> ## Documentation Index
> Fetch the complete documentation index at: https://docs.aifocus.dev/llms.txt
> Use this file to discover all available pages before exploring further.

# Inboxes & Channels

> Configure and manage all support channels (WhatsApp, Email, Instagram, etc.)

# 📥 Inboxes & Channels

Learn how to connect and manage all support channels in Chatwoot: WhatsApp, Instagram, Facebook, Email, website chat, and more!

***

## 📋 What are Inboxes?

**Inbox** is each communication channel where you receive messages from customers:

* 💬 **WhatsApp Business**
* 📷 **Instagram Direct**
* 📘 **Facebook Messenger**
* 📧 **Email (IMAP/SMTP)**
* 🌐 **Website Widget** (website chat)
* 💬 **Telegram**
* 📱 **SMS**
* ☎️ **Phone** (via integration)

**Each inbox works as a separate "mailbox"**, but all support is centralized in Chatwoot!

***

## ➕ Add New Inbox

### Step by Step

1. In the sidebar, click **"Settings"** → **"Inboxes"**
2. Click **"+ Add Inbox"**
3. Choose channel type
4. Follow specific instructions for each channel
5. Assign agents to the inbox
6. Done! Start receiving messages

***

## 💬 WhatsApp

### Integration Options

Chatwoot supports **3 ways** to connect WhatsApp:

<CardGroup cols={3}>
  <Card title="Evolution API" icon="whatsapp">
    Most stable and reliable\
    Multi-device\
    Ideal for production
  </Card>

  <Card title="WAHA" icon="whatsapp">
    Open-source\
    Self-hosted\
    Free
  </Card>

  <Card title="UAZ API" icon="whatsapp">
    Brazilian provider\
    PT-BR support\
    Easy setup
  </Card>
</CardGroup>

### Configure WhatsApp (Evolution API)

1. **Get API Key** from your Evolution provider
2. In Chatwoot: **"Add Inbox"** → **"WhatsApp"**
3. Choose **"Evolution API"**
4. Fill in:
   * **Inbox Name**: e.g., "Sales WhatsApp"
   * **API URL**: Your Evolution server URL
   * **API Key**: Your authentication key
5. **Scan QR Code** with WhatsApp
6. **Assign agents** to inbox
7. Test by sending a message

### WhatsApp Features

✅ **Send/Receive** text messages\
✅ **Media**: Images, videos, audios, documents\
✅ **Templates**: Pre-approved WhatsApp messages\
✅ **Interactive buttons**: Quick replies\
✅ **Lists**: Option menus\
✅ **Location**: Share/receive location\
✅ **Contacts**: Send vCard

***

## 📷 Instagram Direct

### Connect Instagram

<Note>
  **Requirement**: You need an Instagram Business account linked to a Facebook page.
</Note>

1. **Add Inbox** → **"Instagram"**
2. Click **"Connect with Facebook"**
3. Login to Facebook
4. Choose the **Facebook Page** connected to Instagram
5. Authorize permissions
6. Select Instagram account
7. Assign agents

### Instagram Features

✅ **Direct Messages**: Handle DMs directly in Chatwoot\
✅ **Comments**: (Optional) Receive post comments\
✅ **Stories**: Story replies appear as messages\
✅ **Media**: Photos, videos, GIFs\
✅ **Quick Replies**: Send saved responses

***

## 📘 Facebook Messenger

### Connect Facebook

1. **Add Inbox** → **"Facebook Messenger"**
2. Click **"Connect with Facebook"**
3. Login
4. Choose the **Page** you want to connect
5. Authorize permissions
6. Assign agents

### Facebook Features

✅ **Page Messages**: Handle messages directly\
✅ **Comments**: (Optional) Turn comments into conversations\
✅ **Media**: Share photos, videos, GIFs\
✅ **Buttons**: Use quick reply buttons

***

## 📧 Email (IMAP/SMTP)

### Configure Email

Turn your email into a Chatwoot inbox!

