Frequently Asked Questions
Here are the key questions businesses and teams usually ask when they start using Zentrova Omni Inbox to handle WhatsApp, Facebook Messenger, and Instagram conversations from one workspace.
What is Zentrova Omni Inbox?
Zentrova Omni Inbox is a shared communication workspace that allows a team to manage customer conversations from multiple channels, including WhatsApp, Facebook Messenger, and Instagram, from one dashboard.
Which channels are supported?
The current software is designed to support WhatsApp, Facebook Messenger, and Instagram, with an architecture that can also support email or additional channels when enabled.
Can multiple team members use the same inbox?
Yes. Conversations can be assigned to specific users, managed by supervisors, and tracked through statuses such as open, pending, and closed.
Can I see which channel a message came from?
Yes. The inbox is intended to show clear channel indicators so your team can tell whether a conversation originated from WhatsApp, Facebook Messenger, or Instagram.
Do I need to connect Meta separately?
Yes. Facebook and Instagram messaging depend on the related Meta app configuration, permissions, webhook setup, and the successful connection of the relevant page and Instagram professional account.
Why are webhooks important?
Webhooks allow the system to receive new message events in real time. Without correctly configured webhooks and permissions, incoming conversations may not appear in the inbox immediately.
Can the platform store contact details?
Yes. The system can maintain contact records, message history, assignment notes, and related support details that help your team keep context across conversations.
Is customer data secure?
The application is designed to protect connected channel credentials and operational data using environment-based configuration, controlled access, and validation of incoming webhook requests.
Can I remove or update a conversation?
Yes. Depending on the role and permissions configured for your workspace, authorized users can update contact details, change conversation status, assign team members, or remove conversations where that workflow is enabled.
Who should I contact if I need help?
Please contact your workspace administrator or the official Zentrova support contact used for your deployment, setup, or channel integration management.