Gallabox Docs
ChangelogHow To GuidesAPI DocsStatus pageVisit our websiteFeedback
Gallabox Docs
Gallabox Docs
  • Welcome to Gallabox Docs
  • 🆕Get Started
    • Pre-requisites
    • Signup
    • Explore Demo Account
    • Activate Free Trial
  • ✅Connect WhatsApp Channel
    • Connect your WhatsApp
    • Meta Business Verification
    • Apply for WhatsApp Blue Tick
    • Migrate to Gallabox
    • Messaging Limits & Quality Ratings
    • Gallabox Account Setup FAQs
  • 🈁CONVERSATIONS
    • Gallabox Conversations Glossary
    • Team Inbox
    • Initiate a New Chat
    • Compose Box
    • Inboxes
    • Manage Inbox
    • Views
    • Efficiently using inbox
    • Gallabox Conversations FAQs
  • 📘CONTACTS
    • Gallabox Contact Glossary
    • Add Contact
    • Contact Segments
    • Contact Management
    • Contact Updation
    • Contact Deletion
    • Export Contacts
    • Marketing Opt-In
      • Marketing opt-in on contact creation
      • Marketing opt-in Handling Methods
      • Marketing opt-out Management
  • 🤖BOTS
    • Gallabox Bot Glossary
    • Things to know before building your first bot
    • Bot Essentials
    • Bot in Gallabox
      • Create a Bot using AI
      • Create a Bot using Bot Templates
      • Create a Bot from Scratch
    • Flow in the Bot
      • AI Based Flow
      • CTWA Ad Based Flow
    • Send Card
      • Send Text
      • Send Media
      • Send Collection
      • Send Products
      • Send Voice
      • Send Template
      • Send Form
      • Send Location
      • Send Payments
    • Ask Questions
      • Ask Text
      • Ask Number
      • Ask Phone
      • Ask Email
      • Ask Date
      • Ask Location
      • Ask Address
      • Ask URL
      • Ask File
      • Ask Button Option
      • Ask List Option
      • Ask Keyword Option
      • Ask Collection List
      • Ask Form
      • Ask Payments
    • Bot Utilities
      • Send Button Option
      • Send List Option
      • Delay
      • Condition
      • Set Variable
      • Jump to
      • Switch
      • AI node - GPT Dialog
      • AI node - GPT Knowledge Base
      • Working hours
      • Hint
      • Wait for order
    • Bot Actions
      • Assign Conversation
      • Unassign Conversations
      • Resolve Conversations
      • Update Conversation Fields
      • Update Contact Fields
      • Update Company Fields
      • Push to Sequence
      • Add Note & Mention
      • Conversion Events
    • Bot Connectors
      • Connect your system with the WhatsApp chat bot using API
      • Connect WhatsApp and Google Sheets to Collect Responses
      • Send payment links via WhatsApp chatbot using Razorpay integration
      • Send your WhatsApp data to Zoho CRM using Chatbot
      • Connect Shopify and WhatsApp to collect orders using chatbot
      • Send your WhatsApp data to HubSpot using Chatbot
      • Send your WhatsApp data to Zoho Bigin using Chatbot
      • Send your WhatsApp data to Leadsquared using Chatbot
      • Send your WhatsApp data to WooCommerce using Chatbot
      • Connect ChatGPT with WhatsApp in Gallabox Chatbot
      • Zoom WhatsApp Integration - How to enable webinar registration on WhatsApp
      • Send your WhatsApp data to Sangam CRM using Chatbot
      • Send payment links via WhatsApp chatbot using PhonePe
      • Send Payment links via WhatsApp Chatbot using Stripe
      • Enhance Chatbot with ElevenLabs AI Voice Synthesis
      • Send your WhatsApp data to Pipedrive CRM using Chatbot
      • Send your WhatsApp data to PetPooja using Chatbot
    • Set up Default Bot
    • Bot Management
    • Gallabox Bot FAQs
  • 🔊BROADCAST
    • Gallabox Broadcast
    • Select Template
    • Select Audience
    • Review and Send Broadcast
    • Broadcast Analytics and Report
    • Gallabox Broadcast FAQs
  • 🔢WHATSAPP DRIP CAMPAIGNS
    • Understanding Drip Marketing
    • Basics of Drip Campaign
    • Create New Drip Campaign
    • Drip Campaign Setup
    • Drip Campaign Message Management
    • Campaign Management Options
    • Drip Campaign Analytics
    • Gallabox WhatsApp Drip Marketing FAQs
  • 📈AD CAMPAIGNS
    • CTWA in Gallabox
    • Create your Campaign
    • Click To WhatsApp Analytics
    • CAPI Integration
    • Gallabox CTWA FAQs
  • 🛒WHATSAPP SHOP
    • Gallabox WhatsApp Shop Overview
