Inbox

Interactive Guide:

What is the Inbox?

The Inbox is where you can view, manage, and respond to all the conversations your chatbot handles. It acts as a unified space for communication across different platforms connected to BotPenguin.

Whether the messages come from your website chatbot, WhatsApp, Facebook Messenger, or other integrated platforms — the Inbox keeps them all organized in one place.

Benefits of Using the Inbox:

• Unified Conversation View: All chats from your website, WhatsApp, Messenger, and other channels appear in one place, so you never have to switch tabs.

• User Details Panel: Each chat shows important user information such as name, contact, and the channel they came from, helping you answer with context.

• Search & Filters: Powerful tools to quickly locate past chats or narrow down conversations by channel, date, or keyword.

Video Guide

Managing Inbox:

1. To manage your chatbot, you need to first visit the BotPenguin Dashboard: https://app.botpenguin.com/home

1. Click on “Inbox” to view all the chats.

1. You can view all the chats across all your chatbots here.

   1. You can select any chat you want by clicking on ☑️ icon.

   2. Status: You can assign status to any specific chat like Inprogress, Reviewed or Closed. You can also create your own status according to your requirements.

1. You can assign a status by selecting it from the dropdown menu.

2. You can mark the status of any chat as “Closed” by either selecting it from dropdown menu or clicking on the marked button.

3. Create Status: Click on Create status to start creating new status.

1. Here you can see all your status you have created. Click on “Create Status”.

1. Enter Status Name and select the status color code Then click on “Create Status”.

2. Assign: You can assign any chat to any of your agents. Assigned agent will have the entire access for this chat.

1. You can assign a status by selecting it from the dropdown menu or by clicking the marked button.

2. Create Agent: Click on Create Agent to start creating new agent

1. Click on “Add Team Member” to start adding new team member.

1. Enter all the details of your team member.

   1. Select Lead Visibility: Select whether you want to give access to all chats or only to assigned chats.

   2. Select Lead Reassign Permission:

Tags:

1. You can add tag to any chat by selecting from dropdown menu or by clicking the marked button.

2. You can export the entire data by clicking on the below marked button.

1. Filter: You can apply filters to view the leads according to your requirements.

1. Orders: Click on “Orders” to view all your orders.

1. You can assign “Status” and “Tag” to your orders.

2. Contacts: You can view all your Leads/Contacts here.

• Contacts: Contacts are the new customers who have shared their contact information during a chat with the bot.

1. Groups: You can group your leads.

2. You can view all your groups you have created here.

1. Create Group

2. Enter Group Name.

1. Then select the filter and all the contacts that fall under this filter criteria will be added.

2. You can also assign leads to any specific group.

1. Select the group using the dropdown menu.

FAQ's:

Here are some commonly asked questions regarding Inbox:

If everything is correct and you are still unable to move forward, write to us at [email protected]. We will respond back within 48 business hours.