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Omnichannel Inbox

The Inbox is where you manage real-time conversations with your customers across WhatsApp, Facebook, and Instagram.

Omnichannel Inbox

🏢 Business Owner's Guide (Non-Technical)​

1. Unified Messaging​

See all your messages in one place. Whether a customer messages you on WhatsApp or Instagram, it appears in this unified list.

2. The Chat Experience​

When you select a contact from the list, the center panel opens the Chatbox.

  • Message History: Scroll up to view previous conversations.
  • Real-time Typing: Messages appear instantly as customers type.
  • Interactive Header: See the customer's name, phone number, and their current "Conversation Window" status (e.g., "21h 55m left").

3. Profile Sidebar & Customization​

On the right side of the Inbox, you will find the Profile Sidebar.

  • Contact Details: View and edit the customer's name and contact information.
  • Lead Status: Directly update their stage in the Sales Pipeline.
  • Tags: Add or remove tags to categorize the customer.
  • Edit Details: Click the "Edit Details" button to open a full popup for advanced lead management (Notes, Reminders, Scoring).

Inbox Profile & Automation

4. Human Mode (Stop Auto Responses)​

Sometimes you need to take over a conversation from the bot. You can control this in the Automation section of the Profile Sidebar:

  • 🔴 Paused (Human Mode): The bot will NOT respond to this customer. This is useful for manual sales or support.
  • 🟢 Active: The bot will automatically respond based on your rules.
  • How to toggle: Click the "RESUME" or "PAUSE" button. The system automatically tags the contact with stop_auto_reply when paused.

Auto Response Toggle

5. Rich Messaging​

Send more than just text:

  • Media: Attach images, videos, and documents.
  • Templates: Quickly send pre-approved WhatsApp templates for common updates.

🛠️ Technical Administrator's Guide (Deep-Dive)​

1. Real-time Synchronization​

The Inbox uses SignalR to push new messages to the UI instantly without page refreshes.

2. Message History​

All messages are logged in the MessageLog table.

  • Direction: Incoming or Outgoing.
  • Status: sent, delivered, read.

3. Profile Auto-Hydration​

When a new message arrives, HK Reach automatically attempts to capture the customer's Profile Name and Profile Picture from the Meta webhook payload.

🎥 Video Tutorials​