How to use Chat Inboxes & Interact with Customers

Flaxxa Wapi’s chat inboxes allow businesses to manage customer interactions directly through WhatsApp, enabling seamless communication, tracking conversations, and delivering personalized support. Here’s how to effectively use chat inboxes to interact with customers.
Step 1: Accessing Chat Inboxes
Log into your Flaxxa Wapi account.
From the dashboard, navigate to the “Chat Inboxes” section.
You’ll see a list of active conversations with customers in real-time, organized by date or activity level.
Step 2: Understanding the Chat Inboxes Layout
The inbox panel will display:
Customer names or phone numbers.
The last message sent or received.
Time stamps for the most recent activity.
You can filter or sort conversations based on activity level (e.g., unread messages, priority chats).
Each chat inbox has:
Customer profile information (if available).
A history of the conversation thread for context.
The ability to tag chats, set follow-ups, or assign chats to team members.
Step 3: Initiating or Continuing Conversations
Responding to Customers:
Simply click on an active conversation to open it and type a reply.
You can send text messages, images, PDFs, videos, or even links to external resources.
Initiating New Chats:
If you want to start a new conversation with a customer, use the “New Message” option and enter the customer’s phone number.
You can choose from pre-saved message templates to start the interaction, or type a custom message.
Step 4: Using Quick Replies and Templates
Quick Replies:
Set up pre-defined quick replies for common questions like “What are your business hours?” or “Where is my order?”
To send a quick reply, click on the quick reply button, and select from the list of saved messages.
Message Templates:
Flaxxa Wapi supports pre-approved WhatsApp templates for sending notifications, order updates, or appointment reminders.
Use these templates when sending important updates to customers, ensuring they are delivered quickly and efficiently.
Step 5: Assigning and Managing Conversations
Assign Chats to Team Members:
You can assign customer conversations to specific team members for more personalized support.
Use the Assign button to select the appropriate team member based on the conversation or expertise.
Set Follow-up Reminders:
If a conversation requires follow-up, use the reminder feature to notify yourself or a team member about the action needed (e.g., product inquiry or callback).
Step 6: Managing Multiple Chats Efficiently
Use Tags and Categories:
To better organize customer chats, use tags (e.g., “New Order,” “Support,” “Priority Customer”) for easier identification and quicker responses.
View Chat History:
Each customer’s complete chat history is stored in the inbox, allowing you to reference past conversations and provide personalized responses.
Search Functionality:
Use the search bar within the inbox to quickly locate specific chats based on keywords, customer names, or tags.
Step 7: Automating Interactions
Auto-Reply Bots:
Integrate reply bots with your chat inbox to automatically respond to incoming queries during off-hours or when the team is unavailable.
You can set up flows like FAQ bots or order tracking bots to provide immediate assistance without needing manual intervention.
WhatsApp Flows:
Automate customer engagement by using pre-created WhatsApp flows like "Account Signup Flow" or "Collect Feedback Flow," to streamline onboarding or gather feedback directly from the inbox.
Step 8: Analyzing and Improving Interactions
Monitor Inbox Activity:
Use the analytics feature to track response times, message delivery rates, and customer satisfaction levels.
Improve Customer Engagement:
Based on customer interactions, optimize your message templates, quick replies, and bot flows for better engagement and faster response times.
Best Practices for Customer Interaction
Personalize responses whenever possible by using customer names or referencing previous conversations.
Respond quickly to build trust and ensure customer satisfaction.
Maintain a conversational tone while providing clear, actionable information to address customer needs.
Track and follow up on unresolved issues to ensure customer satisfaction.
By effectively utilizing chat inboxes in Flaxxa Wapi, businesses can manage customer communications efficiently, automate repetitive tasks, and ensure prompt, personalized responses, leading to improved customer relationships and business growth.