New Conversations Inbox – Frequently Asked Questions
IMPORTANT: This functionality is currently in Beta and its availability will be progressive.
Frequently Asked Questions (FAQ)
❓ What is the difference between a priority inbox and a custom view?
Priority inbox: up to 5 per user, they are kept updated in real time and show an unread counter. It will contain the total number of conversations with a maximum display of 50. Custom view: up to 10 per user.
❓ What happens if I log out or refresh the page with active filters?
The filters applied in Inbox are reset. When you log back in, you will have to configure them again.
❓ Can I share my quick replies with other agents?
No. Each agent can save up to 50 custom quick replies and are for individual use.
❓ Why don't I see a classification previously marked as a favorite?
Classifications are displayed according to the group to which the conversation belongs, not globally.
This means that:
Each group (for example, Customer Service, Sales, Support) can have different classifications. A classification may exist in one group, but not be available in another.
📌 Practical example
The "Follow-up" classification may be configured in the Customer Service group, but not in Sales.
If you are assigned to both groups and open a conversation that belongs to the Sales group, that classification will not appear, even if you had it marked as a favorite in Customer Service.
❓ What happens if I exceed the maximum filter combinations?
The system will display a warning message and block the last selection.
Max. 30 total combinations. Max. 10 selections in the same filter.
❓ When should I contact support?
If the Inbox does not load or new conversations do not appear. If an agent cannot see conversations assigned to their group. If the filters do not work or are not updated in real time. If there are conversations in which they cannot interact or enter.
Glossary of key terms
Inbox: Main inbox with all conversations, except closed ones.
Classification: Conversation classification (follow-up, positive/negative closure).
Flows: Automated actions that can be triggered when classifying or sending a message.
SIP: Protocol for making calls from the configured application.
WhatsApp call permission: Authorization that a customer must grant to receive calls from the platform.
Customer stage: Classification in the sales funnel (Awareness, Lead, MQL, SQL, Opportunity, Customer).
Useful keyboard shortcuts
/ → Opens the quick replies menu.
Enter → Select a quick reply or send message.
Esc → Close the quick replies menu.
Drag & Drop → Attach multimedia files directly to the chat.
Recommended best practices
Keep favorite classifications configured to save time.
Create priority inboxes for critical clients or sensitive conversations.
Always monitor the response clock to avoid leaving pending conversations.
Update the customer status in each interaction: improve visibility for the entire team.