Using Oleon
The inbox
One list of conversations, whichever channel they came in on.
Open the product in a project and you get the conversations: the list on the left, the chat in the middle, and who you are talking to on the right. WhatsApp, Messenger, Instagram and Telegram all arrive in the same list, with a mark on each row saying where it came from.
Working a conversation
- Assign it. A conversation can belong to someone on your team. Yours are together under your assignments, so "what is mine" is a list rather than a scroll.
- Label it. Labels are yours to invent: paid, complaint, follow up on Monday. They sit on the row and can be filtered by.
- Reply with what you already wrote. Quick replies, interactive messages and approved templates are all in the composer, and so are products from your catalog.
- Send an order. Orders can be created from inside a chat, from the products the customer has been asking about.
- Take notes. Notes on a contact are for your team, not the customer.
When the bot is answering
On a Scout or Chat project the bot answers first. You can silence automatic replies for a project while your team answers by hand, and a bot that hands over stays quiet until whoever picked the conversation up is finished.
The 24 hour window
WhatsApp only lets a business message someone freely for 24 hours after their last message. After that the composer offers an approved template instead, which is the only thing WhatsApp will deliver. That is Meta's rule, not ours, and every WhatsApp product works the same way.
Who can open conversations at all is a permission. Somebody can be a member of the organization and still not read a project's chats.
Who is allowed in here is Your team. Letting a bot take the first reply is Scout.