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Chat

Inbox > Chat collects the conversations from your messaging channels in one list: WhatsApp, Messenger and Instagram once your company connects them, and Slack once you connect your own Slack account. You read them next to the CRM, reply from Nucleo, assign conversations to colleagues and close them when they're handled.

Connect your chat channels

ChannelHow it's connectedWho sees the conversations
WhatsAppEach person connects their own WhatsApp Business number in Connections, and keeps using the WhatsApp Business app on the phone. The last 6 months of history are imported.Only the owner of the number, unless the number is shared with the team or the whole company.
Messenger and InstagramYour company connects its Facebook pages and Instagram accounts in Connections. Messages arrive automatically.Everyone with access to Chat.
SlackEach person signs in with their own Slack account, from the Home checklist or Connections.Only you: your channels, direct messages and group messages, exactly as in Slack.

For the details of each connection, see Connections.

Note
Slack keeps what your Slack plan keeps: on Slack's free plan, only the last 90 days can be read.

Read the Chat list

ColumnWhat it shows
ChannelWhatsApp, Messenger, Instagram or Slack.
ConversationThe person or the Slack channel, with the last message.
CompanyThe company of the linked contact.
ViaThe number, page or account the conversation comes through, and its owner.
UnreadHow many messages you haven't read. Unread conversations are highlighted.
Last messageWhen the last message arrived.

The total number of unread messages appears next to the page title. Show 25, 50 or 100 conversations per page with the controls under the table.

Find a conversation

Steps

  1. In Nucleo, go to Brain > Inbox > Chat.
  2. In Search people, numbers and message text, type a name, a phone number or words from the messages.
  3. Optional: Click the filters icon and narrow the list:
    1. Channel: All channels or one channel. Each channel shows its unread count.
    2. Status: Open (the default), Closed or All.
    3. Unread: Everything or Unread only.

Reply to a conversation

Steps

  1. In Nucleo, go to Brain > Inbox > Chat.
  2. Click the conversation. It opens in a side panel and is marked as read.
  3. Optional: If Nucleo has a reply ready, click Insert Nucleo's draft and edit it.
  4. Write your message in the reply box.
  5. Click Send, or press ⌘↵ (Ctrl+Enter on Windows).
ChannelWho the reply is sent as
WhatsAppYour WhatsApp number. The message also appears in the app on your phone.
Messenger and InstagramThe company page or account.
SlackYou, in the same conversation and thread. Only the person who connected the Slack account can reply.
Caution
WhatsApp only lets businesses reply within 24 hours of the customer's last message. After that window, Nucleo can't send the reply, and it shows the reason instead.

Assign, close or reopen a conversation

Steps

  1. Open the conversation from Chat.
  2. Do any of the following:
    1. To hand it to a colleague, pick a name in Assign to. To remove the assignment, pick Unassigned.
    2. To go to the person's CRM record, click Open contact.
    3. When it's handled, click Close conversation. It leaves the Open list.
    4. To bring back a closed conversation, show Closed conversations, open it and click Reopen.

Get desktop notifications for new messages

Nucleo can show a desktop notification when a new message arrives while it's open in another tab.

Steps

  1. In Nucleo, go to Brain > Inbox > Chat.
  2. Click Enable desktop notifications at the top of the page.
  3. Allow notifications when your browser asks.

The button changes to Desktop notifications on. If it says Notifications blocked by the browser, allow notifications for Nucleo in your browser settings.

Considerations for Chat

  • WhatsApp senders are matched to a contact by phone number. When there's no match, Nucleo creates a lead. The contact's timeline gets one note per conversation and day.
  • When a WhatsApp, Messenger or Instagram message arrives, the owner of the number or the person assigned to the conversation gets one notification, which stays open until the conversation is read. Company conversations with nobody assigned don't notify anyone.
  • Slack messages never trigger a notification per message. Instead, the morning email lists the Slack conversations still waiting for your reply. See Emails and notifications.
  • Slack messages addressed to you can also become suggestions on your Home, with a reply draft ready.

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