Manage inbox sources

Sources are the connected accounts that bring messages into Qcom. A source can be a WhatsApp number, Instagram account, Facebook Page, Telegram bot, email inbox, SMS number, or Web Chat website. Send-only sources, such as some SMS sender IDs, do not need an Inbox.

Use Connections to add the account and assign it to an Inbox. You can also assign it from the Inbox's Sources tab.

<!-- image-needed: inbox-sources-tab.png - Inbox Sources tab showing connected source rows and Web Chat script actions -->

Assign a source

1. Open Inboxes → Connections.
2. Find the connected number, account or website.
3. Choose Assign Inbox, then choose where your team will handle its messages.

You can also open an Inbox's Sources tab and choose Assign connected number or Assign connected source.

The number or account appears in the Inbox as soon as it is assigned.

A newly connected source can wait without an Inbox. Messages are kept in Unassigned, and neither a bot nor Qyra answers them automatically. When you assign the source, its open Unassigned conversations move into that Inbox.

Web Chat sources

For Web Chat, the Sources tab is also where you manage website installs.

1. Add the website from Connections.
2. Open the Web Chat inbox.
3. Go to Sources.
4. Copy the install script.
5. Paste it into the website.

The website can be connected before the script is installed. It will show as waiting until Qcom sees the script on the site.

Choose Design beside a website to edit that Web Chat's appearance. You can also open Web chat appearance from the globe on the Bots page. The selector beside the title lists active Web Chats. Select the one you want, edit its design, then choose Save Web Chat design. Changes apply only to the selected website.

Moving or removing a source

Moving a source changes where its next messages are handled. Its active conversation moves on the customer's next message; closed conversation history stays in the previous Inbox. Removing a source sends its active conversation and later messages to Unassigned on the next message, where nothing answers automatically until you assign it again.

Removing a source does not delete customers, contacts, or conversation history.

Common problems

• The source is connected, but it has not been assigned to an Inbox yet.
• The source is paused or disconnected and needs to be resumed or reconnected first.
• The Web Chat script was copied from a different website row.
• The team member can view the inbox but does not have permission to manage sources.

Related

• Connect a channel to your inbox
• Install the web chat script
• Create an inbox
• Connect WhatsApp
• Connect Instagram
• Connect Facebook Messenger
• Connect Telegram