations and campaigns. - Professionalize the operation by moving from WhatsApp Web to the official API. Tips, limits & best practices - The messaging limit starts in a tier and grows with quality and volume — track it in Business Manager. - Keep the number quality high: avoid blocks and reports to avoid dropping a tier. - Outside the 24-hour window after the customer's last message, you can only start a conversation with an approved template. Troubleshooting - The Meta window won't open: check that the browser pop-up blocker is disabled. - Number already in use: the number must be released from the old account or migrated to the Cloud API. - Verification failed: confirm the number and try the alternative method (SMS or call). - Can't start a conversation: check whether you're inside the 24h window or use an approved template. See also - WhatsApp Inbox Suite: Templates, Flows and Calls - WhatsApp Cloud Coexistence - Connect WhatsApp Web by QR - Inboxes and channels overview

WhatsApp Cloud Coexistence: history, contacts and echoes

Overview Coexistence lets a number connected via the WhatsApp Cloud API keep being used also in the official WhatsApp Business app on the phone, at the same time the platform handles conversations. It's the "coexistence" between the app and the API: what happens on one side shows up on the other. In practice, Coexistence does three things: - Syncs the history of existing conversations from the app into the platform. - Syncs the contacts from the app into the platform. - Reflects echoes — messages an agent sent from the official app also appear in the platform's conversation, keeping a complete, single history. Prerequisites - A WhatsApp Cloud inbox already connected (via Embedded Signup). - The number must be in coexistence mode enabled on Meta for that number. - Coexistence is a WhatsApp Cloud feature — it does not apply to WhatsApp Web (QR). - In some environments, syncing must be enabled by the operator. Step by step 1. Connect (or confirm) the WhatsApp Cloud inbox via Embedded Signup. 2. Make sure the number has coexistence enabled on Meta. 3. After connecting, the platform starts syncing the history of recent conversations. 4. The contacts from the official app are imported into the contacts base. 5. From then on, messages sent from the official app appear automatically in the conversations (echoes), and everything the team sends from the platform also reaches the app. Settings & options - History: the sync brings the recent conversations available in the app; very old messages may not come, depending on what Meta makes available. - Contacts: the import creates/updates contacts from the WhatsApp account's address book. - Echoes: messages sent from the phone are marked as outgoing in the conversation, preserving the operation's authorship. - Media: synced attachments are also available in the conversation. Use cases - Keep handling urgent cases from the phone without losing the record in the platform. - Migrate from a 100% official-app operation to the platform without losing the history. - Keep a hybrid team (some in the app, some in the platform) with a unified history. Tips, limits & best practices - The history sync is one-time (it happens at connection/activation) — new messages arrive in real time after that. - For day-to-day work, prefer handling from the platform to benefit from assignment, automations and reports. - Since history depends on what Meta makes available, treat it as best effort, not a complete backup. Troubleshooting - History didn't appear: confirm coexistence is enabled on Meta for the number and wait for the sync to finish. - App messages don't appear (echoes): check that the number is truly in coexistence and the Cloud inbox is connected. - Missing contacts: the import reflects the address book available at sync time; new contacts appear as they message you. See also - WhatsApp Cloud with Embedded Signup - WhatsApp Inbox Suite: Templates, Flows and Calls - WhatsApp Hub: groups, communities, channels and status - Inboxes and channels overview

