Manage Conversations in the Unified Inbox

Overview

Handle WhatsApp and Website Channel conversations together from the Zappilo Chat workspace.

Before You Start

• Access to the organization and Chat module.
• At least one connected WhatsApp account or Website Channel widget.

Steps

1. Open Chat

Choose Chat from the tenant navigation to load conversations from all supported channels in one session list.

2. Identify the channel

Use the channel icon beside each conversation to distinguish WhatsApp and Website Channel sessions.

3. Review the customer context

Open a conversation to review messages, contact details, assignment, language, and related opportunity information.

4. Reply from the conversation

Send the response from the message composer. Zappilo delivers it through the channel that owns the session.

5. Update ownership when needed

Assign the conversation to an agent or team so responsibility is visible to the tenant.

Recommended Practices

• Keep all supported channels visible so agents do not miss website conversations.
• Use contact details and message history before sending a response.
• Resolve assignment conflicts before multiple agents reply to the same customer.

What Happens Next

Agents can manage customer conversations without switching between separate channel inboxes.