Shared Inbox

The Shared Inbox (Chats) is the command center of Sentikko, aggregating conversations from WhatsApp, Facebook Messenger, and Instagram Direct into a unified interface. This centralization ensures no customer query is missed and allows for seamless cross-channel management.

Interface Overview

The Inbox is divided into three main operational areas:

1. Conversation List (Left Panel): Displays all recent and resolved chats. Use filters to view conversations by status (Recent, Resolved) or filter by assigned agent or integration channel.
2. Message Thread (Center Panel): The active conversation view. Here you can read history, send replies, and add internal notes.
3. Contact Details (Right Panel): Shows customer information, assigned agent/team, labels, and custom attributes.

Key Features

Conversation Assignment

Route conversations to the right agent or team to ensure specialized handling.

• Manual Assignment: Select an agent or team from the assignment dropdown in the contact details panel.
• Filter by Assignment: View only conversations assigned to you using the "Assigned to Me" filter.
• Team Assignment: Assign conversations to entire teams for group handling.

Internal Notes

Communicate privately with your team within the conversation thread. Notes are invisible to customers.

• Add Notes: Use the "Internal Note" button in the message composer to add private team notes.
• View Notes: Internal notes appear inline in the message thread with a distinct visual indicator.
• Collaboration: Share context and strategy with your team without the customer seeing.

Status Management

Keep your inbox clean by managing conversation status.

• Recent: Active conversations appear in the "Recent" section.
• Resolve: Mark a conversation as "Resolved" when the issue is settled - it moves to the "Resolved" section.
• Re-open: Resolved conversations can be re-opened when customers reply or when manually changed back to recent status.

Filters & Organization

• Integration Filter: View conversations from specific channels (WhatsApp, Messenger, Instagram).
• Assignment Filter: Filter by "All", "Assigned to Me", or "Unassigned".
• Labels: Organize conversations with custom labels for better categorization.

Best Practices

[!TIP] Use Internal Notes: Communicate strategy with your team privately within the conversation thread. Notes are invisible to the customer.

[!IMPORTANT] Response Times: Monitor your SLA metrics. WhatsApp has a 24-hour service window for free-form replies outside of template messages.