Conversations Inbox
Mercuri’s Shared SMS and WhatsApp Inbox allows teams to manage customer conversations in a centralized workspace.
Last updated
Mercuri’s Shared SMS and WhatsApp Inbox allows teams to manage customer conversations in a centralized workspace.
Last updated
The Shared Inbox in Mercuri CX enables your team to manage all customer conversations across WhatsApp and SMS from a single interface. It ensures that no message is missed, customer issues are resolved efficiently, and team collaboration is seamless.
Easily allocate specific team members to handle individual customer chats. This prevents overlap, reduces confusion, and ensures accountability for every conversation.
Assigning Conversations to Team Members
Select an active conversation.
Click Assign and choose a team member.
The assigned agent will receive a notification.
Conversations can be marked as:
Open – Active and needs attention
Pending – Awaiting customer response
Closed – Resolved successfully
Spam – Unrelated or unwanted messages
Enhance customer understanding by storing relevant details .Use tags (e.g., “Repeat Customer”, “High Value”) to segment users and personalize communication more effectively.
View and manage all incoming and outgoing messages, whether from WhatsApp or SMS, within a single dashboard.
Use interactive elements such as buttons, quick replies, lists, or location requests to make it easier for customers to respond or take action, enhancing engagement and reducing effort on their part.
Have real-time, two-way communication with your customers. Whether it’s answering queries, resolving issues, or collecting feedback, Mercuri Inbox makes it easy to hold meaningful conversations.
Want to add a team member as an agent?
To know more about how to add or update contact details ,
To know more about the Different Interactive WhatsApp messages, .