WhatsApp Hub: groups, communities, channels and status

Overview The WhatsApp Hub brings together, in one place, the WhatsApp features that go beyond 1:1 conversations: groups, communities, broadcast channels and status. From a connected number, you manage these formats directly in the platform — useful for operations that use WhatsApp not only for support, but also for content distribution and relationship at scale. The Hub is especially useful to create and organize groups with automatic rotation (launch cohorts), manage communities, publish to channels and follow status. Prerequisites - A connected WhatsApp number (WhatsApp Web/QR, depending on the feature). - A role with permission to manage the inbox. - The WhatsApp Hub may depend on specific activation/permission — if it doesn't appear, talk to whoever runs the operation. - The limits and capabilities of each format follow WhatsApp's own rules (e.g. maximum group size). Step by step 1. Open the WhatsApp Hub area from the connected number. 2. Choose the format you'll work with: Groups, Communities, Channels or Status. 3. For groups: create/manage groups and, if you wish, use automatic distribution — a smart link directs new contacts to the open group and creates the next one when the current fills up. 4. For communities: organize related groups under a single community. 5. For channels: publish broadcast messages to subscribers. 6. For status: publish and follow the number's status. Settings & options - Rotating groups (launch cohorts): set the capacity and let the platform open a new group automatically when the current one hits the limit, always pointing the link to the group with open spots. - Communities: group related groups by topic, event or cohort. - Channels: ideal for one-to-many communication, with no individual replies in the same flow. - Media: text, images and other attachments supported in the applicable formats. Use cases - Launches with multiple groups that fill quickly and need to rotate on their own. - Communities of customers, students or partners organized by topic. - Announcement and news channels for a large subscriber base. Tips, limits & best practices - Anti-ban: creating many groups or adding many members quickly raises the risk of being blocked — go at a gradual pace. - Respect the member limits per group and other WhatsApp rules. - Use automatic distribution so you don't have to update links manually every time a group fills. Troubleshooting - The link doesn't open the right group: confirm automatic distribution is active and there's a group with open spots. - I can't create groups: check the permission and the number's connection state. - Feature doesn't appear: the Hub (or a specific format) may not be enabled for your account. See also - Connect WhatsApp Web by QR - WhatsApp Inbox Suite: Templates, Flows and Calls - WhatsApp Cloud Coexistence - Inboxes and channels overview

WhatsApp Inbox Suite: Templates, Flows and Calls

Overview The WhatsApp Inbox Suite adds, inside the WhatsApp inbox itself, three tabs that bring together advanced features of the official channel: - Templates (HSM): create, organize and send message templates approved by Meta. - Flows: build and send interactive WhatsApp forms (Flows) to collect data, schedule, qualify leads and more — all inside the conversation. - Calls: start and follow calls over WhatsApp, including the AI calls feature. This way, the team doesn't have to leave the conversation screen to use WhatsApp's most powerful features. Prerequisites - A connected WhatsApp Cloud inbox (official features). - The WhatsApp Inbox Suite may depend on specific activation/permission — if the tabs don't appear, talk to whoever runs the operation. - Templates must be approved by Meta before use. - Flows and Calls follow WhatsApp's rules and availability for your number. Step by step 1. Open the WhatsApp inbox and locate the Inbox Suite tabs. 2. In the Templates tab: create a template (text, variables, buttons), submit it for approval and, once approved, use it to start conversations outside the 24h window. 3. In the Flows tab: build or select a Flow (interactive form) and send it in a conversation; the customer's answers come back to the conversation. 4. In the Calls tab: start a call with the contact or enable AI calls handling, depending on the operation's setup. Settings & options - Templates (HSM): support variables (e.g. customer name), a media header and buttons (quick reply or link). Use the variable picker to fill the fields when sending. - Flows: native WhatsApp forms for structured collection (scheduling, sign-up, qualification); the answers are recorded in the conversation. - Calls / AI calls: calls over WhatsApp and, when enabled, voice handling with AI. Real call errors and states are shown for diagnosis. Use cases - Send an order confirmation or reminder outside the 24h window with an approved template. - Collect scheduling data through a Flow and complete the booking without leaving WhatsApp. - Resolve a case by voice with a direct call or AI triage. Tips, limits & best practices - Create clear, purpose-specific templates — the more aligned with Meta's policy, the higher the chance of approval. - Reuse variables to personalize at scale without creating dozens of near-identical templates. - For Flows and Calls, validate with an internal test before using them with real customers. Troubleshooting - Template rejected: review the content according to the reason reported by Meta and resubmit. - The tabs don't appear: the Inbox Suite may not be enabled for your account/inbox. - The call fails: check the error message shown (usually coming from Meta itself) and the number's setup. - The Flow won't send: confirm the number is WhatsApp Cloud and the Flow is valid. See also - WhatsApp Cloud with Embedded Signup - Voice channel: calls and AI calls - WhatsApp Cloud Coexistence - Inboxes and channels overview

