Use the shared inbox

Chats from the Instagram, Facebook Messenger and WhatsApp Business accounts you've connected are gathered in a single inbox. This article explains how to find chats in the inbox, how to reply, and how to use the customer card.

Opening the inbox

Click Meta in the left menu. The chat list opens on the left, the selected conversation in the middle and, on wide screens, the customer card on the right. New messages appear in the list without reloading the page.

Which chats you see depends on your role. Some roles see all chats; others see only the chats assigned to them, or the chats from their own data sources.

Filtering chats

• Pick a single account from the All Meta Channels list to see only that account's chats.
• Use the tabs above the list to switch between All, Instagram, Facebook and WhatsApp chats.
• Type a person's name in the Search box to find their chat.

Replying

1. Click a chat in the list.
2. Type in the Type a message field and press Enter, or click the send button.
3. To send a photo, video or document, use the + button next to the text field.
4. To reply to a specific message, choose Reply on that message.

The customer card

The customer card has Meta, Potential, Appointment, Offer and Reminder tabs. The potential, appointment and offer tabs appear once the chat is linked to a potential.

On the Meta tab:

• Use the Owning User field to assign the chat to another representative.
• The Language field shows the chat's language. It's detected from the first message, and you can correct it here if needed.
• You can edit the person's Name, Email and Phone Number, and for WhatsApp chats their WhatsApp Username.

Click Update to save your changes.

Creating a potential from a chat

1. On the customer card, make sure the phone number (on WhatsApp, the phone number or WhatsApp username) and the language are filled in.
2. Click Create Potential.
3. In the form that opens, check the Data Source, Operation Type and Owning User, then click Create.

Once the potential is created, the button changes to Potential and opens the record in a new tab.

Who are chats assigned to?

When someone new writes for the first time, the chat is assigned to the next representative in the Meta Pipeline that matches the account's data source and the chat's language. Later messages don't reassign the chat. We cover the setup in Set up pipelines.

Frequently asked questions

I can't see a chat

Your role may show only the chats assigned to you. Ask your administrator to check who owns the chat.

How do I share a link to a chat?

Choose Share from the menu at the top of the chat. The link is copied to your clipboard.