📖 Inbox Glossary – Wabo.ai

Welcome to the Wabo.ai Inbox Glossary, your guide to understanding the essential terms, actions, and features you'll encounter while managing WhatsApp conversations in the Inbox Module. Whether you’re a support agent, sales rep, or admin, this glossary will help you navigate Wabo’s live chat environment with ease.

💬 Conversation

A Conversation refers to the ongoing message thread between a contact and your business. Conversations are displayed chronologically in the Inbox and can be managed by agents or bots.

📥 Inbox

The Inbox is the real-time chat interface where agents handle conversations transferred from the bot. It’s your central hub for:

Live interactions
Chat assignment
Contact details
Quick replies and labels

🧠 Bot-to-Agent Handoff

When the bot detects that a user needs human support (based on buttons in a chatbot), it triggers a handoff, routing the chat to the Inbox for an agent to handle.

👥 Assigned / Unassigned Chats

Assigned Chats are conversations actively owned by an agent.
Unassigned Chats are new or open chats without any agent ownership.
Admins and users with permission can manually or automatically assign these.

❗ Unattended Chat

An Unattended Chat is a conversation that has been assigned to an agent but has not received any reply from the agent within a defined time window.

🔄 Reassign Conversation

Allows you to transfer a chat from one agent to another for better handling or escalation.

🏷️ Labels

Labels help categorize and organize conversations (e.g., "lead", "follow-up", "payment pending").
They can be:

Manually assigned
Bulk applied
Used for filtering and reporting

📝 Private Notes

Private Notes are internal messages only visible to your team.
They help agents collaborate or leave important context before transferring or following up on a conversation.

✅ Chat Status

Each conversation can be marked with a status to indicate its progress:

Open
In Progress
Resolved
These help teams track where each chat stands.

🔍 Search & Filters

Wabo.ai provides tools to:

Search for a conversation by contact name, number, or keyword
Filter chats by labels, statuses, assignees, or time windows
This improves visibility and speed in high-volume environments.

🕐 Inactivity Timeout

Wabo.ai allows you to define inactivity timeouts to flag idle chats or auto-close conversations after a specific period of no user activity.

⚡ Quick Replies

Pre-written message templates that agents can use to reply faster.

Can be created and edited by admins
Saves time and ensures consistent communication