Inbox

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

1. 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.

2. Starting a New Conversation

   • For SMS:

     1. Open the inbox and click New Conversation.

     2. 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. 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.

3. 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.