# Helpdesk

- [Getting Started](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/getting-started.md): The Omni-Channel Platform for Stellar Customer Support
- [Creating an LC Account](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/getting-started/creating-an-lc-account.md): This step-by-step guide will walk you through the process of setting up a new account on LimeChat.
- [Creating an Account: Shopify](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/getting-started/creating-an-account-shopify.md): ​Follow the following steps to connect your Shopify account to LimeChat.
- [Inboxes](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes.md): Inboxes in LimeChat Helpdesk allow businesses to manage conversations across multiple communication channels efficiently.
- [WhatsApp Inboxes](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/whatsapp-inboxes.md): Learn how WhatsApp Business API inboxes help businesses streamline customer communication, enhance engagement, and drive growth through automation and CRM integration.
- [360Dialog WhatsApp Inbox: Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/whatsapp-inboxes/360dialog-whatsapp-inbox-setup-guide.md): To onboard WhatsApp Business API via LimeChat, ensure you have a valid phone number, a complete Meta Business Manager with an active website, and a credit card (for direct payments).
- [WhatsApp Catalog: 360Dialog](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/whatsapp-inboxes/360dialog-whatsapp-inbox-setup-guide/whatsapp-catalog-360dialog.md): Set up and connect product catalogs to your WhatsApp Business API account. Uploading inventory to Facebook, linking catalogs to WABA, and enabling commerce features for seamless product messaging.
- [CloudAPI WhatsApp Inbox: Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/whatsapp-inboxes/cloudapi-whatsapp-inbox-setup-guide.md): This guide walks you through setting up a Meta Developer Account, creating a WhatsApp Cloud API Inbox on LimeChat, and configuring webhooks for seamless messaging.
- [Sinch WhatsApp Inbox: Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/whatsapp-inboxes/sinch-whatsapp-inbox-setup-guide.md): This guide provides step-by-step instructions for setting up a WhatsApp API Business Account using Sinch on LimeChat.
- [Facebook & Instagram Inboxes](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/facebook-and-instagram-inboxes.md): Seamlessly integrate Facebook and Instagram with LimeChat to manage all social media conversations from a single Helpdesk.
- [Live Chat Inboxes](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/live-chat-inboxes.md)
- [Add Web Widget](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/live-chat-inboxes/add-web-widget.md): Follow this step-by-step guide to add a Website Widget in LimeChat CRM for seamless customer interactions.
- [Website Widget Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/live-chat-inboxes/website-widget-setup-guide.md): Learn how to customize and configure the LimeChat Website Widget for an optimized chat experience on both mobile and desktop.
- [Email Inboxes](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/email-inboxes.md)
- [Gmail Inbox: Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/email-inboxes/gmail-inbox-setup-guide.md): Set up your Email Inbox in LimeChat to manage customer emails directly from the Helpdesk. This guide walks you through adding an email channel and configuring forwarding from Gmail.
- [How to Define Forwarding Rules in Gmail and Outlook](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/email-inboxes/gmail-inbox-setup-guide/how-to-define-forwarding-rules-in-gmail-and-outlook.md): Set up email forwarding rules in Gmail and Outlook to control which emails get forwarded to external systems.
- [Outlook Inbox: Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/email-inboxes/outlook-inbox-setup-guide.md): By following this guide, you can easily connect your Outlook account to LimeChat and manage your emails through the LimeChat Helpdesk.
- [Voice Calling Inboxes](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes.md): LimeChat’s Voice Inbox Channels integrate with leading providers to enable seamless customer calls directly within the CRM.
- [Exotel WebRTC](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes/exotel-webrtc.md): The Exotel WebRTC integration empowers users to manage all inbound and outbound calls directly within the LimeChat CRM, eliminating the need for mobile phone
- [Exotel WebRTC Calling - Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes/exotel-webrtc/exotel-webrtc-calling-setup-guide.md): This document outlines the steps required to set up an Exotel WebRTC channel on LimeChat CRM.
- [Steps for Adding Collaborators on WebRTC Exotel](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes/exotel-webrtc/exotel-webrtc-calling-setup-guide/steps-for-adding-collaborators-on-webrtc-exotel.md): Learn how to properly add and link agents for Exotel WebRTC integration within LimeChat CRM to ensure seamless calling functionality.
- [Exotel WebRTC Calling: Feature Description](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes/exotel-webrtc/exotel-webrtc-calling-feature-description.md): Learn how to use Exotel WebRTC integration in LimeChat to manage inbound and outbound calls directly within the CRM—without the need for mobile phones.
- [Exotel Cellular](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes/exotel-cellular.md): This integration facilitates the Virtual Number/IVR cellular calling solution, offering seamless connectivity and efficient call management.
- [Exotel Cellular Calling - Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes/exotel-cellular/exotel-cellular-calling-setup-guide.md): This document outlines the steps required to set up an Exotel VoIP channel on LimeChat CRM.
- [Exotel Cellular Calling- Feature Overview](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes/exotel-cellular/exotel-cellular-calling-feature-overview.md): Efficiently manage inbound and outbound calls within LimeChat using Exotel integration. Receive real-time call notifications, track call states, and automatically generate voice tickets.
