Prerequisites
⚠️ Availability Note:
The Chat Inbox feature is currently available only for select industries. Due to 10DLC regulations, this feature cannot be enabled for all industries at this time.
Navigating the Chat Inbox
The Chat Inbox is divided into three main sections:
1. Left Column: Chat List
This panel displays all active chats organized by Persona.
You can use filters to quickly find messages, including:
Read vs. Unread
Time frame (e.g., Last 30 days)
2. Middle Column: Conversation View
This section shows the full message thread with the selected customer.
From here, you can:
Type and send messages
(Messages are delivered to customers as SMS texts)Use canned responses
Quickly reply with pre-written options such as:
“I will be with you in a moment.”
3. Right Column: Persona History
This panel provides additional customer context while chatting, including:
Persona details
Recent activity and history
Loyalty engagement and purchase context
This helps teams respond more effectively and personally.
Enabling Chat Inbox
Before sending messages through the Chat Inbox, make sure your account is configured properly.
Step 1: Upload Your Texting Logo
Navigate to your SMS/Texting settings
Upload your Texting Logo
⚠️ Important: Outbound messages will not send from the Chat Inbox unless a texting logo has been uploaded.
Step 2: Start Messaging
Once your logo is uploaded, you can begin sending and receiving texts directly within the Chat Inbox.
Need Help?
If you have questions about Chat Inbox availability or setup, reach out to AIQ Support via the chat widget in your AIQ Dashboard.