How to Configure Inbox Settings in Pabbly Chatflow

The Inbox Settings feature in Pabbly Chatflow helps you automatically respond to users who message your business on WhatsApp. This ensures that customers get a reply even if you're not available right away.

With Inbox Settings, you can:

• Send a Welcome Message when users message you during working hours.
• Send an Off-Hours Message when users message you outside working hours.
• Define Working Hours to manage when each type of message should be sent.

You can set up these messages in two ways:

• Regular Message – A message that you create and customize.
• Pre-Approved WhatsApp Template – A message that has been approved by WhatsApp and synced from your Meta Developer Account.

Step 1: Accessing Inbox Settings
To set up your automatic responses:

1. Log in to your Pabbly Chatflow account.
2. Click on Settings from the left menu.
3. Select Inbox Settings.

Step 2: Setting Up a Welcome Message
A Welcome Message is automatically sent when a user messages you for the first time during your working hours.

Turning on the Welcome Message​

1. Find the Welcome Message section.
2. Turn on the toggle switch to enable the message.
3. Click the Configure button to set up your response.

Choosing a Message Type​

When you click Configure, a dialog box will appear where you can choose between two options:

• Regular Message
• Pre-Approved WhatsApp Template

Step 3: Configuring a Regular Message
A Regular Message allows you to create a custom response in different formats.

Choosing the Type of Regular Message​

You can select from:



Text Message – Enter a simple text message and click Save.

Image Message – Add an optional caption, paste an image URL, or upload an image file. Click Save after uploading.

File Message – Enter a file name, paste a file URL, or upload a document (PDF, DOCX, XLSX). Click Save.

Video Message – Add a caption (optional), paste a video URL, or upload a .mp4 file (max 16MB). Click Save.

Audio Message – Paste an audio file URL or upload an .mp3 file (max 16MB). Click Save.

Once saved, the message will be automatically sent to users when they message you during working hours.

Step 4: Using a Pre-Approved WhatsApp Template
If you prefer to use a WhatsApp-approved template, follow these steps:

1. Select Pre-Approved Template Message instead of Regular Message.
2. Click the Select WhatsApp Template button.
3. A list of approved templates (synced from your Meta Developer Account) will appear.
4. Search and select the template you want to use.
5. Fill in the required fields for the template (if applicable).
6. Click Done to save the selection.

Once selected, this template will be used as an automated welcome message.

Step 5: Setting Up an Off-Hours Message
The Off-Hours Message is sent to users who message you outside of your working hours.

To set this up:

1. Turn on the toggle switch for Off-Hours Message.
2. Click Configure to set up your response.
3. Follow the same steps as for the Welcome Message, either using a Regular Message or a Pre-Approved WhatsApp Template.

The only difference is that the Off-Hours Message is sent when a user messages you outside of your defined working hours.

Step 6: Defining Working Hours

Step-by-Step Guide to Selecting Time

1. Enable Working Hours for a Specific Day
   • Turn ON the toggle for the day you want to configure (e.g., Monday).
2. Open the Time Picker
   • Click on the Start Time field.
   • A clock-style time picker will appear, as shown in the image.
3. Select the Hour
   • The time picker first asks you to select the hour.
   • Click on the desired hour (e.g., 9 for 9:00 AM).
   • After selecting the hour, the clock will switch to minute selection.
4. Select the Minutes
   • Use the clock dial to choose the minutes (e.g., 00 for 9:00 AM).
   • If you need a specific minute, select accordingly.
5. Choose AM or PM
   • At the top of the dialog, you will see options for AM or PM.
   • Select AM if your business opens in the morning (e.g., 9:00 AM).
   • Select PM if your business opens in the afternoon (e.g., 3:00 PM).

1. Confirm the Selection
   • Click the OK button to finalize the time selection.
     
     
     
     
     
2. Set the End Time
   • Repeat the same steps for the End Time field.
   • Ensure the end time is later than the start time.
   • Example: If your business hours are 9:00 AM to 6:00 PM, select 6:00 PM for the End Time.
     
3. Save the Changes
   • Once you have set both Start Time and End Time, click the Save button.
   • Your working hours for that day are now updated.

Example Scenario​

Example 1: Setting Business Hours from 9:00 AM to 6:00 PM

• Turn ON the toggle for Monday.
• Click the Start Time field and select 9:00 AM.
• Click the End Time field and select 6:00 PM.
• Click Save to confirm.

Example 2: Setting Different Hours for Weekdays and Weekends

• Monday to Friday: 9:00 AM - 6:00 PM
• Saturday: 10:00 AM - 2:00 PM
• Sunday: Closed (keep toggle OFF)