> ## Documentation Index
> Fetch the complete documentation index at: https://help-onechatai.telavi.com.ph/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbox FAQs

> This section contains FAQs related to the Inbox section.

<AccordionGroup>
  <Accordion title="How do we collect country, city, mobile number and other metadata?">
    1. TelaviOneChatAI fetches the country and city of a visitor from their IP address.
    2. Mobile numbers and metadata are fetched from components in your chat flow — for example, Name, Email, and Phone Number components.
  </Accordion>

  <Accordion title="What does a visit mean?">
    A visit describes a visitor that engages in a conversation with your chatbot.
  </Accordion>

  <Accordion title="Can I export data as a CSV?">
    Yes, you can export data in CSV format from the **Export** button in the **Leads** tab under Inbox.

    1. Navigate to the **Inbox** tab and click on **Leads**.
    2. Click the **Export** button on the top right of the page.
  </Accordion>

  <Accordion title="How can I call customers using the call feature in the Leads section?">
    TelaviOneChatAI offers an integration with Twilio to call your leads directly from the Inbox on your desktop. You must integrate Twilio with TelaviOneChatAI to set up this calling feature.
  </Accordion>

  <Accordion title="How to integrate Twilio?">
    You can integrate Twilio from the **Integrate Twilio** option in the Inbox tab.

    1. In the **Inbox** tab, click on **Integrate Twilio**.
    2. To complete the integration, you will need:
       * Account SID
       * Phone Number
       * TwiML App SID
       * API Key & API Secret
       * App URL (POST)
    3. All of these credentials can be found on your Twilio Dashboard.
    4. To obtain your API Key and SID on Twilio:
       1. Click on the **Account** link in the top-right navigation.
       2. In the submenu, click on **API Keys & Tokens**.
       3. Scroll to the bottom and click **Request a Secondary Token**.
       4. Your SID is also available at the bottom of this page.

    If you need further assistance, contact us at [mailto:support@telavi.com.ph](mailto:mailto:support@telavi.com.ph).
  </Accordion>

  <Accordion title="How to view a customer profile?">
    Navigate to the **Inbox** tab. Customer profiles are listed under the **Leads** or **Contacts** tab. Click on any customer to open a side panel on the right with all their details, including options to add tags and notes.
  </Accordion>

  <Accordion title="Can I assign tags to customers?">
    Yes, you can assign tags to customers based on your preference.

    1. Navigate to the **Inbox** tab.
    2. Click on any customer in the **Leads** or **Messages** tab.
    3. The customer profile will open on the right side of your screen.
    4. Add tags from this section. You can later filter customers by tags and send targeted messages.
  </Accordion>

  <Accordion title="How to add tags?">
    1. Navigate to **Settings** under more options.
    2. Click on **Tags** — you will be redirected to the **Manage Tags** page.
    3. You will see a table of all existing tags. Click **"Create Tag"** on the top right.
    4. Enter a tag name and click **"Create Tag"**.

    The tag is now available to assign to customers.
  </Accordion>

  <Accordion title="What are notes and how do they work?">
    Notes allow you to record important details about a specific customer — for example, an alternate number or a preferred call time.

    1. Navigate to the **Inbox** tab.
    2. Click on any customer in the **Leads** or **Messages** tab.
    3. The customer profile will open on the right side of your screen.
    4. Type your note in the **Notes** input box and press Enter.
    5. Watch for the confirmation message to ensure your note is saved.
  </Accordion>

  <Accordion title="What are quick replies and how do they work?">
    Quick replies are saved template responses you can use during live chat. Type `/` in the chat window to fetch your list of quick replies and select the one you want to use.

    To add quick replies:

    1. Navigate to the **Inbox** tab.
    2. Click on any customer in the **Leads** or **Messages** tab.
    3. The customer profile panel will open on the right side of your screen where you can manage quick replies.
  </Accordion>

  <Accordion title="How to transfer chat to WhatsApp?">
    1. The visitor must initiate a live chat by clicking the three-dot menu beside the **X** icon.
    2. Once an agent accepts the request, open the menu again and select **Transfer to WhatsApp**.
    3. Ensure your agent has the same contact number as your WhatsApp Business account.

    <Note>
      Chat history transferred to WhatsApp will not be stored within WhatsApp.
    </Note>

    **To assign a chat to another agent:**

    1. Navigate to **Inbox** from the side navigation panel and go to the **Live Chat** tab.
    2. In the messaging area, click the three dots next to the emoji icon to transfer the chat to another team member.
  </Accordion>

  <Accordion title="What are contacts?">
    Any visitor interacting with your WhatsApp, Facebook, or Telegram bot and submitting details such as name, email, or phone number is considered a contact. You can also manually import or add new contacts from the **Contacts** tab under **Inbox**.
  </Accordion>

  <Accordion title="How to download a sample sheet for contacts?">
    You can download a sample sheet from the **Sample Sheet** option next to the **Import Contacts** button.
  </Accordion>

  <Accordion title="How to import contacts?">
    1. Navigate to the **Contacts** tab under **Inbox** from the side navigation panel.
    2. Click the **Filter** option to select a specific bot or all bots.
    3. Click **Import Contacts** to upload your CSV file.
  </Accordion>

  <Accordion title="How to add a new contact?">
    1. Navigate to the **Contacts** tab under **Inbox** from the side navigation panel.
    2. Click **Add Contact** on the top right.
    3. Fill in the details and click **Add Contact** to save.
  </Accordion>

  <Accordion title="What are segments?">
    Segments are groups of similar audiences based on characteristics like demographics, behaviors, and interests. They are used to target specific groups in broadcast campaigns.
  </Accordion>

  <Accordion title="How are segments created?">
    1. Navigate to the **Inbox** tab.
    2. Click on **Segments**.
    3. Click **Create Segment** and enter a segment name.
    4. Select a platform (Facebook, WhatsApp, etc.) and your bot.
    5. Select a condition type:
       * **Attribute** — Distinct features of your visitors.
       * **Tags** — Tags you have created in customer profiles.
  </Accordion>

  <Accordion title="What are conditions and how can I use them to create segments?">
    While creating a segment, you can filter using two condition types:

    * **Attribute** — Distinct features of your visitors such as name, location, etc.
    * **Tags** — Tags you have previously created in customer profiles.

    Conditions are the differentiating factors that group a subset of customers from your entire base.
  </Accordion>
</AccordionGroup>