Website channel with live chat widget

Overview The Website channel adds a live chat widget to your site: a conversation bubble in the corner of the screen where visitors talk to your team in real time. Conversations arrive in the inbox like any other channel, with per-contact history, assignment and automations. You install the widget by pasting a small script into your site, and you customize colors, texts and behavior right in the platform. Prerequisites - An administrator role to create the website inbox. - Access to edit your site's HTML (or a tag manager) to paste the widget script. - A site published on an accessible domain. Step by step 1. In Settings → Inboxes, create a new inbox and choose Website. 2. Enter the site name and domain and set the welcome greeting. 3. Finish creation — the platform generates a code snippet (script) for the widget. 4. Copy the script and paste it into your site's HTML, before the closing </body> tag, on every page where the chat should appear. 5. Publish the site and open it in a browser: the chat bubble should appear. 6. Send a test message through the widget and check that it arrives in the inbox. Settings & options - Appearance: primary color, bubble position, avatar and greeting texts. - Availability: different messages for when the team is online or offline. - Pre-chat: optional form to collect name, email and other information before starting the conversation. - Visitor features: the widget can show quick replies, Help Center articles and allow attachments, depending on the setup. Use cases - Answer visitor questions on product and checkout pages in real time. - Capture leads through the pre-chat form and turn them into CRM contacts. - Reduce abandonment by offering help at the right moment of the visit. Tips, limits & best practices - Install the script on all relevant pages so you don't miss conversations. - Set clear offline messages stating when the team is back. - Keep the greeting short and to the point; invite the visitor to say how you can help. Troubleshooting - The widget doesn't appear: confirm the script was pasted correctly and the configured domain matches the site's. - Messages don't arrive: check that the inbox is active and has agents assigned. - Appears on the wrong page: adjust which pages load the script. See also - Email channel: forwarding and IMAP/SMTP - API channel for custom integrations - Inbox settings - Inboxes and channels overview

Email channel: forwarding and IMAP/SMTP

Overview The Email channel turns incoming emails into conversations inside the platform. Your team replies from the same panel as every other conversation, with per-contact history, assignment, internal notes and automations — no need to open a separate email client. There are two ways to connect: by forwarding (you redirect emails to an address generated by the platform) or by IMAP/SMTP (the platform reads from and sends through your own mailbox directly). Pick whichever fits your operation best. Prerequisites - An administrator profile to create the email inbox. - A dedicated support email address (for example, support@yourcompany.com). - For IMAP/SMTP mode: your mailbox server details (host, port, username and password or app password) and IMAP/SMTP access enabled at your provider. Step by step 1. Under Settings → Inboxes, create a new inbox and choose Email. 2. Enter the name and the support email address. 3. Choose the connection mode: - Forwarding: the platform generates a receiving address. In your email provider, set up a forwarding rule from your support address to that generated address. - IMAP/SMTP: enter the incoming (IMAP) and outgoing (SMTP) server details. 4. Save and send a test email to the support address. 5. Confirm the email shows up as a new conversation in the inbox and reply from there. Settings & options - Connection mode: forwarding or IMAP/SMTP, as chosen at creation. - Outgoing server (SMTP): used to send replies from the platform with your address. - Signature and identity: configure how your name and address appear to the recipient. - Conversation threading: replies on the same subject/thread are grouped into one conversation. Use cases - Centralize email support alongside WhatsApp, website and social channels. - Route messages from a corporate address (support@, sales@) to the right team. - Apply automations and auto-assignment to incoming emails. Tips, limits & best practices - Prefer a dedicated support address so it doesn't mix with a personal inbox. - On providers with two-step verification, use an app password for IMAP/SMTP. - Test both sending and receiving before sharing the address with customers. Troubleshooting - Emails don't arrive: review the forwarding rule or the IMAP details; check the destination's spam folder. - Can't send replies: verify SMTP host, port and credentials, and that the provider allows sending from external apps. - Duplicate conversations: make sure only one forwarding rule is active for the address. See also - Website channel with live chat widget - API channel for custom integrations - Inbox settings - Overview of inboxes and channels

