Knowledgebase
Channels & Inbox
Connect WhatsApp, Facebook, and Instagram to your unified inbox and manage all customer conversations.
Overview
EZCart's unified inbox brings all your social media conversations into one place. Connect WhatsApp Business, Facebook Messenger, and Instagram DMs to respond faster, assign conversations, and never miss a message.
Supported Channels
| Channel | Features |
|---|---|
| WhatsApp Business | Messages, media, templates, payment links |
| Facebook Messenger | Messages, media, quick replies |
| Instagram DMs | Messages, media, story replies |
Connecting Channels
WhatsApp Business API
- Go to Settings > Channels
- Click Connect WhatsApp
- Complete Meta Business verification
- Select your WhatsApp Business number
- Messages will appear in your inbox immediately
Facebook Messenger
- Go to Settings > Channels
- Click Connect Facebook
- Log in to your Facebook account
- Select the Page to connect
- Authorize EZCart to manage messages
- Go to Settings > Channels
- Click Connect Instagram
- Ensure your Instagram account is a Professional account linked to a Facebook Page
- Authorize access
- DMs and story replies will flow into your inbox
Inbox Features
Conversation Assignment
- Automatically assign conversations based on rules
- Manually assign to specific team members
- Set round-robin assignment for balanced workload
Labels & Tags
Organize conversations with custom labels:
- Create labels like "VIP", "Returns", "New Customer"
- Filter inbox by labels for focused workflows
- Labels are shared across your team
Internal Notes
Add internal notes to conversations that only your team can see:
- Discuss customer issues without the customer seeing
- Leave context for the next team member
- Notes are preserved in the conversation history
Quick Replies
Save time with pre-written responses:
- Go to Settings > Quick Replies
- Create templates for common responses
- Use shortcuts to insert them during conversations