Agent Handbook

Your guide to working efficiently in the Wallin Inbox.

Getting Started

Logging In

1. Visit /inbox (or the webapp directly)
2. Enter your email and password
3. You're in the Inbox

Checking In

Before you start, check in to be available for conversations:

1. Click your status button (top right, currently showing "Offline")
2. Select Online or Available
3. You're now visible for assignment

Checked Out agents don't receive new conversations. Supervisors can see your status at /my-team.

Checking Out

When you finish your shift:

1. Click your status button
2. Select Offline or Check Out
3. No new conversations will be assigned
4. You can still view and reply to ongoing conversations

The Inbox Interface

Conversation List (Left Pane)

Shows all conversations assigned to you or your organization (depending on your role).

To find a conversation:

• Search — type a customer name or phone number
• Filter by status — Active, Resolved, Pending
• Filter by channel — WhatsApp, Instagram, Messenger
• Filter by labels — click label chips
• Filter by window state — Open (can send), Closing (24h warning), Closed

Conversation Detail (Center Pane)

The full thread with the customer:

• Message history — inbound and outbound messages, reactions, media
• Message status — Sent, Delivered, Read, Failed (hover to see why)
• Customer info — name, phone, channel, contact card (top)
• Composer — text input at the bottom

Contact Panel (Right Pane)

Shows customer details:

• Name & identifier — phone number or channel handle
• Contact history — merge flags, creation date
• Assigned agent — current handler
• Labels — applied tags
• Actions — reassign, add label, resolve conversation

Sending Messages

Text Messages

1. Click the message box at the bottom
2. Type your reply
3. Click Send (or press Ctrl+Enter)

Keyboard shortcuts:

• Ctrl+Enter — Send message
• / — Open snippets menu (canned responses)

Templates (WhatsApp)

1. Click the Templates button in the composer
2. Select a pre-approved template
3. Fill in any variables (if the template has {{1}}, {{2}}, etc.)
4. Click Send

Templates are faster than typing and ensure consistency.

Media (Image, Document, Audio, Video)

1. Click the attachment button (📎)
2. Choose file type
3. Select your file from disk
4. (Optional) Add a caption
5. Click Upload & Send

Supported formats:

• Image: JPG, PNG, WebP, GIF
• Document: PDF, DOC, XLS, TXT (up to 100 MB)
• Audio: MP3, OGG, M4A (up to 100 MB)
• Video: MP4, 3GP (up to 100 MB)

Snippets (Canned Responses)

Snippets are saved replies for common issues.

To use a snippet:

1. Type / in the composer
2. Search for a snippet (e.g., "hours", "refund")
3. Click to insert
4. Edit if needed
5. Send

To create a snippet (Admin only):

• Go to /snippets
• Click New Snippet
• Enter name and text
• Save

Snippets are shared across your organization so every agent can use them.

Window State

WhatsApp messaging windows control when you can send:

• Open (green) — You can send freely; customer messaged within 24 hours
• Closing (yellow) — Only 2–4 hours left; customer will soon be unreachable
• Closed with Escape (orange) — Window closed, but templates with Marketing/OTP category might work via tags
• Closed (red) — Window closed; can only respond if the customer messages first

For Instagram & Messenger:

• Open — Respond within 30 days of last customer message
• Closed — Can only reply if they message again

Wallin blocks sends outside the open window. Plan accordingly and reach out during open windows.

Assignment & Resolution

Assigning to Yourself

1. Click a conversation
2. Click Assign to Me (top right)
3. It's now your responsibility

Reassigning to a Colleague

1. Click a conversation
2. Click Assign (top right)
3. Search for an agent
4. Click to assign
5. The agent receives a notification

Resolving

When you've solved the customer's issue:

1. Click Resolve (top right)
2. Add an optional note (reason, next steps)
3. Click Confirm

Resolved conversations move to the Resolved tab but remain searchable.

Labeling Conversations

Labels help organize and track conversation types.

To add a label:

1. Click the conversation
2. Click Labels (right pane)
3. Select labels to apply
4. They appear as chips on the conversation

To remove a label:

• Click the X on the label chip

Bulk labeling:

• Select multiple conversations
• Click Add Label
• Apply to all at once

Working Offline

The Wallin agent app (installed on your phone) works offline-capable — limited functionality without internet:

• View cached conversations — messages from before going offline remain readable
• Draft messages — compose replies while offline; they queue and send when connection returns
• Cannot send media — file uploads require internet

Once you reconnect, all queued messages send automatically.

Installing the Agent App

Android

1. Go to /agent-app on your phone
2. Look for the Install App prompt (usually a banner)
3. Tap Install
4. The app is added to your home screen
5. Log in with your email and password

iOS

1. Open Safari and go to /agent-app
2. Tap the Share button (bottom center)
3. Tap Add to Home Screen
4. Tap Add
5. The app appears on your home screen
6. Log in

Push Notifications

Once you install the app:

1. Allow notifications when prompted
2. You'll receive instant alerts when new messages arrive
3. Tap a notification to jump to that conversation

To manage notifications:

• Device settings → Apps → Wallin → Notifications
• Within the app → Settings → Notifications

Troubleshooting

"I'm not getting new conversations"

• Make sure you're Checked In (status = Online)
• Check your Max Concurrent Conversations — if you've hit the limit, wait to resolve one
• Verify your role is "Agent"

"The message won't send"

• Check the window state — if Closed and it's WhatsApp, you can't send
• Verify the customer's phone number is connected to that channel
• Check your internet connection

"I can't see a conversation I handled before"

• It may be assigned to someone else now
• Use the All Conversations view if available
• Ask a supervisor to search

"Push notifications not working"

• Reinstall the app (uninstall, then re-add to home screen)
• Check your device notification settings
• Make sure Wallin has permission to send notifications

"App is slow or crashing"

• Clear the browser cache (Settings → Privacy → Clear Cache)
• Update your browser or reinstall the app
• Try using the web inbox instead of the app