Articles on
Inbox
Answer customers from every channel in one place, together with your team.
Working with conversations4
- Get to know the inboxOne list for every conversation from your website, Zalo, Facebook, TikTok, email and the other channels, with filters, statuses and team views.
- Reply to customersWrite replies, use canned responses and quick commands, quote a message, recall one, and understand reply windows and delivery ticks.
- Send and receive filesAttach images, documents and short videos to a reply, and what each channel does with them.
- Resolve, snooze, close and reopen conversationsMark a conversation done, park it until later, close it for good, and what happens when the customer writes again.
Teamwork2
- Internal notes, @mentions and inviting teammatesLeave notes only your team sees, @mention a colleague so they are notified, and bring a colleague into a conversation without handing it over.
- Assign and transfer conversationsGive a conversation an owner, take one yourself, hand it to a teammate, or send it back through the distribution rules.
Productivity5
- Tag conversationsLabel conversations by topic, such as orders, wholesale or returns, to find them later, measure them and let the AI apply tags for you.
- Canned responsesSave answers you send often, like opening hours or shipping fees, keep your own, and insert them with / or the lightning button on the web, phone and Mac.
- Reminders and My tasksGet reminded to follow up on a conversation, set a to-do for yourself or a teammate, and see everything due in My tasks.
- Schedule a messageWrite a reply now and have Ha Tang send it to the customer at the time you choose, like tomorrow morning when the shop opens.
- Keyboard shortcutsMove through the inbox, resolve, assign and reply without the mouse.
Visitors & customers4
- See who is on your website and greet themThe Live board shows who is browsing your website right now, what they are reading and where they came from, and lets you start the chat.
- The customer panelEverything about the customer beside the conversation: contact details, what they did before writing, attributes, CRM fields, notes, tickets and orders.
- Open the customer in your own adminAdd buttons beside every conversation that open the customer's page in your own admin or tools, filled with their user id, email or phone.
- Block customers and handle spamStop a customer, phone number, email address or IP from reaching your inbox, and clean up spam.
Troubleshooting2
- A message was not deliveredWhat "Not sent" and "Not delivered" mean under a reply, every reason a channel gives, and how to fix it.
- Notifications are not arrivingCheck, step by step, why you are not hearing about new messages, assignments, mentions or reminders in the browser, on your phone or by email.
Not finding what you are looking for?
Our team answers in the chat, in English or Vietnamese.