Qontak is designed to help you work more efficiently, faster, and more consistently every day. It’s not just a visual refresh, but also a smarter way to access various features and manage your work in one place.
Qontak One serves as the main platform layer that connects and unifies Qontak’s various solutions, enabling every business process to run more smoothly and in an integrated way. Through Qontak One, you can manage:
- Omnichannel
- CRM
- Ticketing
- AI Ecosystem
- Workflow Automation
- Reporting
- Integrations
- CDP (Customer Data Platform-like model)
With this strong integration, Qontak One ensures that all operational activities, customer service, and data management can be handled in one place seamlessly and without redundant processes. Below is a guide to each menu available in Qontak One.
Home
The Home page functions as the primary starting point for every user in Qontak. On this page, you can view a layout that unifies various important information, quick actions, and updates relevant to each respective role.
By displaying main shortcuts, key highlights, and easy access to schedule training sessions, the Home page helps you perform daily activities more efficiently and stay up to date with the most important information.
Main Feature
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Quick shortcuts based on roles, such as Start Broadcast, Create Deal, and others, allowing you to easily jump straight into key activities.
A dynamic highlights section to display announcements, feature updates, and the latest releases from Qontak.
A training schedule displayed directly on the main page, including Qontak Training sessions for the Marketing, Sales, and Support areas.
Resource Center
You can access the Resource Center from the bottom-right corner of the Qontak page, and this feature is available across all menus. Its purpose is to help you quickly find support, learning materials, and product updates without having to leave your working page.
Here are the things you can find inside it:
- Introductory Video
Watch the Introduction to Qontak Package video to learn the basics of using Qontak in just a few minutes.
- Contact Support Team
Get direct assistance from the support team via WhatsApp if you experience technical issues or need guidance.
- Guide Articles
Access help articles and FAQs to learn more about Qontak features and how to use them effectively.
- Ask Qontak Anything Sessions
Join live consultation sessions with Qontak experts, ideal for exploring new features or optimizing your system usage.
- Mekari Buddy
Join the Mekari Buddy program to share insights, become part of the community, and receive various attractive rewards.
- What’s New
Stay up to date with the latest feature updates and product releases from Qontak.
Inbox
Inbox is the central hub for all customer communications. Here, you can manage incoming messages from various channels such as WhatsApp, live chat, and email, all in one centralized place.
Within the Inbox, there are several views that help you manage conversations more easily:
All Chats: displays all conversations from various channels.
My Chats: shows conversations specifically assigned to you.
Unassigned: contains messages that have not yet been assigned to an agent.
Assigned: used to monitor conversations currently being handled by the team.
Resolved: displays conversations that have been completed or closed.
Custom View: allows you to customize conversation views based on your own selected filters.
The Inbox section is the main workspace for support agents and customer service teams, where they interact with customers, distribute conversation tasks, and ensure message queues remain well organized.
Read more in the Inbox article:
https://help-center.qontak.com/hc/id/articles/49378189367193--NEW-Sekilas-Menu-Inbox-Omnichannel-Qontak-versi-Web
Campaigns
For the Marketing team, this menu serves as the main activity hub. Here, you can create and send outbound messages, such as WhatsApp blasts, email newsletters, or product announcements, to reach customers more broadly and in a targeted manner.
Within the Campaigns menu, you will find several options such as WhatsApp, Email (Basic or Advanced), Templates, and Recipient Lists. Each option serves a different function to help you engage with your audience in various ways.
- Templates help save time by storing frequently used message formats.
- Recipient Lists ensure messages are delivered to the right audience based on your defined targets.
Read more in the Campaign article:
https://help-center.qontak.com/hc/id/articles/5922540799641-Overview-Menu-Campaign-Broadcast
Bot & Automation
The Bot & Automation section is where intelligence meets efficiency. Here, admins and developers can create automation rules, train AI Agents, and design chatbot flows to reduce repetitive work.
You will find several menus such as Conversation, Custom Instructions, AI Agent (coming soon), Automation (coming soon), and Settings. All of these features are designed to help teams deliver faster and more consistent responses without the need for manual handling.
Read more in the Bot and Automation article:
https://help-
center.qontak.com/hc/id/articles/8176315671449-Bagaimana-Cara-Mengaktifkan-Chatbot-Mekari-Qontak
Customers
In the Customers section, you can view and manage the entire customer database. Here, you can display all customers, only those assigned to you, or those under your personal responsibility. You can also access Company information to see business relationships at the company level. This section is widely used by Sales and Service teams to monitor each customer’s interaction history, ensuring that no opportunities or requests are missed.
Read more in the Customer Data Platform article.
Reports
For Supervisors, Managers, and Analysts, the Reports section serves as the main performance dashboard. Here, you can view various insights across the entire platform, ranging from communication and customer engagement to team efficiency and overall business results.
Within the Reports menu, you will find various types of reports and analysis tools, such as:
- General Reports and Business Operations Reports to monitor overall business performance..
