Managing Conversations in Your Sahut Inbox

Your Sahut inbox is the central workspace where your team handles all customer conversations. This guide covers the day-to-day actions you’ll use most when managing conversations.

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Navigating the inbox

When you open Sahut, you land in the Inbox view. The left panel shows your conversation list; the right panel shows the selected conversation’s thread and details. The top of the conversation list has three default views: Use the channel icons in the left sidebar to filter by a specific channel (e.g., show only WhatsApp conversations).

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Replying to a conversation

1. Click a conversation in the list to open it
2. Type your reply in the text field at the bottom
3. Press Enter or click Kirim (Send)

Your reply is sent through the same channel the customer used. For example, if the conversation came from WhatsApp, your reply goes back to that WhatsApp number.

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Formatting your reply

Sahut supports basic text formatting in the reply box:

• Bold: *text*
• Italic: _text_
• Strikethrough: ~text~
• Use the toolbar icons above the reply box to apply formatting with buttons

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Sending attachments

Click the paperclip icon in the reply toolbar to attach a file (image, PDF, or document). Maximum file size is 25 MB.

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Using canned responses

Canned responses are pre-written replies for common questions. Instead of typing the same answer repeatedly, you can insert a canned response with a shortcut.

1. In the reply box, type / followed by the shortcut keyword (e.g., /jam for business hours)
2. Select the matching canned response from the dropdown
3. Edit if needed, then send

To manage canned responses, go to Settings → Canned Responses.

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Filtering and sorting conversations

Use the Filter button at the top of the conversation list to filter by:

• Status (Open, Pending, Resolved, Snoozed)
• Channel
• Assigned agent or team
• Label
• Date range

Use Urutkan (Sort) to order conversations by newest, oldest, or last activity.

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Assigning conversations

To assign a conversation to yourself, click Tugaskan ke Saya (Assign to Me) at the top of the conversation. To assign to another agent or team:

1. Open the conversation
2. In the right sidebar under Ditugaskan ke (Assigned to), click the agent or team field
3. Search for and select the agent or team

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Labels

Labels categorize conversations for quick filtering and reporting. A conversation can have multiple labels. To add a label:

1. Open the conversation
2. In the right sidebar, click Tambah Label (Add Label)
3. Select an existing label or type to create a new one

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Resolving a conversation

When a conversation is complete, mark it as Resolved by clicking the green checkmark button at the top-right of the conversation, or by pressing R as a keyboard shortcut. Resolved conversations are hidden from the default inbox view. Customers can still reply, which automatically reopens the conversation.

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Snoozing a conversation

If you need to follow up later, snooze the conversation. It will disappear from the inbox and reappear at the time you choose.

1. Click the clock icon at the top of the conversation
2. Choose a snooze time (e.g., tomorrow morning, in 2 hours, or a custom date/time)

Snoozed conversations appear in the Snoozed filter.

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