Unified Inbox¶
Every conversation with a customer, on every channel, in one thread per person. Open Customers → Inbox.
Channels that appear here: WhatsApp, WhatsApp Cloud, Facebook Messenger, Instagram, TikTok, Telegram, LinkedIn, Shopify Inbox and email. SMS is excluded — it remains a sending channel for campaigns and automations.
WhatsApp and WhatsApp Cloud conversations can be filtered together as one WhatsApp group, or separately.
Working a conversation¶
- Assign it to an agent, or take it yourself
- Open or close it as the work progresses
- Add a comment — an internal note the customer never sees
- Tag the customer, which also drives campaign targeting
- Insert a quick reply instead of retyping a common answer
- View the customer's profile, purchases and segments beside the thread
AI inbox assistant¶
Two optional features, both configured under Settings:
AI conversation insights — shows each conversation's customer intent, sentiment and a suggested next step. Your team analyses a conversation on demand; nothing is sent automatically.
AI reply suggestions — shows three suggested replies beside the message box. Your team always chooses what to send, and can edit before sending.
Note
The assistant never sends a message by itself. If you want automatic replies, build a bot flow and give it a handoff node.
Handoff from a bot¶
A bot flow that reaches a Handoff node drops the conversation into this inbox and assigns it, so a person can take over mid-conversation with the full history visible.
Install Shrinkit on your store¶
Shrinkit works with Salla, Zid and Shopify. Install the app on your store and your orders, carts, products and customers appear in the dashboard automatically — no coding, no data import.
Install on SallaNot on any of those platforms yet? Talk to us on WhatsApp.