orca.floUsing the team inbox
The team inbox puts every conversation from every channel (WhatsApp, website chat, email, Telegram and more) in one place, so your team can share the work.
Updated
Find the right conversations
The views on the left show All open, Mine, Unassigned, Unreplied (the customer wrote last), Mentions, Snoozed and Closed. Filter by channel or team, search by name, number or message, and save any filter as your own view.
Press ⌘K (Ctrl+K on Windows) to jump to any conversation or page.
Work on a conversation
Assign it to yourself or a teammate, or to a team. Add collaborators who should follow it.
Reply to the customer, or switch to Internal note to write something only your team sees. Type @ to mention a teammate. Sending a reply pauses the bot for that customer.
Type / to insert a snippet (a saved answer). With AI Assist on, use Draft reply, Rewrite and Summary; see AI Assist.
Snooze a conversation until later, or Close it with a category and a short note (Write it with AI fills it in for you). A closed or snoozed chat reopens by itself when the customer writes again.
If one person reached you on two channels, use Merge contacts so their history is together.
Inbox settings (admins and managers)
Automatic assignment: round-robin new chats to your team, either when the bot hands a chat over or for every customer message, optionally only to people who are online.
Auto-close: close conversations after a number of hours of silence.
Teams, Snippets and Closing categories are managed on the same page. Everyone sets themselves Online or Away at the top of the panel.
If you don’t see this in your panel yet, email support@orcaflo-panel.com and we’ll switch it on for your business.