Mastering TotalChat's Live Chat Inbox and built-in CRM

The biggest bottleneck in modern business is not a lack of prospects, but slow and messy replies across multiple channels. TotalChat’s Live Chat Inbox was designed to solve this by consolidating every contact route into a single screen.

Four strategic areas

1. Filters and conversation states

In the left column you can filter conversations by channel (WhatsApp, Instagram, Messenger, Telegram or Webchat) and set instant states: mark as unread, star as important, mute or archive.

2. Quick actions (Chat Actions)

When a human agent steps into an automated conversation, they can run immediate actions from the sidebar:

• Pause Bot: Stops automatic replies so you can respond manually without interference.
• Assign To: Transfers the conversation to the right sales or support specialist.
• Schedule & Notes: Book appointments and leave private notes visible only to your internal team.

3. Real-time CRM and pipeline

You do not need an expensive external CRM to measure results. Right in the contact profile you can:

• Set the Pipeline Stage.
• Enter the projected Deal Value.
• Check the Lead Score and the available messaging window (such as Meta’s 24-hour rule).

4. AI copilot in the inbox

TotalChat builds cognitive tools straight into the inbox:

• Analyse Customer Sentiments: Diagnoses the customer’s tone and likelihood to buy.
• Help me to reply: Generates accurate, contextual draft replies so agents respond quickly and professionally.