Inbox

Inbox lives at inbox.destesi.io. Sign in once at account.destesi.io and your session follows you across the suite.

Inbox is where your team reads and answers customer conversations. It owns the conversations and their transcripts; Connect owns the WhatsApp numbers and Facebook Pages it receives on. Inbox works on its own: with no other product set up, every conversation is answered by a person.

Another Destesi product can answer for you — set Commerce up and its sales agent becomes an option here, and the contact panel starts showing what that customer bought. Nothing of that appears until you configure that product.

The inbox

The conversation list has four tabs:

• Mine: open conversations assigned to you.
• Queue: open conversations sitting in a queue.
• All: every open conversation you are allowed to see.
• Closed: finished conversations. A new customer message reopens one.

Search by name or phone, and filter by connection, queue or tag. The list and the open conversation refresh every few seconds. On a phone, the list and the conversation are separate screens.

Every message shows who wrote it: the customer, the bot, a teammate, the business phone itself, or the system.

Answering

• Reply. Sending a reply takes the conversation over. The bot pauses on that conversation and it is assigned to you if nobody had it.
• Take over / Hand back. Take a conversation over without writing yet, or hand it back to the bot when you are done.
• Quick replies. Type / in the composer to pick a saved reply.
• Internal notes. Switch the composer to Internal note to leave context for your team. Notes are never sent to the customer.
• Templates. WhatsApp and Messenger accept free text only within 24 hours of the customer’s last message. After that, on WhatsApp, the composer offers your approved templates instead (this needs conversations.start). Messenger has no templates: the conversation waits for the customer to write again.
• Attachments. Send an image, video, audio file or document on WhatsApp, up to 16 MB, inside the 24-hour window. Received and sent files are kept in Drive.
• Tags. Label a conversation with up to 10 of the workspace’s tags.
• Assign / transfer. Assign the conversation to a teammate, move it to a queue, close it or reopen it.

The contact panel shows the phone number, the channel, the assignee and the queue. With Commerce set up it also shows who that person is and what they bought (for members with contacts.details) and links to them there. Commerce’s order page shows the buyer’s conversation, with Abrir en Inbox to open it here.

Write first

Someone who has not written to you cannot receive a free-form message — WhatsApp only delivers an approved template outside the 24-hour window. Write first (on the conversation list and on Contacts) does exactly that: you give the number, pick a template, and sending it opens the conversation. It works on WhatsApp only and needs conversations.start. The person is then in your contacts, because contacts are the people you have a conversation with.

The conversation opens assigned to you, with no bot answering it, and the 24-hour window stays closed until they reply. Writing to someone who already has a conversation on that number opens that conversation — it never makes a second one. With more than one connected number you pick which one it goes from, and you can only pick the ones you work.

Settings

Section	Who can change it	What it does
Channels	Owners and admins	Which connected WhatsApp numbers and Facebook Pages Inbox answers on. They are connected in Connect. Removing one here does not disconnect it.
Auto replies and hours	Owners and admins	Greeting, away message, business hours per weekday and time zone, the default queue, and — when another product is set up in this workspace — which one answers automated conversations. With none, people answer and the choice is not shown.
Team and access	Owners and admins	Queues with a name, a color and members, and which connections each person works. Someone with one or more connections listed only sees the conversations that arrived there.
Tags	Owners and admins	The tags conversations can carry, each with a name and a color.

Quick replies have their own page: anyone with quick_replies.manage edits the /shortcut texts the composer offers. Templates has its own page too: every member who can read conversations sees the WhatsApp templates and their review status, and owners and admins submit new ones.

Roles

Inbox declares seven permissions that a workspace can combine into its own roles, under People:

• conversations.view: read conversations.
• conversations.reply: reply, send attachments, take over, hand back, close, reopen, assign to yourself, set tags, and file a contact’s name or phone.
• conversations.start: write first and send templates (together with conversations.reply).
• conversations.note: add internal notes, even without being able to reply.
• contacts.details: see what connected apps know about a person (email, document, address, what they bought). Without it those are left out.
• conversations.assign: assign to others and transfer to queues.
• quick_replies.manage: edit quick replies.

Note

Queues also limit what a member sees. A member in at least one queue sees those queues’ conversations plus the ones assigned to them. A member in no queue sees everything their role allows.

Connections limit it the same way, and the two combine: someone who works only the store’s second number never sees the first one’s conversations, not even one assigned to them — assigning a conversation to someone who does not work its connection is refused, and so is transferring it to a queue where everyone works other connections. Taking a connection away from someone hands their conversations on it back to the team. Listing no connection for a person means every connection, never none.