Guides for better customer conversations.

How to organise customer messages in one unified inbox

• A unified inbox is most useful when it reduces decisions, not only when it collects messages. Start by connecting the channels where customers already contact your business, then make sure every conversation has a clear owner and status.
• Use the contact panel to keep names, tags, notes, and source details close to the conversation. Mark a conversation open when it needs attention, waiting when your team has replied, and due when it needs a follow-up. This gives the next person enough context to continue without asking the customer to repeat themselves.
• Review the inbox at the start and end of each day. The goal is simple: no new enquiry is missed, no waiting reply is forgotten, and no customer has to navigate between disconnected tools.

How to set up a useful WhatsApp auto reply

• Begin with the questions your team answers most often, such as price, opening hours, location, availability, or booking steps. Keep each trigger focused and write the answer in the same language and tone your team normally uses.
• For exact, repeatable questions, use a keyword automation. Add a few natural variations, such as price and how much, then write one concise response. Use AI auto reply when the answer needs business context and a more flexible understanding of the customer’s wording.
• Test from a real connected WhatsApp account before making the workflow part of your everyday process. Check that the message is useful, that the conversation stays in the same thread, and that a person can take over when the question is outside the workflow.

How to write a better AI system prompt for customer support

• Explain what the business does, who it serves, and what customers can ask about. Add products or services, current prices, opening hours, locations, booking instructions, payment rules, and any information the assistant must never invent.
• Set a reply style that matches your team. For example, ask for short paragraphs, a warm but direct tone, and one helpful question when the customer’s request is unclear. Tell the assistant when to hand the conversation to a person rather than guessing.
• Keep the prompt maintained like a working document. Update it when prices, policies, or service details change, then send a few test questions through a connected channel to confirm the answers remain accurate.

A simple follow-up routine for busy teams

• Not every conversation ends with the first answer. When a customer needs time, a quote, an appointment, or a decision from your team, set a follow-up reminder while the context is still visible.
• Keep the reminder specific: record what needs to happen and when. Review due conversations together so the team can resolve the next action instead of scanning every message from the beginning.
• A consistent routine turns the inbox into an operating list. Customers receive a timely follow-up, and owners can see where work is waiting without relying on memory or private notes.

How to create a Telegram bot and connect it to a Telegram channel

1. Step 1Open Telegram and search for BotFather, Telegram’s official bot-management account. Send /newbot, follow the prompts, and choose a display name and username for the bot. Telegram will return an HTTP API token; copy it once and keep it private because anyone with the token can control the bot.
2. Step 2In HiPA inBox, open Channels, choose Telegram, and paste the bot token into the connection form. Save the channel, then use the connect or test action. HiPA inBox registers the webhook with Telegram and checks that the bot can receive updates.
3. Step 3Send a test message to the bot from a separate Telegram account. Confirm that the conversation appears in the unified inbox, then add a saved reply or automation if the team needs an immediate response. If nothing arrives, check the token, the channel status, and the webhook error shown in the channel details.

How to connect a WhatsApp channel by scanning a QR code

1. Step 1Open Channels, create or select a WhatsApp channel. Click Connect or Show QR. HiPA inBox starts the WhatsApp connection and displays a QR code while the channel is connecting.
2. Step 2On the phone that owns the WhatsApp account, open WhatsApp, go to Linked devices, choose Link a device, and scan the QR code shown in HiPA inBox. Keep the browser and phone connected until the channel changes from Connecting to Active.
3. Step 3Send a small test message after the connection becomes active. If the QR expires, request a new one rather than reusing an old image. Only scan QR codes displayed by your own HiPA inBox workspace, and disconnect the device from WhatsApp if you no longer want the account linked.

How SMS blasting works

1. Step 1SMS blasting sends one prepared message to a selected group of contacts. Start with a clean audience, confirm that each contact has a valid mobile number and the required consent, and remove people who have opted out. A campaign should have a clear purpose and an easy way for recipients to stop receiving messages.
2. Step 2Create the SMS campaign, choose the SMS channel, select the audience, and write a concise message. Review the recipient count, estimated credits or cost, sender identity, and any character-limit warning before sending. Long messages may be split into multiple SMS segments and use more credits.
3. Step 3Use preview or test sending when available, then send the campaign or schedule it for an appropriate local time. Afterward, review the campaign log for sent, delivered, failed, and rejected recipients. Fix invalid numbers or provider errors before attempting another send, and do not repeatedly resend to recipients who opted out.

How to use the Webchat channel

1. Step 1Create a Webchat channel in HiPA inBox and copy the widget code or widget URL provided in the channel settings. Add the script to the website page where the chat launcher should appear. Keep the widget key private enough that unrelated sites cannot reuse your channel configuration.
2. Step 2Open the published website in a private browser window and send a test message. Confirm that the visitor conversation appears in the inbox, that the visitor can receive a reply, and that the channel shows the correct workspace and branding.
3. Step 3Use the inbox to continue the conversation, assign it to a team member, add contact context, and set a follow-up status. If the widget does not appear, check that the script is loading, the widget key is correct, the channel is active, and the browser console has no blocked-script or mixed-content errors.

How to use the Email channel

1. Step 1Open Channels and add an Email channel with the mailbox address and the provider’s SMTP and IMAP settings. Use an app password or provider-specific credential where required, and confirm the encryption and port values supplied by the email provider.
2. Step 2Run the connection test before using the mailbox with customers. The test should confirm outbound SMTP delivery and inbound IMAP access. Send a test email from an external address, then reply from HiPA inBox and confirm both directions stay attached to the right conversation.
3. Step 3Keep the mailbox credentials current and monitor failed connection notices. If messages stop arriving, check the IMAP folder, provider security rules, app-password status, and server network access. Use saved replies or AI auto reply carefully: email usually needs more context and a clear signature than a short chat message.