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

# Inbox Introduction

> Inbox Product Overview and Features Overview

## Overview

YCloud Inbox is a real-time chat tool based on WhatsApp. Customer service and sales teams can use it to build closer relationships with customers, easily handle inquiries, solve problems, and collect feedback. Inbox provides detailed analytics reports to help you make data-driven management and decision-making.

## Powerful Inbox features

| Feature | Description |
| - | - |
| **Shared inbox** | Talk with your customers and your team from one place. Communicate internally and resolve customer inquiries efficiently. |
| **Agent assignment** | Enable multiple human agents on the same WhatsApp account and automatically assign online support agents to customers, ensuring customer needs are responded to and resolved quickly. |
| **Customer data** | The chat window supports convenient customer information recording and viewing, providing rich customer context and segmented data for team support, so every customer feels that you really understand them. |
| **Analytics reports** | Rich supported statistical dimensions let you understand your support team's performance through automatically generated reports and discover new ways to improve management. |
| **Rich media message support** | Inbox integrates with Meta's official WhatsApp Cloud API. You can send and receive emojis, videos, audio, files, and location information to and from customers. |
| **Easy integration** | YCloud Inbox is an open customer service workspace that provides APIs and webhooks to help you integrate other applications or customer service bots. |

## More efficient customer service

| Feature | Description |
| - | - |
| **Advanced filtering** | Use filtering by contacts and common attributes to find target customers or locate target conversations more efficiently. Improve work efficiency. |
| **Canned response** | In customer conversations, easily add and use pre-created template replies so your team can answer customer questions quickly and accurately. |
| **Automatic welcome message** | Automatically send a preconfigured welcome message when your customer opens a conversation. Leave a good first impression on customers. |
| **Icebreaker messages** | When you chat with a user for the first time, the user can see your customized clickable icebreaker prompt. |
| **Auto-reply** | Set up auto-replies when a conversation has not been assigned to an agent, or when an agent has not responded within the specified time. More timely feedback improves the customer experience. |
| **Custom working hours** | Set support working hours, and conversations can be prioritized to AI Agent during non-working hours. |


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