Mercuri Docs
  • Welcome to Mercuri
  • 📩Communication Channels
    • WhatsApp Integration
      • Prerequisites
      • Onboarding on WhatsApp Business
      • Creating Your First WhatsApp Template
      • FAQ
    • SMS Integration
      • SMS Policies
      • Getting started with TFN
      • TFN verification process
      • Issues with TFN verification
      • SMS Length
  • 🧤Features
    • Conversations Inbox
      • Interactive Message Options for WhatsApp Conversations
    • Contacts
    • Marketing
    • Automations
      • Automated workflow for e-commerce businesses
        • Order Cancelled Template
        • Order Created Template
        • Cart Abandoned Template
        • FulFilment Created Template
      • Automated Workflow For Booking Related Events
        • Booking ConfirmedTemplate
        • Booking Rescheduled Template
        • Booking CanceledTemplate
      • Automated Workflow For Restaurant Table Reservations
        • Table Reservation Created Template
        • Table Reservation Canceled Template
      • Automated Workflow For Restaurant Order Events
        • Restaurant Order Accepted Template
        • Restaurant Order Fulfilled Template
        • Restaurant Order Cancelled Template
        • Pickup / Delivery Order Created Template
      • Automated Workflow For Consumer Signup
      • Automated Workflow For Forms
    • Templates
      • Creating Your First WhatsApp Template
      • Understand WhatsApp Template components
    • Users Management
    • WhatsApp Widget
  • 🛍️Integrations Guide
    • Pipedrive
      • Install the Mercuri in Pipedrive
      • Using Mercuri in Pipedrive
        • SMS & WhatsApp Inbox
        • Configuring SMS
        • Adding Agents to the Shared Inbox
        • SMS and WhatsApp Marketing
    • Microsoft Teams
      • Install the Mercuri App in Microsoft Teams
      • Configure Mercuri for Microsoft Teams
      • WhatsApp Onboarding
      • How to use Mercuri?
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  1. Features

Conversations Inbox

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

PreviousSMS LengthNextInteractive Message Options for WhatsApp Conversations

Last updated 1 month ago

Viewing and Managing Conversations

  1. Navigate to Conversations.

  2. Use the Active tab to see ongoing conversations.

  3. Switch to the Closed tab to review resolved interactions.

  4. Click on a conversation to view the message history.


Starting a New Conversation

  • For SMS:

    1. Open the inbox and click New Conversation.

    2. Search through contacts or enter the recipient’s phone number.

    3. Type a freeform message and click Send.

  • For WhatsApp:

    1. Open the inbox and click New Conversation.

    2. Search through contacts or enter the recipient’s phone number.

    3. Select a pre-approved WhatsApp template to initiate the conversation.

    4. Fill in the necessary template placeholders and click Send.


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.

🧤
Starting a New Conversation
Demo of how to start a conversation on Mercuri for both SMS and WhatsApp.