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Documentation Index

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The Inbox is the operational hub for all customer WhatsApp conversations in Galantis. Every inbound message from a customer — whether they reached out through the storefront chat widget, replied to a campaign, or responded to an automation — arrives here in a single unified view. Unlike a standard support inbox, the Galantis Inbox surfaces full Shopify customer context alongside every conversation: order history, lifetime value, consent status, and browsing data are visible to agents without leaving the thread. This makes the Inbox useful for both support and pre- or post-purchase sales conversations.

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What this section covers

  • Installing and configuring the storefront chat widget
  • Customizing widget appearance and branding
  • Managing conversation statuses and lifecycle
  • Agent assignment and routing behavior
  • Roles, permissions, and team access controls
  • Inbox analytics and performance metrics

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How the Inbox works

The Inbox operates on WhatsApp’s 24-hour conversation window model. When a customer sends a message, a window opens and agents can reply freely with session messages. Once the window closes, agents must use an approved template to re-engage. See Conversation Window for the full rule set. Conversations are assigned to agents manually or automatically on first reply. Agents see only conversations relevant to them through the My Tickets view, while admins have visibility across all conversations.

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Guides in this section

Storefront Widget

Install the chat widget on your Shopify storefront via script tag injection.

Widget Appearance

Customize button style, position, colors, and greeting message.

Conversation Lifecycle

Understand OPEN, PENDING, and RESOLVED statuses and how transitions work.

Assignment & Routing

Manual and automatic conversation assignment for your support team.

Roles & Permissions

Role-based access control for every team member in your workspace.

Inbox Analytics

Response time, conversation volume, and agent performance metrics.

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Billing

The Inbox has two billing components: a per-agent seat subscription and a per-conversation credit charge when a billable service window opens. See Inbox Add-on Billing for full details.