Messaging
Bring live chat, Messenger, Instagram, WhatsApp, SMS and email into one shared inbox, answer as a team, and let Pulse AI take the first reply.
Messaging is where every customer conversation lands, whatever channel it arrived on. Your teams read, assign, tag and resolve conversations in a single Inbox. Pulse AI agents answer routine questions on the channels you attach them to. Analytics tells you how fast the whole thing moves.
Before you start
- Messaging access on at least one team, or account ownership. Pulse AI also needs full Messaging access.
- At least one channel connected at Settings → Channels and owned by a team you belong to. See Channels.
Where to find it
Expand Messaging in the sidebar. It contains Inbox, Pulse AI and Analytics. Go straight to https://app.pluspoint.io/messaging/inbox.
What you can do here
- Handle conversations from live chat, Facebook Messenger, Instagram, WhatsApp Business, WhatsApp (Beta), SMS and email in one list.
- Assign a conversation to yourself or a teammate, resolve it, or move it to another team with a hand-over note.
- Add internal notes the customer never sees, and pull in colleagues from other teams as collaborators.
- Organise conversations with account-wide coloured tags, and scope your view by team, channel or tag.
- Save canned replies and drop in contact and location variables so common answers take one click.
- Let a Pulse AI agent pick up new conversations, answer from your knowledge base and hand over to a human when it gets stuck.
- Measure volume, response time, resolution time and per-assignee performance.
Articles in this section
- Using the Inbox — the navigation rail, statuses, assignment, notes, tags, collaborators, team hand-overs and the WhatsApp 24-hour window.
- Inbox templates and variables — save and share canned replies, and personalise them with contact and location tokens.
- Pulse AI agents — create an agent, attach it to channels, set its hand-over rules and test it in the playground.
- Pulse AI knowledge base — write the question-and-answer content agents reply from, and target it at the right agents and locations.
- Conversation analytics — volume, response and resolution times, channel mix and per-assignee performance.
Related articles
- Using the Inbox Find, assign, tag, answer and resolve customer conversations in one place, with internal notes, team hand-overs, collaborators and bulk actions.
- Inbox templates and variables Save the replies your team sends most often, share them across the account, and personalise them with contact and location variables as you type.
- Pulse AI agents Create an AI agent, attach it to your channels, decide what it asks for and when it hands over to a human, then test it before you switch it on.
- Pulse AI knowledge base Write the question-and-answer content your Pulse AI agents reply from, assign it to the right agents and locations, and keep answers findable.
- Conversation analytics Track conversation volume, response and resolution times, the channel mix and how each teammate or Pulse AI agent performs in the Inbox.