Understanding the Inbox & Lead Management

Manage conversations, track leads, and keep your team aligned — all from one place.

What is livechat in ihakimi?

The live chat is where all your conversations appear.

No matter where a message comes from WhatsApp, Instagram, email, or other channels, everything is collected in a single dashboard.

You don’t switch platforms
You don’t lose conversations
You don’t miss leads

What Happens When a Message Comes In

Here’s how it works in real usage:

• A user sends a message

Then:

• It appears in your Live Chat
• Automation or a flow may respond
• The conversation gets updated
• Your team can step in when needed

Example Flow

User sends: “book”
→ Flow starts
→ User shares details

Now inside your Live Chat:

• You can see the full conversation
• You have the user’s details
• The lead is ready for follow-up 

This is where conversations turn into actionable leads

What You Can Do Inside Live Chat

Live Chat is not just for replying, it’s where you manage everything.

1. Reply to Conversations

• Send messages manually
• Continue conversations after automation
• Handle complex or high-value queries 

2. Assign Conversations to Your Team

• Route chats to the right person
• Manage workload
• Ensure faster follow-ups

Example:
High-intent lead → assign to sales team

3. Track Conversation Status

Organise chats using status:

• Open
• Pending
• Resolved

This helps you stay in control of every conversation.

4. Add Internal Notes

Leave notes for your team without the customer seeing them.

Example:
“Interested in premium package, follow up tomorrow”

5. Tag Conversations

Categorise users using tags like:

• New Lead
• Interested
• Pricing Inquiry
• Repeat Customer

Helps in tracking and filtering later

6. Search & Filter Chats

Quickly find conversations using:

• Name
• Keywords
• Tags
• Status

Lead Management Inside ihakimi

This is where ihakimi goes beyond just conversations.

Every interaction can become a trackable lead.

How Leads Are Captured

Leads usually come from:

• Keyword-based automation
• Flows (step-by-step conversations)
• Manual interactions

Example:

User completes a flow →
Shares name + requirement →
Lead is captured

How Leads Are Managed

Once captured, you can:

• Tag the lead
• Assign it to a team member
• Move it into a pipeline stage
• Follow up when needed

Pipelines (Tracking Your Leads)

Pipelines help you track where each lead stands.

Example pipeline:

• New Lead
• Contacted
• Interested
• Converted

Each conversation can be moved through these stages

This helps you:

• Track progress
• Avoid missing follow-ups
• Improve conversions

How Live Chat, Automation & Flows Work Together

This is the complete system:

Message comes in (Live Chat)
→ Keyword triggers (Automation)
→ Flow collects details (Flows)
→ Lead is tagged and stored
→ Team follows up (Live Chat)
→ Lead moves in pipeline

This is how conversations turn into real business outcomes

Pro Tips

• Assign high-intent leads quickly
• Use tags to stay organised
• Keep your pipeline simple at the start
• Always define the next step for every conversation
• Follow-ups are key to conversion

Common Mistakes to Avoid

• Not assigning conversations
• Ignoring pipeline tracking
• Not tagging leads properly
• Using Live Chat only for replying (and not managing leads)

What to Do Next

Now that you understand Live Chat and lead tracking:

Set up Keyword-Based Automation to handle incoming queries
Use Flows to capture structured lead data
Track and convert leads using pipelines and follow-up