Answer conversations in the Inbox

The Inbox has three parts on a desktop: the views on the left, the list of conversations in the middle, and the open conversation with the contact panel on the right. On a phone you see one part at a time.

Before you start

• You need See the inbox of own teams and Reply to customers in the inbox.

Steps

1. Open Inbox.
2. Pick a view: Mine, Unassigned, Waiting on customer, Breaching soon, Mentions, Snoozed, Closed or All open. With several teams, pick a team under Teams.
3. To find a conversation, type in Search (a name, number, e-mail, subject or words) and choose a Channel, then select Show. To keep this filter, open Save this view, type a Name of the view and select Save.
4. Select a conversation. Its messages open with pictures, voice-note transcripts, files and each message's delivery state.
5. If nobody has it, select Take it.
6. Type in Reply, or pick a Canned reply and adjust it.
7. Tick Keep it open if you expect to write again; otherwise the conversation moves to Waiting on customer after your reply.
8. Select Send.
9. On the right, under Owner and status, change the Status or the Priority (Low, Normal, High, Urgent) and select Save, or pick a time in Snooze until and select Snooze.
10. When it is settled, select Close. Select Reopen to bring it back.

Replying outside the window

WhatsApp allows free replies only within 24 hours of the customer's last message. After that the reply box says so, and you can send only an approved WhatsApp template: type the Approved template name, the Template language, the Template category (Service update or Marketing) and the Values (separated by |). A marketing template needs the customer's recorded consent and never goes in quiet hours. E-mail, web chat and portal conversations have no window.

Good to know

• Two people, one reply. If a colleague is writing or has just replied, Kluvan warns you and keeps your reply; read the conversation again and tick Send anyway if it is still needed.
• Sent once. A reply is never sent twice, even after a double click or a lost connection.
• Back by itself. A snoozed conversation comes back at its time, and a closed one reopens when the customer writes again. A conversation waiting on the customer closes after the days you set.
• The contact panel shows the customer record, open invoices and quotes (with Books rights), open tickets and work orders, consent and other conversations.
• Reports. The Reports tab shows conversations, first response, resolution and deadlines missed, by channel and owner (see set response deadlines).
• Related: assign and hand over, notes and mentions.