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Help Center › Admin Settings › Leads › Social & ChatbotSocial & Chatbot: Inbox Setup, Routing & Human Handover The Social and Chatbot module connects your CRM to social messaging channels and an automated chatbot, enabling leads to be captured, qualified, and routed without manual intervention. When a prospect requires human attention, the handover system transfers the conversation to the right staff member with full context preserved. This guide covers inbox setup, chatbot routing rules, and the human handover workflow. Prerequisites: The Social Connector and Chatbot modules must be enabled by an admin. You need valid access tokens and webhook URLs for each social channel to be integrated. Users managing the inbox require Social Inbox permissions. Lead creation automations should be configured before enabling auto-capture. Quick Steps SummaryConnect social channels via Social Connector > Integrations Set inbox ownership and assignment routing rules Define chatbot intent paths and map answers to lead fields Set handover trigger conditions for escalation to human staff Review incoming leads and monitor conversation logs 1. Social Inbox Setup The social inbox aggregates incoming messages from connected channels (e.g. Facebook Messenger, WhatsApp, Instagram DM) into a single queue. Setting it up correctly ensures no message is missed and conversations are assigned to the right team member automatically. Navigate to Social Connector: Go to Social Connector > Integrations. You will see a list of supported social platforms available for connection. Connect a social channel: Click Connect next to the desired channel (e.g. Facebook Page). You will be redirected to the platform's OAuth authorisation page. Grant the required permissions (read messages, send messages, manage page). After authorising, you are returned to the CRM and the channel shows as Connected. Configure webhook details: Some channels (e.g. WhatsApp Business API) require a webhook URL and verification token to be entered in the platform's developer settings. Copy the webhook URL and token from the CRM integration panel and paste them into the platform's settings. Test the webhook connection using the platform's test tool. Set inbox ownership: Assign a default inbox owner (team or staff member) who receives unassigned incoming conversations. This person is responsible for triaging new messages and routing them to the appropriate handler. Configure assignment logic: Set rules for automatic assignment — e.g. round-robin across available staff, assignment based on the lead's existing owner, or keyword-triggered routing. Validate message sync: Send a test message from the connected social account. Verify it appears in the CRM inbox with the correct source tag, timestamp, and sender profile linked or created. Tip: Enable Auto-create Lead on new conversations so that every first message from an unknown contact automatically generates a lead record in the CRM, tagged with the correct social source channel. 2. Chatbot Routing Rules The chatbot handles first-touch conversations by guiding prospects through a structured question flow, capturing key information, and routing them to the right next step — all without requiring staff involvement. Open the chatbot flow builder: Navigate to Chatbot > Flows or Chatbot > Automation. Click New Flow to create a new conversation path. Define intent paths: Create question nodes for lead capture — typical paths include: New Enquiry (captures name, service interest, contact details), Existing Client Support (captures account email, issue type), and FAQ (provides static answers to common questions). Map chatbot answers to CRM lead fields: For each answer collected by the chatbot (e.g. the user's phone number), configure the field mapping to save it to the corresponding lead field (e.g. Phone). This ensures structured data is captured in the CRM, not just in a chat transcript. Set fallback behaviour: Configure what happens when the chatbot cannot understand a user's input or encounters an intent outside the defined flow. Typical fallback options include sending a default "I'll connect you with a team member" message and triggering a human handover, or offering a menu of predefined options. Test the flow: Use the chatbot preview tool to walk through the flow end-to-end. Verify that all field mappings save correctly to a test lead record and that the fallback triggers as expected. 3. Handover to Human Support When a chatbot conversation reaches a complexity level beyond its scope — or when a prospect specifically requests a human — the handover feature transfers the conversation to staff with the full transcript visible. Define handover trigger conditions: Navigate to Chatbot > Handover Settings. Configure the conditions that trigger a human handover: user types "speak to a person", sentiment detection threshold, certain keywords, specific intent paths, or after N failed understanding attempts. Assign the handover queue: Specify which staff queue or individual receives handover conversations. This can be the inbox default owner or a specific escalation queue for urgent cases. Review the handover notification: Staff assigned to the handover queue receive a notification (push, email, or in-app) when a new conversation is transferred. Ensure notification preferences are set correctly for the assigned team. Accept and continue the conversation: The staff member opens the conversation in the inbox. The full chatbot transcript is visible above the conversation input, providing complete context without the need to ask the prospect to repeat themselves. Log transcript and source: Ensure the final conversation transcript and source channel are saved to the lead or client record. This provides a complete interaction history for the account team. Response Time: Handover conversations should be picked up within your defined SLA. Set a maximum handover response time and configure an escalation alert if the conversation sits unattended beyond that threshold. Common Issues Issue Cause Fix Social channel not receiving messages in CRM Webhook verification failed or token expired Re-authorise the integration and re-enter the webhook token in the platform settings. Duplicate leads from same user No deduplication rule configured Enable duplicate detection on email/phone under Setup > Leads > Deduplication. Chatbot field mapping not saving Incorrect field ID or mapping not saved Review each answer node mapping and ensure it is saved correctly before publishing the flow. Handover not being received by staff Notification permissions disabled or wrong queue assigned Check notification settings for the handover assignee and verify queue assignment. Related Articles Leads: Create, Follow Up & Convert Communications: Templates & Follow-Ups Admin Settings: Roles & Permissions Workflow: Social & Chatbot Lead Capture