Shared Inbox Overview

BotBee’s Shared Inbox centralizes customer messages from multiple channels into a single, organized dashboard, helping teams manage conversations, respond faster, and collaborate efficiently. Let’s take a look at the key features BotBee offers in its Shared Inbox and how they simplify customer communication.

How to Access the Shared Inbox:

• Log in to your BotBee account.
• Open the Dashboard.
• In the left-side menu, find Shared Inbox (just below Dashboard).
• Click on Shared Inbox to open it and view all conversations in one place.

This is the BotBee Shared Inbox interface.

• From here, you can manage all customer conversations in one place. Let’s explore each of these features one by one and understand how they help streamline communication and team collaboration.

Chat Actions:

• Bot Reply On: Pause the chatbot when you want to reply manually to customer messages.
• AI Reply On: Pause AI auto-replies so you can personally handle the conversation.
• Assigned Agent: View which agent the chat is assigned to and assign or reassign the conversation to any team member.
• Labels: Check if the contact already has a label. If not, you can instantly create and assign a new label for better organization.
• Message Sequence: See which sequence brought the user into the conversation, or schedule a new message sequence for future follow-ups.

• 24 Hour window:

Inside 24 hr window: If the customer is within the 24-hour window, you can chat freely then no Meta charges apply and no message credits are used.

Outside 24 hr window: If the customer is outside the 24-hour window, there are two scenarios:

Customer messages first:

The 24-hour window automatically reopens, and the conversation continues without any charges or credit usage.

You message the customer first:

You can only send a message template. This will be charged as per Meta fees and message credits will be deducted (usually 3–4 credits per message).

Plus (+) Icon Features:

• Send Flow or Message Template: Send any chatbot flow or approved message template directly to the customer from the chat.
• Canned Responses: Use quick replies for faster responses.
• You can also add images as canned responses (up to 5 images, 2MB per image).
• Simply type “/” in the chat to instantly access canned responses.
• File Attachment: Attach and send files (documents, images, etc.) directly to the customer within the conversation.

Follow Up Reminders:

• Use the clock icon to schedule reminders for future follow-ups.
• You can set reminders for 1 hour, 6 hours, 12 hours, 24 hours, or choose a custom date and time.
• When the scheduled time arrives, you’ll receive a notification on the dashboard so you never miss a follow-up with the customer.

Filter Chats: The filter option helps you organize and find conversations using multiple criteria:

• Labels: Shows only the customers who are assigned to the selected label.
• Sequence: Displays customers who entered the chat by clicking on that specific sequence message.
• Date Range: Filter conversations within a selected time period.
• Recent Reply: Sort chats based on the latest user activity.
• Bot Reply Status: Filter by whether bot replies are active or paused.
• Team Members: View conversations assigned to specific agents or team members.

Settings Icon:

• Filter Channel & Account: Filter chats based on the connected WhatsApp numbers and also by the different bots created on each number. This helps manage multiple bots and accounts from one shared inbox.
• Follow-Up Lists: View and manage all scheduled follow-up reminders in one place for easy tracking and timely responses.
• Add WhatsApp Subscriber: Manually add a contact to a specific bot by entering the customer’s name and phone number.

(Note: The phone number must include the country code but without the (+) sign. Example (India): 91XXXXXXXXXX).

With BotBee’s Shared Inbox, managing customer conversations becomes simpler, smarter, and more efficient everything your team needs, in one place.