Gallabox Conversations FAQs

Discover answers and solutions to common issues with conversation access, management, and functionality in our FAQs. Get insights for using this feature effectively.

Welcome to the FAQs for the Conversation Feature. Here, we provide answers and solutions to common issues related to conversation access, management, and functionality. Browse through to find helpful insights for effectively using this feature.

I am not able to see the user in the assignment list.

Check to see if the user is listed under the users list. If the user has not been added, add the user. If you have added the user already, make sure they have accepted the invite.

I am not able to resolve a conversation.

You can resolve the conversation only if it is assigned in your name.

Why cannot I see this conversation and I am getting an error message that I do not have access?

1. Please check if the chat/conversation is assigned in your name. 2. Please check your user & role access, if it is "member" the user can only view chats which are assigned to them. Note: If the user is mapped to a member access then the user can see only those chats which are assigned to them.

Where I can see the conversation of all my team members?

Please check whether your roles and responsibilities are mapped as admin or owner.

• In the conversation page, on the left hand menu you will have a tab name called OPEN where you can see all your team members conversations.

• The open conversations are listed based on the recent conversations of Gallabox user with the customers.

Why are all conversations assigned under one Agent?

• Check the API details of the automated template messages to see if only that agent's name is mentioned. If yes, please change the type to "notification".

• Check whether while using google sheet broadcasting you have mentioned assignee as that agent.

• Check under bot actions whether you have assigned the action under that agent's name.

We have integrated our platform and sending automated template messages, but we are not able to see the messages in the conversation list. How can I know if it has been delivered or not?

1. There are two options under the analytics tab- Notifications and Failed messages.

1. Under notification messages, you will be able to see all the delivered messages along with read status. Under failed message tab, you will see all the failed messages along with the reasons.

Note:- Please note that the analytics can be viewed only by the users who are mapped as "admin" or "owner."

How contact search works in Team Inbox?

When you search for a contact number in Team Inbox, you will see all recent conversations that customer has had across all your channels, regardless of the conversation status (open, unassigned, or resolved).

When searching for specific messages, the channel color will now be displayed, making it easier to identify where the message originated from. Additionally, for resolved conversations, the "Reopen" button will be available as a secondary option, allowing you to easily resume the conversation if needed.

Why aren't I receiving notifications for WhatsApp messages from customers?

Below are the possible reasons why this might be happening:

1. You haven't enabled Push Notification in Gallabox.

2. Your browser settings have notifications disabled for this website.

3. Your system notifications are turned off for the browser.

How are failed messages handled?

If by any chance while sending a Message to your customer, it fails we will update you the reason why this might have happened. You can correct as per the solution provided by us and try re-sending the WhatsApp Message.

You can view all the errors you might encounter while sending WhatsApp message here.

What is the average message delivery success rate?

After META rolled out Frequency capping update, protecting WhatsApp users from spam messages, ensuring that users receive a limited number of promotional messages on WhatsApp from businesses over a defined time (not disclosed by META), it is recommended to send only a handful of WhatsApp Marketing Messages to your customers.

Until you are not spamming your customers either by sending a ton of Utility or Marketing Messages, your message delivery rate will be high. You can monitor the status of you Messages under Analytics.

What if I'm assigned a conversation and I don’t have access to their team?

A pop-up will inform them that they are assigning the conversation to a user outside their team. If they proceed, the assignment will go through. The user (not part of the team) will be able to view the conversations, but the team will remain the same.

For example, if Rajesh from the QA team is assigned to Vikas from the Engineering team, the assignment will show: Team: QA, User: Vikas.

What to do if I am mentioned in a different team that I do not have access to?

We will display your name in mentions only if you have access to the channel.

Why am I not able to create tags.

Check with your Team Admin if the option to manage tags is disabled for your role. If that is the case, you will not be able to create tags in conversation and contacts module but will be able to use the existing tags.