Social Inbox 1.0

Read this if you have Smart Apps in use that have been ordered before 21 october 2024. New Smart Apps documentation can be found within the Marketplace.

The Social Inbox template enables your bot to answer incoming chat messages via the Chatwidget and Whatsapp channels. It can be used to configure any type of social messaging assistant. In the basis it is configured to forward messages to an employee (escalate) while sending an automatic response, but it can also be configured for automatic answering on recognized questions.

On other channels then Whatsapp it will deflect to Whatsapp after waiting for too long on an employee to join and respond. This way your audience is forced to continue in Whatsapp which makes them re-engageable, even when they are offline.

Setup

At minimum you need to take care of the following:

1. Make sure your opening hours are configured

2. Make sure your Whatsapp channel is enable (or another chat channel)

Status	Explanation
When online	Automatic reply to give employee(s) time to join and respond.
When offline	Automatic reply to let the customer know your business is closed.
When unavailable	Automatic reply for when Operators / Agents are currently not available to join or respond.
Wait timeout	Timer to wait for an operator before deflecting from Web to Whatsapp