Inbox questions

When does the customer get my reply by WhatsApp or email?

When they have not been in their customer account for the last two minutes. The system then sends one WhatsApp message, or an email when the customer has no mobile number, with the start of your reply (up to 300 characters) and a link to the chat. It sends at most one such message per conversation every 15 minutes, so several quick replies do not flood the customer. A customer with neither a mobile number nor an email sees your reply only in their account. When the customer is in the app, the reply only appears in the chat.

The message goes out by itself only when your agency's WhatsApp or email is connected. If it is not, or if it fails, nothing reaches the customer outside the app. After each reply, a message tells you what happened. See Reply to a customer chat.

Can I close a chat, and what happens if the customer writes again?

Yes: press Close in the conversation. It moves to Closed and a line records who closed it. When the customer writes again, or when you reply, the same conversation opens again by itself, with its history. Use Reopen to open it yourself.

What does the number next to Inbox in the menu mean?

It is the number of conversations with customer messages nobody has read yet. It refreshes every 30 seconds. Opening a conversation marks its messages as read and lowers the number. The Dashboard alert customer chats wait for a reply counts the same chats among the open ones.

Where do I set up quick replies?

In Settings → Customer portal and loyalty → Quick replies in the inbox. Press Add a reply, give it a Title and the text in English and in Arabic, then press Save replies. Write {customer_name} where the customer's name should go. You can keep up to 40 replies. In a chat, the Arabic text is used for customers whose language is Arabic, the English text for the others. Changing these settings needs permission to manage settings.

Who sees which conversations?

Everyone whose role includes chatting with customers sees the Inbox. People who cover all branches see every conversation. People limited to some branches see the conversations of customers who have a booking in their branches, and of customers with no booking yet. Mine shows the conversations assigned to you.

Can I start a chat with a customer?

Yes, from the customer's file: press Message in the app, write the message and press Send. The customer sees it in their account. If they are away, the same notice rules as for a reply apply, and a message tells you what happened. When the customer already has a chat, the button is Open the chat and takes you to it in the Inbox.

Why is the Inbox empty?

Customers write to you from their customer account. If the account is switched off (Settings → Customer portal and loyalty → Customers can sign in), or no customer has written yet, the list shows No conversations here. Check also the Open, Closed and All choice, and clear the search.