Optimize Inbox

Who can use this?

• All Gallabox users.
• Roles: All roles with access to the Inbox
• Plans: Available on all Gallabox plans.

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Plan Availability

Available on all Gallabox plans.

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Faster Replies with Keyboard Shortcuts

Gallabox supports formatting and insertion shortcuts in the reply editor. It also provides a global shortcut for quick navigation. In the mentions and canned responses popups, use the Arrow keys to navigate, Tab or Enter to insert, and Esc to dismiss.

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Resolve Conversations

Resolve marks a conversation as closed — one of the two conversation statuses (Open and Closed). Resolving an unassigned conversation assigns it to you. Closed conversations:

• Move out of your active Open list
• Appear in the Closed category
• Can be reopened at any time by either agent or customer (if the customer replies, it reopens automatically)

When to resolve:

• The customer’s issue is fully answered and no follow-up is needed
• The conversation was handled and no further action is needed

When NOT to resolve:

• The conversation is ongoing — even if you’re waiting for something, if there’s still back-and-forth happening, keep it open
• The customer has explicitly said they’ll get back to you and you still need the conversation in your active queue

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Private Notes

Use Notes (not visible to customers) to:

• Add context for your team — “Customer has requested callback at 5 PM”
• Flag issues for a colleague to follow up on
• Keep track of internal information that shouldn’t appear in the WhatsApp chat

Notes appear in the conversation thread but are marked as private (visible only to your team, not the customer). To add a note:

1. Click the Note icon in the compose box, or type your note in the compose box and click Send as Note.
2. The note appears in a different color/style in the conversation thread.

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@Mentions

Tag a team member in a conversation to:

• Ask for help without leaving the conversation
• Hand over the conversation for a specific expertise
• Loop in a manager for approval on a discount or special request

Type @ followed by the agent’s name in the compose box to mention them.

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Push Notifications

You can enable or disable push notifications for your current device from your profile menu. Open Notification Settings to manage notification preferences available to your account. Your browser may also ask for permission before Gallabox can send push notifications.

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Compose Box Features

The compose box has tools to speed up responses:

• Canned Responses — pre-written templates accessible by typing # or clicking the template icon
• AI Rewrite — select a draft message and click “Rewrite with AI” to improve clarity, tone, or length
• Translate — translate outgoing messages into the customer’s language (if different from yours)
• Product Catalog — search and share products from your catalog directly in the chat
• WhatsApp Templates — insert a pre-approved template for out-of-session messages
• Attachments — attach images, PDFs, documents, or audio files (max file size applies)

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Example

Scenario: You’re handling 40 conversations a day and spending too much time on repetitive actions. You want to cut your average response time. Here’s what you do:

1. Use keyboard shortcuts for formatting and sending replies.
2. Use canned responses for common questions about pricing, shipping, and support hours.
3. Add Notes when another agent needs context before taking over.
4. Resolve conversations after the customer’s question has been answered and no further action is needed.

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FAQs