    • Connect the Catalog with Meta
    • Connect Catalog with Gallabox
    • WhatsApp Order Summary
    • Gallabox WhatsApp Shop FAQs
  • 🪙PAYMENTS
    • Gallabox Native Payments Overview
    • Establish Connection
    • Sending Payment Links
    • Tracking Payments
    • Gallabox Native Payment FAQs
  • 🔃WhatsApp Forms
    • Gallabox WhatsApp Forms Overview
    • Create WhatsApp Forms
      • Create WhatsApp Forms in Gallabox
      • Create WhatsApp Forms with Template Builder
      • Create WhatsApp Forms using JSON
    • Sending a WhatsApp Form
      • Send WhatsApp Form in a Message Template
      • Send WhatsApp Form in a Bot
    • Receiving Response of WhatsApp Forms
    • Best Practices for WhatsApp Forms
    • Gallabox WhatsApp Forms FAQS
  • ℹ️WHATSAPP CHANNEL
    • Channel Settings
    • Manage your Connections
    • Widget for your website
    • Configuration Message Settings
    • WhatsApp Magic Link
    • Block List
    • User Mapping
    • Assignments Rules
    • Compliance Info
    • Account Profile Info
    • WhatsApp Channel FAQs
    • WhatsApp Business API Errors
  • 🚧INTEGRATION
    • E-commerce Platforms
      • Shopify
        • Shopify Template Variables for WhatsApp Messages
        • Workflows for Shopify
      • WooCommerce
        • Workflows for WooCommerce
      • WooCommerce Cart Abandonment Recovery
      • Shopflo
    • Customer Relationship Management (CRM) Systems
      • HubSpot
        • Workflows for HubSpot
      • Kylas
        • Workflows for Kylas
      • Zoho CRM & Signals
        • Workflows for Zoho
      • Leadsquared
        • Workflows for LeadSquared
      • Sangam
      • Pipedrive
      • Odoo
    • Shipping and Logistics
      • ShipRocket
        • Workflows for ShipRocket
      • Shipway
        • Workflows for Shipway
    • Payment Gateways
      • Cashfree
        • Workflows for Cashfree
      • Razorpay
        • Workflows for Razorpay
      • Stripe
        • Stripe Workflows
    • Marketing and Engagement Platforms
      • WebEngage
        • WebEngage WhatsApp Campaigns
      • MoEngage
      • Facebook Leads
        • Send Automated Messages on WhatsApp to Facebook Leads
        • Send Sequence of Messages to Facebook Leads
      • CleverTap
      • Fyno
    • Other Integrations
      • Generic Webhooks
      • Google Sheets
      • Pabbly
      • Zapier
      • Zoho Books
        • Zoho Books Notifications
        • Workflow for Zoho Books
      • Calendly
        • Workflows for Calendly
      • Miitel
    • Gallabox Integration FAQs
  • ⚙️ACCOUNT MANAGEMENT
    • Account Essentials
    • User Details
    • User, Teams, and Roles
    • Account Details
  • 💰Pricing & Billing Modules
    • Conversation Pricing
    • New Per-Message Pricing — Effective July 1, 2025
    • Message Credits
    • Billing & Subscriptions
    • FAQs
  • 🚾Web-Chat Channel
    • Web-Chat Channel
  • 🧰Basic Modules
    • WhatsApp Templates
      • Template Creation and Editing
      • Re-write with AI
      • Custom Marketing and Utility Templates
      • Product Marketing Templates
      • Authentication Templates
      • Limited-Time Offer Templates
      • Order Details Template
      • Coupon Code WhatsApp Template
      • Carousel Template
      • WhatsApp template URL tracking
      • FAQs - WhatsApp Template Messages
    • Contact Fields
    • Conversation Fields
    • Tags
    • Message Tracker
    • Canned Responses
  • 🔒Account Security Features
    • Allowed IPs
    • Activity Log
    • Two Factor Authentication
  • 👨‍💻DEVELOPER RESOURCES
    • API Key and Secret
    • API Docs
    • Webhook
    • Conversation Widget
  • 📊REPORTS & ANALYTICS
    • Dashboard
    • WhatsApp Failed Messages
    • WhatsApp Notification Messages
    • Conversation Report
  • Privacy and Security
    • Data Security and Infra
    • Subprocessors
    • Data Processing Agreement
  • 👾EXTRAS
    • WhatsApp Business API - Unsupported Messages
    • Understanding Message Delivery Issues on WhatsApp
    • WhatsApp’s New Per-user Messaging Limits
  • Frequently Asked Questions
Powered by GitBook
On this page
  • User Assignment
  • Follow-up Reminders
  • Conversation Window Session
  • Conversation Tags
  • Block the Contact
  • Unblock the Contact
  • Resolve Chat
  • Bulk Action on Chats
  1. CONVERSATIONS

