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📥 Inboxes & Channels

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📋 What are Inboxes?

• 💬 WhatsApp Business
• 📷 Instagram Direct
• 📘 Facebook Messenger
• 📧 Email (IMAP/SMTP)
• 🌐 Website Widget (website chat)
• 💬 Telegram
• 📱 SMS
• ☎️ Phone (via integration)

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➕ Add New Inbox

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Step by Step

1. In the sidebar, click “Settings” → “Inboxes”
2. Click ”+ Add Inbox”
3. Choose channel type
4. Follow specific instructions for each channel
5. Assign agents to the inbox
6. Done! Start receiving messages

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💬 WhatsApp

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Integration Options

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Configure WhatsApp (Evolution API)

1. Get API Key from your Evolution provider
2. In Chatwoot: “Add Inbox” → “WhatsApp”
3. Choose “Evolution API”
4. Fill in:
   • Inbox Name: e.g., “Sales WhatsApp”
   • API URL: Your Evolution server URL
   • API Key: Your authentication key
5. Scan QR Code with WhatsApp
6. Assign agents to inbox
7. Test by sending a message

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WhatsApp Features

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📷 Instagram Direct

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Connect Instagram

1. Add Inbox → “Instagram”
2. Click “Connect with Facebook”
3. Login to Facebook
4. Choose the Facebook Page connected to Instagram
5. Authorize permissions
6. Select Instagram account
7. Assign agents

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Instagram Features

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📘 Facebook Messenger

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Connect Facebook

1. Add Inbox → “Facebook Messenger”
2. Click “Connect with Facebook”
3. Login
4. Choose the Page you want to connect
5. Authorize permissions
6. Assign agents

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Facebook Features

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📧 Email (IMAP/SMTP)

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Configure Email

1. Add Inbox → “Email”
2. Fill in information:

• Server: imap.gmail.com (Gmail)
• Port: 993
• Email: [email protected]
• Password: Email password (or App Password)

• Server: smtp.gmail.com (Gmail)
• Port: 587
• Email: [email protected]
• Password: Email password

3. Test connection
4. Assign agents

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Common Providers

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🌐 Website Widget (Website Chat)

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Install Chat on Website

1. Add Inbox → “Website”
2. Give it a name: e.g., “Main Website Chat”
3. Configure appearance:
   • Primary Color: Your brand color
   • Welcome Message: “Hello! How can I help?”
   • Avatar: Company logo
4. Copy installation code:

<script>
(function(d,t) {
  var BASE_URL="https://chat.yourdomain.com";
  var g=d.createElement(t),s=d.getElementsByTagName(t)[0];
  g.src=BASE_URL+"/packs/js/sdk.js";
  g.defer = true;
  g.async = true;
  s.parentNode.insertBefore(g,s);
  g.onload=function(){
    window.chatwootSDK.run({
      websiteToken: 'YOUR_TOKEN_HERE',
      baseUrl: BASE_URL
    })
  }
})(document,"script");
</script>

5. Paste before </body> on your website
6. Reload site and test!

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💬 Telegram

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Create Telegram Bot

1. On Telegram, talk to @BotFather
2. Send /newbot
3. Choose name and username for bot
4. Copy the Token provided

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Connect to Chatwoot

1. Add Inbox → “Telegram”
2. Paste bot Token
3. Give inbox a name
4. Assign agents
5. Done! Messages to bot appear in Chatwoot

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📊 Inbox Metrics

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Available Metrics

• Total Conversations: How many conversations per channel
• Average Response Time: Per inbox
• Resolution Rate: % of resolved conversations
• Satisfaction (CSAT): Average rating per channel
• Peak Hours: When receives most messages

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💡 Tips and Best Practices

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Organization

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Performance

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Customer Experience

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🚀 Next Steps