Table of Contents

Inbox Section Guide

Hajar Updated by Hajar

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We welcome you to the Inbox section, the place where humans and chatbots meet! 🤩

For more information regarding how to assign conversations to agents and the Human Takeover Block, please check out this article.

From the Inbox section, you can see all conversations between the bots and your users in real-time, have agents chatting in real-time when needed, send the visitor back to an automated conversation with a bot, and much more!

To access the Inbox section, just click on the Inbox icon in your Dashboard:

Types of Inboxes in the Chats section🔍

In the Inbox section, on the left side panel, you will have three sections and three tabs that will allow you to filter and access the inboxes you want:

Let's take a closer look:

At the top, horizontally you'll find three tabs to sort your chats:

- Chats tab:
  • Assigned to me - here you will find the chats assigned to yourself as an agent, you can see your avatar, and also a green dot in the right superior corner of the circle, which represents the agent's status (green-online; red-busy; grey-offline).
  • Unassigned - here you will find the conversations that are not assigned to any agent yet.
  • All - here you will find all the conversations of your bots, including yours, unassigned and the ones assigned to your teammates.
- Channels 📚

You will find here all the channels (Web, Messenger, WhatsApp) that you have in your account, besides, you can use the universal search engine to search by the name of the bot:

- Agents 🙋

You'll find all the agents that you have in your Landbot account. Once you click on the name you will see on the right side the chats assigned to that agent!

You can also use the universal search engine to search by the name of the agent:

Managing the inbox

Filter conversations 💬

On the right side, you also have the option to sort out what type of conversation you would like to see:

Available options are:

  • All - Shows ALL conversations, regardless of the status. That means, shows open, paused, closed, blocked, and unassigned chats.
  • Open - Conversations that are open (the ones that you have not closed).
  • Paused - Conversations you have snoozed (paused).
  • Closed - Conversations you have archived in the Chats section. Usually chats you don't need to handle, or that are already solved.
  • Blocked - Conversations where you have blocked the user so that this user can't contact your agent.

Filter by the value of the field 📝

It is possible to filter conversations according to a specific value of the field. You can search by the @name, @phone, or @email from the users.

For example, here we filter by the value "mar" and we can see conversations with users who have fields that contain it, in this case, in @name and @email:

Sorting conversations 📏

On the right side of the search bar, you can sort your conversations by who’s been waiting longest for a reply, or newest conversations:

Select multiple chats 🖇

You can now select multiple chats to apply the following actions to all selected conversations! First, you'd need to select one particular chat and then you'll be able to select of all them:

  • Select options:

Deleting chats in bulk is now possible.
Additional actions 📥

Click on the three dots on the right side of the chat to view additional actions you can perform:

  1. Send transcription - send a transcript of the conversation as a TXT file to the Agent's email address;
  2. Mark as unread - if you have already opened the conversation, you can mark it as unread so it will appear in your inbox with the blue dot. In case the conversation hadn't been opened yet, you'll see the option to mark it as read;
  3. Delete the conversation - choose this option to delete the conversation. Please have in mind that since you have total control over the data of your account, this action is not reversible, not even by our team.

Managing the Conversation 💬

The Chats section only shows 50 messages within a conversation. However, you can send the transcription to your email to see older messages.
Send messages to the user

Click on the Message field and start typing the message for the user. Press Enter or click on the button Send to send the message.

To add a new line to the text, press Shift + Enter on your keyboard.

Shortcuts Manager

By clicking on the Shortcuts Manager icon you can check the list of saved shortcuts. You can add your own saved replies to the account by clicking on Create button, and delete any if needed with the trash icon.

Finally, to use shortcuts in the Message field, just Type / to view the available ones and insert it:

Bot Launcher

Send the user back to an automated conversation using the Bot launcher (Jump to) feature. Choose the bot you want to launch, click on select, and the new bot will be handling the conversation from then on 🤖

Send Media

Click on the attachment icon to send media content, and a modal will appear with all the options of media you can send.

Record Audio

By clicking on the mic icon, you can record voice notes directly in the Chats section and send them to the users to provide the best experience🎤

Note: When used for the first time, you will need to allow to use the microphone in your browser.