Manage Inbox

Easily manage user assignments with Gallabox. Set reminders, track session windows, and organize conversations with tags. Block and unblock contacts with a simple click.

PreviousInboxesNextViews

Last updated 2 months ago

User Assignment

User assignment is crucial for a smoothly functioning shared inbox, facilitating teamwork and improving efficiency by distributing tasks effectively. With Gallabox, you have the flexibility to assign chats to Gallabox Users, Team, or to a Bot created within the system.

Conversations assigned to a team but not yet to an agent will appear in the unassigned tab, where agents can manually assign to themselves. In the shared team inbox header, the assignment dropdown will show all teams, users, and bots eligible under their plan, provided they have at least one team in their account.

Users with the “Can view and manage all of their teams' conversations” permission can view their team conversations, while those with the “Can view and manage all conversations” permission can access all conversations across all teams, provided they have access to the relevant channel.

Assign a Conversation to a Team:

If teams are selected in the assignment rules drop-down, we will filter and display the teams mapped to the channel. For old teams without a channel ID, we will display all teams. Since old teams lack a mapped channel, we will assign conversations to the team and use the default round-robin method. Users with access to that channel can view and manage the conversation; otherwise, it will be marked as unassigned.

Assign a Conversation to a Bot:

The assignment rules should function as usual. For new bots or when editing an existing flow, all teams should be displayed in the drop-down when "assigned to team" is selected for both actions and the assignment node.

Note:

  1. If the bot is running in channel 1 and team A (used for assignment) has all its users mapped to channel 2, all conversations will be moved to unassigned.

  2. If the bot is running in channel 1 with team A assigned, and team A is mapped to channel 2, all conversations will also be moved to unassigned.

  3. You can assign conversations to either a team or an individual user. If a conversation is assigned to a team, the team will use round-robin approach to distribute the conversation to an agent or leave it unassigned, depending on the chose method of assignment.

  4. If assigned to a bot, the bot will engage with the user. For user assignments, an empty team icon will be displayed next to the assignment dropdown, allowing the agent to map the conversation to their team if needed.

Remove Team assignment

If you want to remove Team Assignment, click on the Team icon and select remove team option.

Follow-up Reminders

Prefer a visual explanation? Watch the video below.

Prefer a written explanation? Read the text below.

Add the reminder to follow-up for a conversation. The reminder will alert agents within the contact conversation as a private note. You have and type of reminders.

Setting a reminder for a conversation will ensure that it is prioritized and appears at the top of the assigned conversations list at the designated time.

Conversation Window Session

This displays the timer for WhatsApp's

You can also track the 24 hour session window for the contacts assigned you by monitoring the the ring around their contact thumbnail.

Conversation Tags

Prefer a visual explanation? Watch the video below.

Prefer a written explanation? Read the text below.

Conversation tags are labels you can assign to chats helping you categorize and organize based on specific criteria, topics, or statuses. This makes it easier to search for, track, and manage conversations, enhancing overall communication efficiency.

You can either create a Tag before assigning it to a chat or you can type and click on Create Tag option to create & assign Tags withing seconds.

Let's see how you can do that in the below GIF:

When a tag is added to a chat, it stays linked to that specific version of the chat. If that chat is later marked as resolved and then reopened, Gallabox treats it as a new chat. That means it gets a new ID, and any tags from the original chat would not carry over automatically.

Block the Contact

Unblock the Contact

Resolve Chat

This enables the chat to be resolved once appropriate support has been provided to customers.

If there is a follow-up set for a conversation and it is resolved, users will be prompted to choose one of the following options:

  1. Clear follow-up and resolve

  2. Remind the follow-up at the set time

If the "Clear follow-up and resolve" option is selected, the follow-up will be cleared, and the conversation will be resolved as usual.

If the "Remind when it's time" option is selected, a private note of the follow-up, along with a mention of the person who configured the follow-up, will be added to the conversation and it will automatically be unresolved and assigned back to you.

Bulk Action on Chats

To bulk unassign all the chats or assign to a specific Gallabox user or a Bot, go to Table view. Select the chats you would like to assign to a user or a Bot.

Click on the three dots on the right side of the chat to view the Block action you can perform.

Once you Block the contact, you cannot send or receive messages. If you want to send a message to a Blocked contact, them and then send message.

Click on the three dots on the right side of the chat to view the Unblock action you can perform or you can click on Unblock Button at the bottom of the Chat section as shown in the GIF below:

🈁
unblock