Communication > Inbox - Omoplata Docs

Every message to your club lands in the Inbox: emails, WhatsApp, Facebook Messenger and Instagram direct messages. Your team sees them in one place, sees who is writing, and replies straight from Omoplata.

Connecting channels

You connect each channel once. After that its messages arrive in the Inbox on their own.

Channel	How to connect it
Email	Connect an email account
WhatsApp	Set up WhatsApp
Messenger and Instagram	Settings > Integrations, section Facebook & Instagram, Continue with Facebook. Log in with an account that manages your club's Facebook page. You can connect an Instagram professional account linked to the page at the same time.

The profile picture shows which channel a message came through. Use Filters to see a single channel.

Views

On the left you choose what to see:

View	What's in it
Unanswered	Conversations nobody has replied to since the last message. Start here.
All conversations	Everything that is open.
Assigned to me	What someone handed to you.
Not recognised	Senders Omoplata hasn't matched to a person yet.
Snoozed	What comes back later.
Done	Closed conversations. If the person writes again, they reopen on their own.

Below them are your email folders and your Labels.

Who is writing?

Next to the conversation you see who is writing: member, lead or Not recognised.

Emails are matched by address: to members, to leads and to parents who signed their child up for a trial class.
WhatsApp, Messenger and Instagram are not matched automatically. New chats first appear under Not recognised, with the name from the profile.

You match an unknown sender once:

Match to existing – the person is already a member or lead.
Create lead from this contact – a new enquiry.

If Omoplata finds someone who might fit, it shows Maybe this is with the reason, e.g. a slightly different email address or the name in the message. Nothing is linked until you click. The match also applies to every later message from that sender.

A WhatsApp chat from an unknown number, with the buttons Create lead from this contact and Match to existing on the right — An unknown sender shows as “Not recognised”. On the right you match them or turn them into a lead.

Replying

You reply in the text field below the conversation, through the same channel the message came in on.

WhatsApp: if someone wrote to you in the last 24 hours, you reply freely. Below the field you see when the reply window closes. Once it is closed, WhatsApp only allows approved templates, and Omoplata shows Choose template. When the person writes again, the window opens again.

A WhatsApp chat with a closed reply window and the button Choose template — After 24 hours without a message, WhatsApp only allows a template.

Messenger and Instagram: a 24-hour reply window applies here too. There are no templates. Once the window is closed you can only add an internal note until the person writes again.

Every WhatsApp message shows its status: one grey tick = sent, two grey = delivered, two blue = read. If something went wrong it says Not delivered. Hover over it to see why.

Write with AI

If your club has accepted the AI terms, Write with AI drafts a reply and Improve with AI reworks your text. You read it and send it yourself.

Working as a team

Assign – hand the conversation to a colleague.
Internal note – only your team sees it, never the person who wrote.
Snooze – the conversation comes back at the time you pick, e.g. tomorrow morning, or earlier if the person replies.
Done – if the person writes again, the conversation reopens on its own.
Labels – your own markers, e.g. “Call back” or “Kids”. They work on conversations and emails.

Starting a new conversation

Email: click Compose at the top left.
WhatsApp: click the pen icon (New WhatsApp message). Enter the phone number and choose an approved template. After sending, the chat opens.

You can't start a conversation on Messenger or Instagram. There you reply when someone writes to you.