Guides/Team inbox

You want to know conversations per day, the fastest agent, which answers get repeated, and how to route chats to teams automatically.

Reports, canned responses, macros, and automation rules are already built into every tenant's team inbox, the Reports and Settings menus. This guide shows where. 2 min read

All of this ships with the WACO team inbox; nothing to enable, nothing extra to pay. You just need to know the menu.

Reports (Reports menu)

Overview: incoming, replied, and resolved conversations per day; agents online.
Conversations / Agents / Inboxes / Labels / Teams: conversation counts, first response time, resolution time per agent / channel / label. Filter by date, download CSV.
CSAT: satisfaction scores when the post-chat survey is on (Settings → Inboxes → CSAT). For WhatsApp, WACO also offers the Feedback menu in the portal.

Canned responses (Settings → Canned Responses)

Save frequently used answers under a short code, then type /code in the reply box. Unlike WACO commands such as /harga or /bayar, which go in a private note: a canned response fills in your reply text, a WACO command sends a card, form, or catalog to the customer.

Macros (Settings → Macros)

One button for several actions: add a label, assign to a team, send a message, resolve. Ideal for a standard wrap-up.

Automation rules (Settings → Automation)

If-this-then-that without code: new conversation from a given inbox → assign to a team; message contains "refund" → label refund + high priority; no reply for 24 hours → resolve. Rules run on the inbox side, so they apply to every channel at once.

The Reports and Settings menus are visible only to users with the Administrator role in the team inbox. Regular agents can still use canned responses and macros.

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Still stuck after following this guide? Contact us from the dashboard, attach a screenshot if you have one, it speeds everything up.