Click on Start recording to record audio, which maximum length is 1 minute:

Once you click on Stop recording, you'll be able to listen your audio before sending it to the user. You can also click on the Trash icon to delete it and record another audio:

The user will be able to play the audio directly from his end:

And download the audio as an MP3 file by clicking on 3 dots:

Add emoji

You can open the emojis panel by clicking on the emoji icon:

Choose an emoji that you want to add and enrich communication with your users🤩

Insert Private Notes

Add private notes in the body of the conversation, which will only be seen by you and your team, it will not be seen by the user. You can also mention your teammates with @ symbol to notify them.

You will be able to keep track of the notes created on the right side of the Chats Dashboard❗

Send HSM Templates (for WhatsApp)

If you have the WhatsApp API Business integration, you can contact your users proactively after the initial 24h window using HSM Templates.

Besides setting Campaigns to contact your users, you can send templates to each conversation individually, directly from the Chats section.

Click on the Template icon in the bottom left corner of your Input field, and select one of your approved HSM templates to contact that user.

You can find more information about Message templates here, and about WhatsApp Campaigns here.
End conversation - close chat

When you close the chat by clicking on "End conversation", it will archive the conversation:

When the chat is closed, you'll see the button to restart it:

If there is a Human Takeover happening, and you close the chat, the input field of the user is removed from the bot at that moment.
Pause chat

If you are not ready to close the conversation yet, you can pause it for the time that suits you better by clicking on the "Pause conversation" button:

When you pause the conversation, it will NOT be archived and will remain assigned to the agent.

Also, if there is a Human Takeover happening, the input field will remain available for the user.

User information

On the right side of the conversation, you will see the information about the User, such as name, country, device and browser used, date and hour accessed, among other information.

Extra actions 📎

Click on the 3 dots, right next to its name, on the right side of the user information, to view more options:

  1. Send transcription: Select this option to send a transcript of the conversation to the Agent's email.
  2. Block Customer: If necessary, block users with just a click.
  3. Delete the conversation: Choose this option to delete the conversation. Please have in mind that since you have total control over the data of your account, this action is not reversible, not even by our team.

Start a conversation

The 'Start a Conversation' feature, will allow you to proactively contact your WhatsApp users. You can send individual Message Templates to your subscribers with this option:

To do so, just folloow the 3 easy steps by clicking on the indicated button:

  1. You will have to choose the WhatsApp channel from where you want to send the message (in case you have more than one):
  2. Add the WhatsApp Number to which you want to send the Message Template:
Warning: You won't be able to send the Message Template unless you check the box to confirm that the user has opted-in
  1. Select the Message Template you want to send:

Note: Please keep in mind that this feature is not available for the WhatsApp Testing number

Fields 📌

You can manage the fields from the conversation right from the Chats dashboard, on the Fields section on the right-side panel:

It is possible to perform the following actions with fields:

  • Create new field

By clicking on Add new field button, you will be able to configure a name, format and value for the new field:

Newly created fields will also appear in the list:

  • Update a field

Click on any field to see its information and update it, if necessary:

  • Delete filed

By clicking on the Trash icon, you can delete any fields:

Modifying a field from this section will update the bot's metrics for this user.
Notes 📝

From the right-side panel, you can also see all the private notes of the conversation, and delete any of them, if necessary:

Extra information:

Notification to update the data

When you leave the tab with the Chats section open for a while, you can see the following pop-up informing you about the need to refresh the page to see updated data:

Add notifications when a chat is assigned to an online agent

It is possible to add notifications when the chats are assigned to a live agent. Find all the details here in our new Notifications section.

Visitor's name

By default, all the chats will be under the name Visitors #id_number:

To be able to see the name provided by the user, you should ask and save it under the @name system fields, for example, using the Question: Name block:

This way, you will see the users' names directly in the Chats section:

Build an URL in the bot to access the conversation in the Chats section

You may want to send the links to the conversations with your users to your database or email address to have a direct access to them!

Here's how you can build an URL of the conversation in the bot:

  1. Use the Set a Filed block to create a custom fields to store the chat's ID, where the value is: ${chat_uuid}
  1. With the second Set a Filed block, we will build the URL with the fields that we created in the first step.

In this case, the value is: https://app.landbot.io/gui/chats_v4/@{chat_id}

That's it! You can send the field @chat_url to your database!

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Human Takeover block

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