Email tickets vs. live chats
Depending upon the business use case, Inbox can be configured to handle email tickets or live chat. Few comparasions of email vs. chat are mentioned below:
| Live chat | Email tickets |
|---|---|
| Synchronous form of communication | Asynchronous form of communication |
| In this case, the bot user is actively present in the bot (WhatsApp bot, web bot, etc.) and is expecting a response to the raised queries in real time | This allows customers/ brands that are using the bot to provide support for a lot of customers in a situation when they are not required to respond instantaneously |
| Inbox live agents are immediately available to provide support and resolve these queries in a short period (10-20 minutes) | Industry practices could be to respond in a few hours or days |
| Expect immediate responses. Since a lot of queries are handled in a short span, SLAs are imposed expecting live agents to meet a target | This allows the brand to handle more volume of queries and provides the freedom to provide a delayed response depending upon the capacity |
Attachments supported in Inbox
- The image extensions supported in Inbox are jpeg, jpg, png, gif, and svg. You can upload multiple images in a chat, with a total size of up to 50 MB.
- The file extensions supported in Inbox are jpeg, jpg, png, gif, pdf, txt, doc, ppt, docx, pptx, xls, xlsx, csv, tsv, zip, json, mp4, mp3, 3gp, and mov. You can upload multiple files in a chat, with a total size of up to 25 MB.
note
In some systems (e.g., Windows), 1MB is considered 1000KB, while in others, 1MB is 1024KB.