1. Navigating to Omnichannel Dashboard
To access the unified inbox and manage all your conversations:
Log in to your String account
From the left sidebar, click "Communication"
Select "Omnichannel" from the dropdown menu
You’ll land on the Omnichannel dashboard with:
Unified inbox (all messages in one place)
Tags & agent management
Conversation filters (Unread/Read)
2. Integrating Social Media Accounts
Connect Meta platforms to receive messages in your unified inbox:
In Omnichannel dashboard, click "Managemant" > "Settings"
Select "Integrations" → "Meta Accounts"
Click "login with Facebook" and log in to your:
Facebook (for DM + Comments)
Instagram Business
WhatsApp Business
Authorize String to access messages
✅ Now you’ll receive all social conversations in one inbox!
3. Using the Unified Inbox
Key Features:
Channels: (WhatsApp - Social DM - Social Post - Web chat - Internal )
Tags: Organize conversations (e.g., "Need help" "Follow up", "VIP", "Complaint" etc..)
Agents: Assign conversations to team members
Conversation: control all messages in one inbox
Filters: Search by:
Tags
Unread/Read status
Agent
Open/ Closed
Campaign Conversation
Inbound conversations
Start a New Conversation:
Click "New Message"
Select a contact/channel (WhatsApp, FB, etc.)
Select the WhatsApp number
Select Lead
Select the template
Create Conversation
4. Sending Broadcasts to Segments
Create targeted campaigns:
Go to "WhatsApp Campaigns " tab in "Communication"
Click New Campaign
Add campaign details
Compose message → Schedule/Send
Step by step know how to Create a WhatsApp Campaign
5. Troubleshooting
❌ No conversations showing?
Ensure Meta accounts are properly connected
Check if filters are hiding messages (e.g., "Unread" selected but all are read)
🔍 "No tags found"?
Create your first tag with "+ Add new tag"