Social channels: Facebook Messenger, Instagram and TikTok

Overview Social channels bring your social media messages into the platform. Direct messages and interactions from Facebook Messenger, Instagram and TikTok arrive as conversations in the same panel, with per-contact history, assignment, internal notes and automations. Your team replies to everything in one place, without switching between apps and without losing the context of each customer. Prerequisites - An administrator profile to create social channel inboxes. - An account/page on the corresponding network with admin permission to connect it. - Authorization (login) on the social network at connection time, granting the requested permissions. - Some social channels may depend on being enabled for your account — check with an administrator if the option doesn't appear. Step by step 1. Under Settings → Inboxes, create a new inbox and choose the desired social channel (Facebook Messenger, Instagram or TikTok). 2. Log in to the social network and authorize the connection, granting the requested permissions. 3. Select the page/account to connect to the inbox. 4. Finish creating the inbox. 5. Send a test message through the social network and confirm it reaches the platform. Settings & options - Connected account: the network page/account linked to that inbox. - Assignment and teams: define who handles conversations from that channel. - Automation and replies: apply automations, canned responses and greetings as in other channels. - Reconnection: if the authorization expires, log in again to reactivate the channel. Use cases - Handle Instagram and Messenger DMs alongside WhatsApp and website, without switching apps. - Reply to interactions coming from TikTok and turn followers into CRM contacts. - Standardize marketing and sales support across every network. Tips, limits & best practices - Each network has its own rules and reply windows — answer within the allowed timeframe. - Keep the account permissions valid; expired authorizations stop messages from arriving. - Use a profile with page admin access to avoid connection blocks. Troubleshooting - Messages don't arrive: check whether the authorization is still valid and log in again if needed. - Can't select the page/account: confirm your user is an admin of it on the network. - The channel doesn't appear at creation: it may not be enabled for your account — talk to an administrator. See also - WhatsApp Cloud API with Embedded Signup - Website channel with live chat widget - Inbox settings - Overview of inboxes and channels

Voice channel: calls and AI calls

Overview The Voice channel brings phone call support into the platform. Calls are logged alongside the contact's other conversations, with history, assignment, internal notes and reports — unifying voice and text in the same operation. Beyond traditional calls, the channel offers AI calls, where artificial intelligence assists voice support. Both modes live in the same settings area of the Voice inbox. Prerequisites - An administrator profile to create and configure the Voice inbox. - The Voice channel enabled for your account — it's an optional feature; if it doesn't appear, confirm with an administrator. - The voice provider's credentials/integration required by the channel setup. - For AI calls, the artificial intelligence features enabled on the account. Step by step 1. Under Settings → Inboxes, create a new inbox and choose Voice. 2. Enter the inbox name and the voice provider's integration details. 3. Define how calls behave (receiving, forwarding and logging). 4. To use AI, enable the AI calls option and adjust the assistant's behavior. 5. Make a test call and confirm it is logged in the contact's conversation. Settings & options - Calls: receive and place calls, logged into the contact's conversation. - AI calls: artificial intelligence support during voice handling. - Assignment and teams: define who handles calls from that inbox. - Logging and reports: each call is tied to the contact and feeds the reports. Use cases - Serve customers by phone without losing the history of their text conversations. - Use AI to assist triage and call handling at high volume. - Centralize voice, WhatsApp and other channels in the same queue and the same reports. Tips, limits & best practices - Test audio (input and output) before putting the channel into production. - Combine the Voice channel with assignment rules to distribute calls fairly. - When using AI calls, review the assistant's behavior periodically. Troubleshooting - Calls don't connect: verify the provider integration and the credentials entered. - I don't see the Voice option: the channel may not be enabled for your account — talk to an administrator. - AI doesn't act on calls: confirm the AI features are enabled and that the option was turned on in the inbox. See also - WhatsApp Inbox Suite: Templates, Flows and Calls - API channel for custom integrations - Inbox settings - Overview of inboxes and channels

