Find quick answers to common questions about accessing, managing, searching, assigning, and resolving conversations in Wbotz. Use these tips to manage customer conversations efficiently from your Team Inbox.
How can I access conversations in Wbotz?
Make sure your user account has been added to the Wbotz team and that you have accepted the invitation. If you cannot access conversations, contact your Team Admin to check your permissions.
Why can't I resolve a conversation?
A conversation can be resolved only when it is assigned to you. Check the conversation assignment and make sure your name is selected before trying to resolve it.
Can I find previous conversations with a customer?
Yes. Search for the customer's phone number in the Team Inbox to view their recent conversations across connected channels, regardless of whether the conversations are open, unassigned, or resolved.
How can I identify the channel of a message?
Wbotz displays the channel information for messages, making it easier to identify where a conversation originated. For resolved conversations, you can use the Reopen option to continue the conversation when required.
Why am I not receiving conversation notifications?
This can happen if:
Push notifications are disabled in Wbotz.
Browser notifications are blocked.
System notifications are disabled for your browser.
Check your Wbotz notification settings, browser permissions, and system notification settings.
What should I do if a WhatsApp message fails?
If a message fails to send, Wbotz will display the reason for the failure. Review the error message, follow the recommended solution, and try sending the WhatsApp message again.
Why are some WhatsApp messages not delivered?
WhatsApp delivery can be affected by message limits, customer engagement, and Meta's messaging policies. Avoid sending excessive promotional or marketing messages and monitor your message delivery status through analytics.
Can I assign a conversation to someone outside my team?
Depending on your Wbotz permissions, you may be able to assign a conversation to a user outside your current team. The assigned user can view the conversation, while the conversation remains associated with its original team.
Why can't I see someone mentioned?
Your name or another user's name may appear in mentions only when that user has access to the relevant channel. Check the user's channel permissions if they are missing from the mention list.
Why can't I create a new tag?
If you cannot create tags in the Conversations or Contacts module, your role may not have permission to manage tags. Contact your Team Admin to update your permissions. You can still use existing tags if your role allows it.
How can I manage conversations effectively?
Use the Team Inbox to monitor customer conversations, assign chats to the right team members, search previous interactions, resolve completed conversations, and reopen conversations when further support is required.