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Manage Inbox

Easily manage conversations with user assignments, reminders, session timers, and smart organization tools like tags. You can also block/unblock users and resolve chats in just a click.

User Assignment​

A shared inbox functions best when conversations are smartly distributed. Mark360.ai allows you to:

  • Assign conversations to Users, Teams, or Bots
  • Use Round-Robin assignment for Teams
  • Let a Bot handle conversations automatically

Assignment Rules​

  • Unassigned Chats: New chats or bot-triggered chats without an assigned agent appear in the Unassigned Inbox.
  • Team Assignment: Conversations can be auto-distributed or manually picked by team members.
  • Bot Assignment: You can configure a Bot Flow and assign chats to bots directly during setup or via automation.

Permissions:

  • Agents with "View and manage all of their team's conversations" see only team chats.
  • Admins with "View and manage all conversations" see everything.

Remove Team Assignment​

To unassign a chat from a team:
Click the team icon beside the assignment dropdown > Select Remove Team.

Follow-Up Reminders​

Set reminders to follow up with customers at a specific time.

  • Choose from Predefined or Custom reminders
  • Reminders appear as internal notes and bring chats to the top when due

24-Hour Session Window​

Each WhatsApp conversation window lasts 24 hours from the customer's last message.

  • A visible timer ring around the contact photo helps track expiry
  • Messages outside this window require WhatsApp Templates

Conversation Tags​

Tags help organize conversations for better tracking and segmentation.

  • Add Tags manually or create new ones on the fly
  • If a resolved chat reopens, it becomes a new conversation with a new ID (tags are not carried over)

Block/Unblock Contacts​

  • Block Contact: Go to the 3-dot menu in the chat to block a user. You won't be able to send or receive messages from blocked contacts.
  • Unblock Contact: Use the same 3-dot menu or click Unblock at the bottom of the chat window.

Resolve Conversations​

  • Once a customer's issue is resolved, mark the chat as Resolved

  • If a Follow-Up is active, you’ll be prompted to:

    • Clear Follow-Up & Resolve
    • Remind at Set Time (Chat will reopen and assign back to you automatically)

Bulk Actions (Table View)​

Easily manage multiple chats with bulk actions.

  • Bulk assign to a User or Bot
  • Bulk unassign from any user or team

Access Table View to activate bulk chat actions.