Digital channels: hours, auto-reply, templates, images and the public contact page

Each conversation channel (WhatsApp, SMS, website chat, email, social) can have its own rules. Everything here is data: without a policy, the channel follows your business hours and nothing is sent automatically.

Each conversation channel (WhatsApp, SMS, website chat, email, social) can have its own rules. Everything here is data: without a policy, the channel follows your business hours and nothing is sent automatically.

Hours per channel In Settings > Integrations > Digital channels, create a policy for a channel (or for one platform inside it). Choose Business hours (the same calendar as the SLA), 24/7, or Custom hours with your own week and time zone. The policy shows whether the channel is open right now and when it opens next.

Outside hours - Off-hours queue: conversations that arrive while the channel is closed go to that queue (only new conversations, or ones still in the default queue; manual triage is never undone). - Auto-reply: the message is sent once per conversation per closed period. On WhatsApp and SMS it goes out through your connected number; on website chat it appears as a bot message. Email already has its own auto-reply rules. Variables: {{org_name}}, {{requester_name}}. - If your website chat has the AI chatbot enabled, it will keep answering; you probably do not need an off-hours message there.

Message templates by channel Create ready texts per channel (SMS, chat, WhatsApp, email, social) with {{requester_name}}, {{agent_name}} and {{org_name}}. In the inbox, the Templates button lists the templates of the conversation's channel, your language first, and inserts the rendered text. If the text is longer than the channel accepts, the inbox tells you before inserting. WhatsApp templates approved by the provider are a different thing: they live in the WhatsApp card and are required outside the 24 h window.

Sending images from the inbox When the conversation's channel can send media (WhatsApp through the official API or the phone provider), an image button appears next to the text box. The file is uploaded first, then sent with your draft as the caption. Only images for now: documents, audio and video are refused with a clear message because the sender does not build them yet.

Who is this? A conversation without a contact shows suggestions: contacts or leads with the same phone (last 8 digits) or the same email. Linking is a click. A conversation with a contact lists that person's other conversations across channels, including the ones that match by phone or email but are not linked yet.

Transcript Copy the conversation as text, attach it to the case that came from it (or to the contact), or email it to the customer in their language. If file storage is not configured, the inbox says so instead of pretending.

Transfer with context Pick a person, add a note, and transfer. The new owner is notified with the customer's last message, how long they have been waiting and your note. Transferring to yourself does not notify.

Public contact page Every workspace has /channels/<workspace id> (copy the link from Settings > Integrations). It lists only channels that are connected AND published in a policy, with a label, whether it is open now, its hours and the expected response time. The chat button opens the same widget you embed on your site.

Channel analytics Inbox > Channel analytics shows, per channel and period: conversations, messages in and out, answered, first response (median and p90, and how many within the channel target), abandoned, average duration and bot-only chats; plus what is happening right now (open, awaiting reply, unassigned, longest wait, load per person). Definitions are printed under the table. Email counts volume only.

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