API channel for custom integrations

Overview The API channel is a generic channel for custom integrations. Instead of a ready-made channel (WhatsApp, email, website), you connect your own system or a non-native channel: your application sends messages to the platform and receives replies via API and webhooks. It's the ideal foundation to integrate tailor-made channels, bots and external systems, keeping conversations centralized with history, assignment and automations like any other channel. Prerequisites - An administrator profile to create the API inbox. - Technical knowledge to consume an HTTP API and handle webhooks in your system. - A public endpoint on your side to receive webhook events (messages from the platform). - Your account's API access credentials (see the API & Developers category). Step by step 1. Under Settings → Inboxes, create a new inbox and choose API. 2. Enter the channel name and, if applicable, your system's webhook URL. 3. Finish creating it — the inbox now has its own identifier. 4. In your system, use the API to create/identify the contact and send messages to the inbox. 5. Configure the webhook to receive the platform's replies and events in your system. 6. Send a test message through the API and confirm it appears as a conversation. Settings & options - Inbox identifier: used in API calls to route messages to the right inbox. - Webhook URL: your system's endpoint that receives messages and events from the platform. - Contacts and conversations: created/updated via API, with the same features as other channels. - Automation and assignment: apply rules just like on any other channel. Use cases - Connect a proprietary channel or a legacy system with no native integration. - Build a custom bot that talks to contacts through the platform. - Integrate an internal app to log and reply to conversations automatically. Tips, limits & best practices - Handle the webhook idempotently to avoid duplicate conversations or messages. - Protect your API credentials: keep them on the server, never exposed on the client. - Implement retries on sending to cope with temporary network failures. Troubleshooting - Messages don't come in: check the inbox identifier and the credentials used in the API. - I don't receive events in my system: validate the webhook URL and that your endpoint responds successfully. - Duplicate conversations: ensure idempotent webhook handling on your side. See also - Website channel with live chat widget - Email channel: forwarding and IMAP/SMTP - Inbox settings - Overview of inboxes and channels

Inbox settings: business hours, assignment, CSAT and greeting

Overview Each inbox has its own settings that apply to every conversation on that channel. Through them you define who handles conversations, when they are handled, how satisfaction is measured and which automatic messages are sent — adapting the behavior to your business. These options live in the inbox's settings area and can be adjusted at any time by an administrator. Prerequisites - An administrator profile to edit an inbox's settings. - An inbox already created (any channel: WhatsApp, website, email, social, voice or API). - Agents and teams already registered, to use auto-assignment. Step by step 1. Under Settings → Inboxes, select the inbox you want to configure. 2. Open the inbox settings and find the behavior sections. 3. Set the business hours and the out-of-office message. 4. Configure auto-assignment of conversations to agents/teams. 5. Enable the satisfaction survey (CSAT) to collect a rating at the end of the conversation. 6. Write the greeting and away messages. Save your changes. Settings & options - Business hours: define the days and times the team is available; outside them, a message informs availability. - Auto-assignment: distributes conversations across the inbox's agents/teams in a balanced way, reducing manual work. - Satisfaction survey (CSAT): asks the contact for a rating after resolution, feeding the quality reports. - Greeting message: sent at the start of the conversation, introducing the company and setting the tone. - Collaborators: which agents take part in that inbox. Use cases - Automatically notify when the team is out of office and when it returns. - Distribute conversations fairly without relying on manual assignment. - Measure customer satisfaction per channel with CSAT and track it in reports. Tips, limits & best practices - Keep the hours aligned with the account's time zone so customers aren't confused. - Use a short, clear greeting inviting the contact to explain what they need. - Enable CSAT consistently across channels to compare quality between them. Troubleshooting - Conversations aren't assigned: confirm auto-assignment is on and that there are agents in the inbox. - The out-of-office message doesn't appear: review the business hours and the account time zone. - CSAT isn't sent: check that the survey is enabled and that the conversation was marked resolved. See also - Overview of inboxes and channels - Website channel with live chat widget - Email channel: forwarding and IMAP/SMTP - Social channels: Facebook Messenger, Instagram and TikTok