Overview
All messages from WhatsApp, Messenger, Instagram and the chat on your website in one inbox.
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In the inbox you read and reply to messages from customers and visitors that come in through WhatsApp, Messenger, Instagram or the chat on your website, all in one place. You find it in the sidebar under Support > Inbox. First you connect the channels you want to use, then you work in Reading and replying to conversations every day.
Not for automatic notifications
The inbox is meant for two-way traffic with customers. Automatic WhatsApp notifications, for example for a low NFC balance, go through Twilio and not through these integrations.
Good to know
- A new message appears as a card at the bottom right and disappears after about ten seconds. The number next to Inbox counts open conversations waiting for a reply
- The AI assistant Tillie pauses for 30 minutes after a colleague has replied
- A chat message on the website can contain a maximum of 4096 characters, without images or files
- A customer can edit a WhatsApp message up to 15 minutes after sending it, and you see that in the conversation
- The email reminder to a website visitor goes out after about 5 minutes of inactivity. The link works for 30 days
- A message of your own that you delete in Tillor (Messenger and Instagram) only disappears in Tillor, not for the customer
How does this fit together?
You install each channel separately. All conversations then end up in the same list, and Tillor links them to a customer where possible.
- Your team replies in Tillor. The reply goes back to the customer through the same channel.
- Tillie, the AI assistant, can reply and hand a conversation over to your team. You decide that per conversation.
- Replies you send outside Tillor, for example in the WhatsApp Business app, also appear in the conversation.
Connecting channels
Install an integration per channel under SettingsIntegrations.
Website chat
Chat button on your own site, without an external account
WhatsApp Business
Connect a WhatsApp number via Meta
Messenger
Connect a Facebook page via Meta
Connect Instagram Direct via Meta
Inbox AI assistant
Tillie replies and hands over on all channels
When you connect Messenger, Tillor imports the page's existing conversations. If Messenger is already connected, you can also start that synchronisation manually from the inbox.
Working day to day
Reading and replying to conversations
Replying, archiving, tags and notifications
Conversations via website chat
What you see for a website visitor
Permissions
| Permission | What may the user do? |
|---|---|
| View inbox | Open the inbox and read conversations |
| Manage inbox | Send replies, archive, restore and pin conversations, mark as unread and delete your own messages in Tillor (Messenger and Instagram) |
| Inbox message notifications | Receive push notifications for new messages from customers |
Set permissions under SettingsUsers.
Terms
- Conversation or thread: all messages with one customer or visitor on one channel.
- Open and Archived: the two tabs of the conversation list. Archiving takes a conversation out of Open, restoring puts it back.
- Tillie: the default name of the AI assistant in the inbox. You can change the name.
More terms are in the glossary.