Conversations Inbox
Mercuri’s Shared SMS and WhatsApp Inbox allows teams to manage customer conversations in a centralized workspace.
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
Select an active conversation.
Click Assign and choose a team member.
The assigned agent will receive a notification.
2. Track Conversation Status
Conversations can be marked as:
Open – Active and needs attention
Pending – Awaiting customer response
Closed – Resolved successfully
Spam – Unrelated or unwanted messages
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.
4. Centralized WhatsApp and SMS Inbox
View and manage all incoming and outgoing messages, whether from WhatsApp or SMS, within a single dashboard.
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.
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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