- Customer Insights and Agent Performance to review team performance and customer interactions.
- Ticketing and Broadcast Reports with detailed summaries and activity tracking.
- Bot Performance, Mekari Insights, and Custom Goals for more in-depth analysis.
- Surveys such as CSAT, CES, and NPS to measure customer satisfaction levels.
- Export tools to download data and share it with your team.
This section serves as a control center for decision-makers who want to track progress, measure results, and optimize both team and business performance.
Read more in the Report article:
https://help-center.qontak.com/hc/id/articles/5496883938969-Bagaimana-Cara-Menambahkan-Report-Ke-Dashboard
Deals
The Deals section is where all sales opportunities are managed. Sales teams can track every prospect or project, from initial contact through to the closing process. You can also add notes, update progress statuses, and assign owners so each opportunity can be followed up without being missed. This page is ideal for monitoring your sales pipeline and ensuring the entire team stays aligned at every stage of the sales process.
Read more in the Deal article.
https://help-center.qontak.com/hc/id/articles/6081264912025-Overview-Menu-Deals
Tickets
In the Tickets section, the Support team handles various customer issues or service requests. Each ticket represents a single case that can be tracked, assigned, and resolved efficiently. This feature helps maintain accountability and ensures that every customer issue has a clear owner and resolution path.
Read more in the Ticket article:
https://help-center.qontak.com/hc/id/articles/22325123122201-Overview-Menu-Tickets
Tasks
The Tasks menu helps you and your team stay organized in carrying out work. Whether it’s follow-up calls, reminders, or internal tasks, everything can be created and assigned directly from this menu. Managers can also easily monitor team task progress through the available concise view.
Read more in the Task article.
https://help-center.qontak.com/hc/id/articles/6095345072025-Overview-Menu-Task
Resources
The Resources section provides various supporting materials to help you work more effectively. Here, you can find AI Resources to support automation and artificial intelligence processes, as well as a Knowledge Base containing guides, tutorials, and FAQs related to using Qontak One.
Read more in the AI Resources article:
https://help-center.qontak.com/hc/id/articles/41100802729369-Bagaimana-Cara-Melatih-Chatbot-AI-Berdasarkan-Pertanyaan-yang-Tidak-Dapat-Dijawab
Documents
In the Documents section, you can manage all files and templates in one centralized location. You can access the Document List, customize Templates, or use Shortcodes to speed up message creation. This section serves as the central repository for all files shared within your team.
Read more in the Documents article.
https://help-center.qontak.com/hc/id/articles/5960229109657-Bagaimana-Cara-Membuat-Template
Products
The Products section serves as a shared catalog that displays all products or services offered by your company. Here, you can view details such as pricing, descriptions, and product availability. Sales and marketing teams typically use this section when creating deals or planning campaigns.
Read more in the Product article.
https://help-center.qontak.com/hc/id/articles/5497398153753-Bagaimana-Cara-Menambahkan-Produk-Satuan-pada-Qontak-versi-Web
Expenses
The Expenses section helps maintain transparency in financial activities. Teams can record, categorize, and review expenses related to campaigns, operations, or projects. This makes it easier for you to monitor budgets and expenditures efficiently.
Read more in the Expense article.
https://help-center.qontak.com/hc/id/articles/26986963484441--Bagaimana-Cara-Membuat-Expense
Custom Solutions
The Custom Solutions section is where custom tools tailored to your organization’s needs are located. If your company has internally designed workflows or applications, they will appear here. You may see menus such as Applications, Workflows, or Report Builder, which represent the main types of customizations that can be created.
Subscription
Read more in the Package Usage article.
https://help-center.qontak.com/hc/id/articles/10265853268121-Bagaimana-Cara-Mengelola-Package-Usage-Conversation
Settings
The Settings section serves as the central hub for configuring your system. Here, admins can manage access permissions, integrations, appearance, and automation logic. This menu is divided into several main categories:
- Account: manage users, roles, teams, and account security.
- Bot & Automation: configure chatbots, automated actions, chat conversions, and Airene AI.
- Assignment: define how chats and calls are allocated to agents.
- SLA Management: set response and resolution time targets for Inbox and Tickets.
- Feature Configuration: enable or disable modules such as Inbox or Agent Management.
- Customization: adjust layouts, custom fields, and rename module labels.
- Data Management: export or manage operational data.
- Integration: connect Qontak with other channels or tools, such as various platform integrations with the chat panel, Outlook (for basic email), or Facebook Leads (to automatically create contacts).
- Performance Management: set team performance targets and manage survey results.
Admins typically use this section most frequently to customize how Qontak One works to fit their team’s needs.
Read more in the Settings article:
https://help-center.qontak.com/hc/id/articles/5990089473817-Overview-Menu-Settings
That is a brief overview of Qontak One. Click here to learn more about the features available in Qontak One.