Reply from the inbox
You answer a customer from Fufa, and your reply goes out on the channel they wrote from, whether that’s WhatsApp, live chat, Instagram, email or Telegram. The conversation stays in the inbox until you snooze or close it.
Before you start
Section titled “Before you start”- At least one connected channel, such as WhatsApp or live chat.
- Access to the inbox the conversation is in. Your role and inbox access are set in Invite your team.
Find the conversation
Section titled “Find the conversation”- Open Inbox. Your inboxes and saved views are in the left panel.
- The list shows Open conversations. Switch to Snoozed or Closed to see the others, and use Sort by for Latest, Oldest or Priority.
- Select a conversation. To skim it first, use Preview AI summary in the list. Fufa writes the summary as the conversation progresses.
- In the composer at the bottom, make sure Reply is selected.
- Type your message. Attach files, add emoji, or type
/to insert a canned response or a WhatsApp template. - Select Send. To send it later, choose Schedule send instead, or Save as draft to finish it later.
To talk to your team without the customer seeing it, switch to Note. Notes are visible only to your team and are never sent to the contact.
Take over from the AI agent
Section titled “Take over from the AI agent”If an AI agent is handling the conversation, the header says someone else is handling it. Select Take over, then Take over for 30 minutes or Take over forever, and reply yourself. Select Hand back when the agent can continue.
Snooze or close it
Section titled “Snooze or close it”From the conversation header:
- Snooze hides the conversation until Later today, Tomorrow, Monday, One week, One month, or a Custom time. It reopens when the time comes or when the customer writes again.
- Close marks it done. Reopen brings it back.
- Add tag, Mark as unread, Report spam and Move to trash are also in the header.
To act on many conversations at once, select them in the list and use the bar that appears: Close, Add tag, Assign, Reopen and more.
Common questions
Section titled “Common questions”Why does the composer ask me to choose a template?
Section titled “Why does the composer ask me to choose a template?”On WhatsApp you can only send a free-form message within 24 hours of the customer’s last message. After that, select Choose template and send an approved WhatsApp template. When the customer replies, you can write freely again.
How do I create canned responses?
Section titled “How do I create canned responses?”Go to Settings → Templates → Canned responses and add the replies your team sends often. In any conversation, type / and start typing the name to insert one.
Can my team see who is replying?
Section titled “Can my team see who is replying?”Yes. Assigned conversations show who owns them. Assign a conversation from the header or with Assign in the bulk actions bar. Turn on Auto-assignment in an inbox’s settings to spread new conversations across available teammates.
Does the customer see my notes?
Section titled “Does the customer see my notes?”No. Notes are visible only to your team and are never sent to the contact.