NxAi Tutorials · Ep 92:15

Chat from the team inbox

Reply inside the 24-hour window, use quick replies and notes, and claim, assign and resolve chats.

Watch on YouTubeAbout Shared Team Inbox

Transcript

0:00Welcome

Welcome to NxAi tutorials! In this episode, you'll use the team inbox to chat with your customers on WhatsApp.

0:09What you'll do

We'll tour the inbox, reply within the 24-hour window, save time with quick replies and notes, and claim and resolve chats.

0:19The inbox & filters

Open Chats. Every WhatsApp conversation lands here. The filters at the top sort them: Needs a person, Awaiting reply, Mine, With a person, AI, and Resolved. You can also search by name or number.

0:37The 24-hour window

Click a conversation to open it. This timer is the 24-hour window. After a customer writes, you can reply freely for 24 hours. After that, you can only send an approved template.

0:51Replying & what you can send

Type your reply at the bottom and press Enter to send. The plus button sends a template, buttons or a list, a location, a contact card or a WhatsApp form. The clip attaches a file, and the sparkle button drafts a reply with AI.

1:07Quick replies

Save the answers you send again and again as quick replies. Click Quick replies, then New quick reply. Give it a name, a shortcut, and the message, and save. Then, in any chat, press the lightning button, or type a slash, and pick it. It drops into the message box, ready to send.

1:30Internal notes

Use internal notes to pass on context, like what the customer asked for. Only your team can see them. Nothing here is sent to the customer.

1:42Claim, assign & resolve

When you pick up a chat, click Claim. Your team sees it's yours, and NxAi tells the customer who they're now chatting with. More lets you assign it to a teammate, hand it back to the AI agent, mark it pending, or download the transcript. When you're done, click Resolve.

2:01Next episode

In the next episode, we'll grow your contact list with WhatsApp links, QR codes and opt-in forms. If this video helped, subscribe, and see you in the next one!

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