TotalChat Inbox

What is TotalChat Inbox?

The TotalChat Inbox acts as a centralized communication hub where all your incoming conversations with customers through platforms like Facebook Messenger, Instagram DM, and Web Chat come together in a single unified interface.

Whether you have a small team or a large support center, this tool allows agents to:

• Easily collaborate
• Assign chats to specific team members
• Organize conversations efficiently
• Ensure no customer inquiry goes unanswered

Why use TotalChat Inbox?

Centralized Communication:No need to switch between multiple platforms. Everything is unified.

Team Collaboration:Assign, tag, and pass chats between team members effortlessly.

Faster Response Time:With search, predefined responses, and templates, agents can respond faster.

Complete Customer History:Access the complete message history to provide better support.

Better Organization:Categorize, archive, or block chats to keep a clean workspace.

How to access TotalChat Inbox

You can easily navigate to TotalChat Inbox by:

• Clicking on the TotalChat Inbox icon from the left menu.
• Alternatively, in the panel menu, select TotalChat Inbox to open it directly.
• You can assign specific users access only to TotalChat Inbox, so when they log in, they will go directly to the interface.

Once inside, you will have several viewing options:

• Mine: View conversations specifically assigned to you.
• All: View all conversations handled by all agents.
• Unread: Quickly access new messages that you haven't seen yet.
• Archived: Find chats that have been closed or archived.
• Blocked: View users who have been blocked.
• Resolved: Access conversations that have been marked as completed.

 Key Features that Simplify an Agent's Workload 

1. Subscriber and Platform Visibility

In the left panel:

• You will see a list of subscribers with their profile pictures and a platform icon indicating where they sent the message from (Messenger, Instagram, Webchat).
For Web Chat users, instead of a profile picture, their IP address will be displayed.

2. Quick Action Menu

In the bottom left corner of the inbox, you can:

• Enable notifications to receive real-time alerts.
  
• Activate Dark Mode for better visibility, especially in low-light environments.
• Manually add new subscribers if necessary.

3. Search and Filter

At the top:

• Use the subscriber search bar to quickly find any subscriber.
• Use filter options like Bot Response to filter chats where the bot is responding automatically.

4. Chat Actions Panel

Selecting a subscriber and clicking on the three dots icon opens the powerful Chat Actions panel where you can:

• Assign an Agent to take over the chat.
• Tag Subscribers (e.g., "VIP", "Work", "Support Needed") for better organization.
• Enable a Message Sequence to automate follow-up messages.
• Add Internal Notes for other agents to see during handoff.
• Don't forget to Save Changes after making updates!

5. Manage Conversations

From the inbox, agents can:

• Mark conversations as read/unread.
  
• Archive or unarchive chats for better inbox management.
• Resolve chats once the issue is fixed.
• Block users when necessary.

6. Send messages and manage responses

• Send a normal message directly to the subscriber.
  
• Activate message flows or templates for quicker predefined responses.
• Use predefined responses (type / to access them quickly).
• Attach files if you need to share documents, images, or other files.
  
• By clicking the "Human Agent" button, you can assign a specific label to the conversation, ensuring that the correct workflows or responses are triggered based on that label.