Working Customer Conversations in a Shared Team Inbox
Operational guide for sales agents handling daily customer messages across WhatsApp, Facebook Messenger, and Instagram Direct in the Smart Business 360 Leads Inbox.
Opening the Inbox Views
Click on Leads Inbox in the sidebar and choose an appropriate working view:
- Inbox (All channels): Consolidates all social channels into one inbox. Best suited for a single agent managing all incoming queries.
- Single Channel Views (WhatsApp / Messenger / Instagram): Displays one channel at a time. Ideal when sales agents are divided into specialized channel teams.
- Dashboard View: Volume, response rates, and activity summary (does not list individual message threads).
Conversation threads are listed in reverse-chronological order. Unread threads feature a high-contrast count badge.
Reading a Thread Header
The header bar of an active conversation thread displays essential CRM context:
| Header Element | Meaning & Data Source |
|---|---|
| Contact name or handle | As supplied by the originating messaging channel |
| Linked lead | The CRM lead record attached to this thread, if any |
| Linked customer | The permanent customer master record, if linked |
| Resolution status | Open, Pending, Resolved, Archived, or Lead Linked |
| Label | Triage category tag (e.g. Hot Lead, Follow-up, Support) |
| Messaging window | Indicates whether free-form reply is currently open or closed |
Meta 24-Hour Messaging Window Rules
Meta enforces strict customer messaging window policies. Free-form replies are permitted only within a short period after the customer's last inbound message:
| Channel | 24-Hour Messaging Window Rule | Window Extension Policy |
|---|---|---|
| 24-hour customer service window; resets with each inbound customer message | None — Requires pre-approved WhatsApp message template | |
| Messenger | 24-hour standard messaging window; resets on each customer reply | Up to 7 days for genuine manual human agent replies |
| 24-hour messaging window | Narrower extension rules than Messenger; do not rely on extensions |
Window Operational Statuses:
- Window Open: Agents can compose and send free-form custom messages normally.
- Window Closed: Free-form text is rejected by Meta. Agents must select and send an Approved WhatsApp Template. (Template registration & approval takes up to 24 hours).
Replying & Downloading Media
1. Replying to a Thread (3 Steps):
2. Downloading Inbound Media & Expiration Warnings:
Attachments (payment proofs, CNIC scans, site documents) can be downloaded directly from WhatsApp and Messenger threads.
Crucial Expiration Warning: Channel media CDN URLs expire after a short period. Save payment receipts and identity documents locally upon receipt; links will not be accessible in future months!
Thread Labels & Resolution Status
1. Thread Triage Labels
| Label Tag | Typical Operational Use |
|---|---|
| General | Default tag; standard incoming query |
| Hot Lead | High purchase intent; prioritize immediate response |
| Follow-up | Awaiting scheduled contact or customer reply |
| Support | Service request (keeps thread out of sales conversion reporting) |
| Collections | Payment recovery or installment follow-up conversation |
| Escalated | Requires manager attention or supervisor intervention |
2. Setting Resolution Status
| Status | When to Set |
|---|---|
| Open | The conversation is live and requires agent response. |
| Pending | Waiting on customer response or internal department action. |
| Resolved | Conversation inquiry is successfully concluded. |
| Archived | Removes thread completely from active working queues. |
| Lead Linked | Set automatically by system when thread is converted or linked to a lead. |
Internal Notes & Follow-Up Tasks
1. Adding Internal Notes (3 Steps):
Notes capture internal context not visible to the customer (promised pricing, call notes, caveats):
- Open the conversation thread.
- Click Add note.
- Type note text and press Save. (Note: Thread must be linked to a lead for notes to follow the lead through the pipeline).
2. Creating a Follow-up Task:
- Open the conversation thread.
- Select Create follow-up task.
- Set due date and priority (Low, Medium, High, Urgent).
- Save. Task Syncs automatically to agent's CRM task list.
Working the Queue Well (Best Practices)
| Best Practice | Operational Benefit & Rationale |
|---|---|
| Clear unread within messaging window | Preserves free-form reply rights without paying for templates |
| Prioritise Instagram over Messenger | Instagram messaging window is less forgiving than Messenger |
| Label at first read, not later | Ensures accurate triage reporting and team routing |
| Link to a lead as soon as intent is clear | Internal notes and CRM follow-up tasks require a linked lead |
| Set a next action before closing thread | Prevents pipeline lead leakage |
Managing Notifications
Use Mark as read for individual items or Mark all as read to clear the notification queue.
Note: Clearing notifications does not alter the resolution status of a thread (a thread remains Open until explicitly resolved).