84 docs tagged with "both"

kazenly.com — Overview, Billing, Set up Inbox, and Open Inbox.

Change your inbox password and set agent status Online, Busy, or Offline in the Unified Inbox Account Settings modal.

Profile and sign-in method on the Account Dashboard — not Inbox Settings.

Agent workload, activity timeline, and conversation handling reports.

Sidebar Analytics — not Settings Analytics (not shown).

Assign a conversation to an agent from the chat header.

Work conversations assigned to you on Inbox → Assigned (Assigned to Me) at /inbox/assigned.

Plans, Momentum and Surge tiers, and USD billing on kazenly.com.

Bot completion, escalation, and flow execution analytics.

Triage bot-handled and agent-handled conversations on Inbox → Bot and Inbox → Agent.

The header notifications bell is not shown in the Unified Inbox.

Use sidebar Analytics and Create Agent roles instead.

Reconnect WhatsApp or Instagram when the channel is not connected.

Success banner after Stripe checkout on Overview.

Conversation volume, status mix, agent workload, and message trends.

Open Analytics, Bot Analytics, Agent Workload, and Agent Activity from the Conversations page.

Why conversations stay in Queued and how agents pick them up.

The Conversations ops table, filters, priority, Expired threads, and supervisor reports.

Use sidebar Conversations on app.kazenly.com to manage and monitor all threads, including Expired.

Start a free trial on kazenly.com with email, Google, or Facebook.

WhatsApp 24-hour window, Instagram Human Agent, expiry jobs, and the 23h warning.

Stripe Customer Portal for payment methods and invoices.

Sidebar Dashboard — filter chips for All, Bot, Agent, Unread, Assigned, My Unread, and Overdue.

Keywords that escalate bot conversations to human agents — global list and per-flow settings.

Filter Unified Inbox conversation lists with All, WhatsApp, Instagram, and Web channel chips.

Filter Conversations by status, handler, priority, and time — Last 24 hours and 7-day windows.

Create a kazenly.com account, subscribe, Set up Inbox, Open Inbox, Connect WhatsApp, and invite your first agent.

Settings General tab — organization-wide options including out of office.

End-to-end journeys that stitch together Connect, Broadcasts, Inbox, and Settings.

The Unified Inbox header does not show a notifications bell yet. What is hidden, what you see instead, and how to stay on top of work without push alerts.

Automatic expiry rules for WhatsApp and Instagram, and what changes for agents.

Assigned, Queued, Unread, Bot, Agent, Lists, Spam, search, and opening a chat.

Create API and Webhook integrations used by bot flows.

Add team-only notes in a conversation — not delivered to the customer.

What Kazenly is, the two channels, and how you sign in to the Unified Inbox.

Sidebar Automations, bot flows, out of office, escalation, Instagram automations, and handover.

How-to help for Kazenly — the Account Dashboard and the Unified Inbox.

Account Dashboard on kazenly.com vs Unified Inbox on app.kazenly.com.

Tour the Unified Inbox layout — sidebar navigation, header, conversation list, and chat pane on app.kazenly.com.

Organize inbox conversations into Lists — create, rename, delete, and add or remove threads (not Broadcast contact lists).

What the header Live and Offline labels mean — realtime connection status, not agent availability or notifications.

Public kazenly.com pages — Pricing, Support, Privacy, Data Deletion.

On Dashboard, learn the difference between Unread, My Unread, and Assigned filter chips.

Open the Unified Inbox from the Account Dashboard with a one-time handoff.

What Open, Pending, Queued, and Expired mean in the Unified Inbox — and where each appears in the UI.

Select a conversation from the Inbox list to open the chat pane on desktop or full-screen on mobile.

Schedule when bots are gated and customers receive an automatic out-of-hours reply.

Find overdue conversations on Dashboard — unread threads whose oldest unread customer message is more than 90 minutes old.

Account Overview — plan, channels, trial, and Manage Billing.

Conversation priority levels Urgent, High, Normal, and Low on the Conversations table.

Pick up queued conversations with Take It or remove them with DeQueue on Inbox → Queued.

Insert saved reply templates with / shortcuts or the Quick Replies panel — text, voice, image, video, or document.

Create and manage text, voice, image, video, and document quick reply templates in Settings.

Quote a specific message when replying in the Inbox chat pane.

Advanced role management is not shown — roles are set on Create Agent.

Search conversations and group Inbox lists by agent, status, or date on app.kazenly.com.

Type and send a customer-facing message from the Inbox chat composer.

Composer, media (WhatsApp), Instagram text-only, Utility templates, notes, and receipts.

Delivery status labels under your outbound agent messages.

Claim your workspace from the Account Dashboard after subscribing.

Unified Inbox Settings tabs. Connect WhatsApp and Instagram are in chapters 6–7. Web Chat is in chapter 7b.

Settings Analytics tab is not in the live UI — use sidebar Analytics.

Open Automations from the Unified Inbox sidebar — Instagram and WhatsApp workspaces on app.kazenly.com.

Sign in to the Account Dashboard for billing and inbox setup.

How account owners open the Unified Inbox via Open Inbox handoff, and how agents sign in at app.kazenly.com/login or set a password from an invite.

Mark contacts as spam, review the Spam inbox tab, and restore contacts on app.kazenly.com.

Plan buttons and subscription changes on the Billing page.

Service status, resource metrics, and recent alerts.

Analytics sidebar System Overview tab — key metrics and system status.

Move conversations between bot and human agents from the chat header and composer.

Who can open which pages, send in others' chats, and assign conversations.

Failed messages, closed windows, disconnects, queue, templates, and missing UI.

Layout, channel filters, conversation states, and availability.

Disambiguate the Unified Inbox workspace, sidebar Dashboard, Inbox section, and Conversations ops view — and how each differs from the Account Dashboard.

Find conversations that need an agent reply on Inbox → Unread, with an optional my-unread-only filter.

Create agents, invite links, online status, and agent details.

Use sidebar Dashboard on app.kazenly.com — channel and status filter rows, active-filter summary, and conversation list.

Kazenly is customer engagement on WhatsApp and Instagram — Account Dashboard for billing and setup, Unified Inbox for live conversations.

How WhatsApp and Instagram work together in Kazenly — one workspace, separate contacts, channel filters, Connect, and messaging rules.

Sidebar access by role — Dashboard, Inbox, Broadcasts, Questions, and more.

Only admins and supervisors can message in another agent's assigned chat.

Customer care window closed, expired threads, and Instagram Human Agent.

Find and open Expired conversations from the Conversations table when Inbox tabs hide them.

Set agent availability to Online, Busy, or Offline in Account Settings and understand how it affects assignment and queues.