1. **Add Inbox** → **"Email"**
2. Fill in information:

**IMAP (Receive):**

* **Server**: imap.gmail.com (Gmail)
* **Port**: 993
* **Email**: [your@email.com](mailto:your@email.com)
* **Password**: Email password (or App Password)

**SMTP (Send):**

* **Server**: smtp.gmail.com (Gmail)
* **Port**: 587
* **Email**: [your@email.com](mailto:your@email.com)
* **Password**: Email password

3. **Test connection**
4. Assign agents

### Common Providers

| Provider    | IMAP                  | IMAP Port | SMTP                | SMTP Port |
| ----------- | --------------------- | --------- | ------------------- | --------- |
| **Gmail**   | imap.gmail.com        | 993       | smtp.gmail.com      | 587       |
| **Outlook** | outlook.office365.com | 993       | smtp.office365.com  | 587       |
| **Yahoo**   | imap.mail.yahoo.com   | 993       | smtp.mail.yahoo.com | 587       |
| **Custom**  | your-server.com       | 993/143   | your-server.com     | 587/465   |

***

## 🌐 Website Widget (Website Chat)

### Install Chat on Website

1. **Add Inbox** → **"Website"**
2. Give it a name: e.g., "Main Website Chat"
3. Configure appearance:
   * **Primary Color**: Your brand color
   * **Welcome Message**: "Hello! How can I help?"
   * **Avatar**: Company logo
4. **Copy installation code**:

```html theme={null}
<script>
(function(d,t) {
  var BASE_URL="https://chat.yourdomain.com";
  var g=d.createElement(t),s=d.getElementsByTagName(t)[0];
  g.src=BASE_URL+"/packs/js/sdk.js";
  g.defer = true;
  g.async = true;
  s.parentNode.insertBefore(g,s);
  g.onload=function(){
    window.chatwootSDK.run({
      websiteToken: 'YOUR_TOKEN_HERE',
      baseUrl: BASE_URL
    })
  }
})(document,"script");
</script>
```

5. **Paste before `</body>`** on your website
6. Reload site and test!

***

## 💬 Telegram

### Create Telegram Bot

1. On Telegram, talk to **@BotFather**
2. Send `/newbot`
3. Choose name and username for bot
4. Copy the **Token** provided

### Connect to Chatwoot

1. **Add Inbox** → **"Telegram"**
2. Paste bot **Token**
3. Give inbox a name
4. Assign agents
5. Done! Messages to bot appear in Chatwoot

***

## 📊 Inbox Metrics

Track performance of each channel:

### Available Metrics

* **Total Conversations**: How many conversations per channel
* **Average Response Time**: Per inbox
* **Resolution Rate**: % of resolved conversations
* **Satisfaction (CSAT)**: Average rating per channel
* **Peak Hours**: When receives most messages

***

## 💡 Tips and Best Practices

### Organization

✅ **Clear names**: "Sales WhatsApp", "Support Email"\
✅ **One inbox per function**: Separate sales from support\
✅ **Specific agents**: Assign specialists per channel\
✅ **Correct hours**: Configure business hours

### Performance

✅ **Auto-assignment**: Use Round Robin or Capacity\
✅ **Canned Responses**: Create templates for common replies\
✅ **Labels per channel**: Organize conversations by source

### Customer Experience

✅ **Reply fast**: Configure agent notifications\
✅ **Personalize welcome**: Warm and helpful message\
✅ **Out of hours**: Inform when you'll return\
✅ **Multi-channel**: Offer options to customer

***

## 🚀 Next Steps

<CardGroup cols={2}>
  <Card title="Conversation Management" icon="messages" href="/en/user-guide/conversations">
    Learn to manage support
  </Card>

  <Card title="Automations" icon="robot" href="/en/user-guide/automations">
    Automate replies and assignments
  </Card>
</CardGroup>