Leads Inbox: Shared Team Inbox for WhatsApp, Messenger & Instagram
Leads Inbox is the shared team inbox in Smart Business 360. It unifies customer conversations across WhatsApp Business, Facebook Messenger, and Instagram Direct into a single queue, letting your sales team qualify, assign, and convert chats into CRM leads without leaving the platform.
Who This Is For
| User Role | What They Do in Leads Inbox |
|---|---|
| Sales agent | Reads and replies to conversations, links threads to leads, sets follow-up tasks |
| Sales manager | Monitors unread volume, agent response times, and conversation-to-lead conversion rates |
| Administrator | Connects and reconnects social channels, manages webhook configurations and access tokens |
What the Leads Inbox Does
- Consolidates 3 Social Channels: WhatsApp Business, Facebook Messenger, and Instagram Direct each have dedicated tabs and consolidated inbox views.
- Preserves Full Message History: Stores entire chat history per contact, including inbound and outbound media attachments (images, payment proofs, audio, documents).
- Links Conversations to CRM Records: Attach a thread to an existing lead or customer, or create a new lead in one click.
- Tracks Messaging Windows: Indicates when a free-form reply is permitted and when an approved Meta template is required.
- Creates Follow-up Tasks: Schedule CRM follow-up tasks directly from inside a chat conversation.
- Unread Notifications: Surfaces real-time unread counts and notifications so no customer inquiry sits unanswered.
Key Terms: Connections, Contacts & Threads
1. Connection
One connection per Smart Business 360 company tenant for each external messaging account (WhatsApp number or Facebook Page). Stores API credentials, webhook verification, and records diagnostic fields: Last successful sync, Last webhook received, and Last error.
2. Contact
The external customer identified by their channel ID (WhatsApp phone number, Messenger User ID, or Instagram User ID). Contacts are channel-specific and match to CRM records upon linking.
3. Thread
A single conversation thread between a connection and a contact. Contains message previews, timestamps, unread counts, messaging window expiration indicators, linked lead/customer parameters, resolution status, and triage labels.
Resolution Status & Triage Labels
1. Resolution Statuses
| Status | Operational Meaning |
|---|---|
Open | Active conversation needing agent attention |
Pending | Waiting on customer reply or internal department action |
Resolved | Conversation inquiry successfully concluded |
Archived | Removed from active working queue entirely |
Lead Linked | Set automatically by system when thread is attached to a CRM lead (cannot be set manually) |
2. Triage Labels
Triage category tags: General · Hot Lead · Follow-up · Support · Collections · Escalated
The Messaging Window Architecture
The messaging window is an external Meta platform rule and cannot be overridden by any setting inside Smart Business 360:
| Social Channel | Window Duration & Rule | Permitted Message Format |
|---|---|---|
| 24-hour customer service window; resets on each inbound customer message | Open Window: Free-form text, images, video, documents
Closed Window: Pre-approved Meta message templates only |
|
| Messenger | 24-hour standard window; resets on user reply, Story response, or comment DM. Includes 7-day human agent extension for manual replies | Manual Human Replies: Up to 7 days
Bot/Automated Messages: Strictly 24 hours (prohibited under 7-day tag) |
| 24-hour messaging window | 24-hour free-form window; 7-day human extension does NOT apply |
Message Templates & Policy Rules
| Point | Meta Policy Detail |
|---|---|
| Meta Approval | Required for all template messages against Meta Business & Commerce policies |
| Approval Timeframe | Up to 24 hours for review |
| Categories | Marketing, Utility, Authentication, Service |
| Billing Model | Since July 2025, charged per template message delivered (not per 24-hour conversation) |