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[NEW] Overview of the Qontak Omnichannel Inbox Menu on the Web

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Learning Center Mekari
  • Updated

Inbox is a Qontak Omnichannel feature where customer service agents handle all user complaints in the form of incoming chats .

To view the Inbox interface on the Web, follow these steps.

  1. Log in to your Omnichannel account.

  2. The following is the web interface that appears after you click the Inbox menu, along with its available features.

Explanation of each feature:

No. Feature Name  Description
1 ‘Search’ Button A button for searching for contacts or conversations.
2 Inbox Submenu A submenu that provides access to all incoming chats (All chats), chats that are only received by the assigned Agent (My Chats), chats that have not been assigned (Unassigned), chats that have been assigned (Assigned), and chats that have been resolved (Resolved).

Learn more about the Inbox submenu here.
3 Sort Room A filter that helps you sort chat rooms in greater detail. 

Learn more about ‘Sort Room’ here.
4 Resolved Button Click this button to resolve all expired conversations. 

Notes:
- Whatsapp Cloud: If you want to delete messages from WhatsApp.
- Instagram: If you want to delete messages from Instagram.
- Facebook Messenger: If you want to delete messages from Facebook Messenger.
- Including unassigned room: If you want to delete messages from rooms that have not been assigned to an agent.
5 Filter Button To view the Inbox with settings consisting of Unresponded chat, Session, Channel, Agents, Tags, and Untagged.
6 Room List Displays a list of incoming conversation rooms.
7 Chat room

Displays the details of the conversation room.

Important
If the WhatsApp Balance is less than Rp0 (negative balance), the Agent cannot send messages through the Inbox and the bot cannot provide an auto-reply. However, if the WhatsApp Balance is Rp0, the Agent can still send messages through the Inbox and the chatbot can still provide an auto-reply, as long as usage remains within the free quota provided by Meta.
8 Client name Displays the name of the client contact who sent the message.
9 Room detail Displays detailed information about the SLA Target, Associated contacts, Customer profile, Conversation details, Notes, Tags, Assignees, Conversation history, Campaign history, Deals, and Tickets connected to the chat.
10 Knowledge base A button for accessing knowledge resources. 
11 Agent Scorecard A button for evaluating the Agent.

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