Follow these steps to set up your WhatsApp inbox:

1. Access Settings

In the system, click on “Inboxes” .

Then, click on the gear icon (Settings).

2. Configure Basic Options

• Inbox Name : Keep the name you set or edit it if needed.

• 

 

• Enable Channel Greeting :
  This feature sends an automatic welcome message to the customer.
  Enable it if you want to use a standard message like:
  “Hello, welcome to (company name).”
  Disable it if you don’t want customers to receive this message.

 

3. Configure the Equipment Menu

• Enable Team Menu : Activate so that customers can choose options such as:
  1 para Comercial
2 para Finanzas
3 para Administración

• Customize Menu Message : If previously set, keep it disabled.

4. Define the Time for Automatic Redirection

• Chatbot State Conversation Timeout :
  Choose an interval between 5 and 60 minutes to automatically redirect the customer to the first team if they don’t select an option.
  For example: If they don’t respond within 5 minutes, they’ll be redirected to the Sales team.

Note:
If you set this to 0 minutes, the client will not be automatically redirected and will need to be assigned manually.

5. Configure the Resolution Message

• Enable Channel Resolution Message :
  Send a thank you or automatic closing message when the agent ends the conversation.
  If you don’t want to send anything, keep this disabled.

 

6. Enable the Satisfaction Survey (CESAT)

• CESAT : Activate to automatically send a satisfaction survey at the end of the conversation.
  This helps monitor your team’s performance.

After configuring, click “Update” and a confirmation message will appear.

7. Assign Agents and Managers

 

Go to the “Collaborators” section .

• Select the agents who will have access to this inbox.
  Unassigned agents will not be able to receive messages from this inbox.

Click “Update Agents” and “Update Managers” to save.

• Automatic Distribution :
  Leave this disabled if the team menu is enabled, as the assignment will be based on the chosen team.

• Fixed Agent Assignment :
  Activate to assign specific clients to fixed agents. This way, those clients will always be directed to the same agent.

8. Define the Hours of Operation

Go to the “Business Hours” section .

• Activate the “Allow Commercial Availability” option .

Configure:

• After-hours message :
  Example: “Hello, our business hours are Monday to Friday, 9am to 6pm.”

• Time Zone : Select GMT-3 (Brasilia) .

• Days and hours of attention .

Click “Update Business Hours Settings . ”

10. Finish Setup

Once all the settings are complete, click “Update” .

Return to the previous menu to continue connecting to WhatsApp, which will be explained in the next step.