Conversations Inbox

Mercuri’s Shared SMS and WhatsApp Inbox allows teams to manage customer conversations in a centralized workspace.

Demo of how to start a conversation on Mercuri for both SMS and WhatsApp.

How Mercuri's Conversations Inbox Helps Businesses

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.

Key Features of Mercuri CX Conversation inbox

1. Assign Agents to Conversations

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

1. Select an active conversation.

2. Click Assign and choose a team member.

3. The assigned agent will receive a notification.

Want to add a team member as an agent? Click here

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2. Assign Conversation Status

You can mark Conversations as:

• Open – Active and needs attention

• Pending – Awaiting customer response

• Closed – Resolved successfully

• Spam – Unrelated or unwanted messages (for SMS conversation)

• Block - You can block a WhatsApp contact if you’re receiving spam. Once blocked, you won’t get any further messages from that customer.

• Unblock – You can unblock a WhatsApp contact if you want to start receiving messages from that customer again. Once unblocked, conversations will resume as normal.

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3. Add Contact Info and Tags

Enhance customer understanding by storing relevant details .Use tags (e.g., “Repeat Customer”, “High Value”) to segment users and personalize communication more effectively.

To know more about how to add or update contact details , click here

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4. Centralized WhatsApp and SMS Inbox

View and manage all incoming and outgoing messages, whether from WhatsApp or SMS, within a single dashboard.

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5. Send Interactive WhatsApp Messages

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.

To know more about the Different Interactive WhatsApp messages, Click here .

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6. Enable Two-Way Conversations

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.

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1. Switch Between AI and Human Support Effortlessly

With the AI agents toggle, you can easily switch control between AI and a human agent with just one click.