- [Knowlarity WebRTC](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes/knowlarity-webrtc.md): This section has the following articles
- [Knowlarity WebRTC Calling: Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes/knowlarity-webrtc/knowlarity-webrtc-calling-setup-guide.md): Learn how to set up and use Knowlarity WebRTC integration within LimeChat CRM for seamless inbound and outbound calls without the need for mobile phones.
- [Knowlarity WebRTC Calling: Feature Description](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes/knowlarity-webrtc/knowlarity-webrtc-calling-feature-description.md): Learn how to use Knowlarity WebRTC integration in LimeChat to manage inbound and outbound calls directly within the CRM—no mobile phones needed.
- [Knowlarity Cellular](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes/knowlarity-cellular.md): This section contains the following article
- [Knowlarity Cellular Calling- Feature Overview](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/inboxes/voice-calling-inboxes/knowlarity-cellular/knowlarity-cellular-calling-feature-overview.md): Set up and manage Knowlarity Voice Inbox in LimeChat to handle inbound and outbound calls efficiently. Configure the inbox with API credentials, assign agents, and sync phone numbers
- [Tickets](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets.md): This section will cover all the topics related to managing tickets on the LimeChat platform.
- [Ticket Creation](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/ticket-creation.md): Discover how to create and manage Email and WhatsApp (WA) tickets directly from LimeChat CRM.
- [Understanding 'Tickets'](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-tickets.md): This section will cover all the topics related to managing tickets on the LimeChat platform.
- [Ticket States](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-tickets/ticket-states.md): Understanding the state of a ticket is crucial for effective resolution and communication. To learn more about ticket states, click here.
- [Using Ticket States](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-tickets/using-ticket-states.md): Understand the Ticket Status Lifecycle in LimeChat CRM and how conversations progress through different states.
- [Defining Ticket lifecycle](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-tickets/defining-ticket-lifecycle.md): Optimize your customer support workflow with Auto-Resolve, Auto-Close, and Auto-Alert settings in LimeChat CRM.
- [Ticket Bucketing Overview: All, Mine and Queued Explained](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-tickets/ticket-bucketing-overview-all-mine-and-queued-explained.md): This section tells you how are tickets categorised on the basis of whether they are assigned to an agent or not.
- [Understanding Ticket Assignment](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-ticket-assignment.md): This document explains how our Round Robin and Load Balancing ticket assignment algorithms work, their benefits, and when to use each one.
- [Advanced Search](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/advanced-search.md): Easily locate tickets with Advanced Search in the tickets section of LimeChat CRM. This two-step search process allows users to refine searches by selecting categories.
- [Understanding & Utilising "Tags"](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-and-utilising-tags.md): LimeChat's tagging capability is a powerful tool designed to help you manage and understand your interactions more effectively.
- [How to add tags to conversations?​](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-and-utilising-tags/how-to-add-tags-to-conversations.md): LimeChat enables seamless tagging of conversations through automated bot tagging and manual agent tagging
- [How to add tags to contacts](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-and-utilising-tags/how-to-add-tags-to-contacts.md): LimeChat’s Contact Tagging feature enables agents, sales teams, and marketers to categorize and manage customer interactions effectively.
- [Email Ticket Merging](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/email-ticket-merging.md): Merge duplicate or related tickets into a single primary ticket for better management, improved agent productivity, and seamless customer interactions.
- [Understanding Custom Ticket Fields](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-custom-ticket-fields.md): LimeChat’s Custom Ticket Fields allow you to capture and categorize unique ticket details, enhancing support efficiency and data-driven decision-making.
- [Understanding Groups on WhatsApp API Business Accounts](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-groups-on-whatsapp-api-business-accounts.md)
- [Using Groups on WhatsApp API Business Accounts](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/tickets/understanding-groups-on-whatsapp-api-business-accounts/using-groups-on-whatsapp-api-business-accounts.md)
- [Contacts](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/contacts.md): This section has the following articles:
- [Manage Contact Details](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/contacts/manage-contact-details.md): The Contacts Section in LimeChat allows you to access and manage all customer contacts across inboxes efficiently.
- [Search in Contacts](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/contacts/search-in-contacts.md): The Search in Contact Pages feature in LimeChat’s CRM enables users to quickly locate customer information using multiple identifiers.
- [Accessing Previous Tickets](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/contacts/accessing-previous-tickets.md): The Accessing Previous Tickets feature in the CRM allows users to view historical ticket information associated with a specific contact.
- [Analytics](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/analytics.md): The Analytics Page is a powerful tool designed to provide insights into ticket management and distribution.
- [Ticket Overview](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/analytics/ticket-overview.md): LimeChat’s Ticket Overview provides a detailed breakdown of ticket distribution and statuses, helping teams monitor and optimize support operations.
- [Agent Analytics](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/analytics/agent-analytics.md)
- [Agent Performance](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/analytics/agent-analytics/agent-performance.md): LimeChat’s Agent Performance Section provides an in-depth evaluation of agent efficiency through key metrics like First Response Time (FRT), Resolution Time, Ticket Assignment, and SLA Compliance.
- [Agent Attendance](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/analytics/agent-analytics/agent-attendance.md): The Agent Attendance Section provides a detailed overview of agent availability and activity status. It includes key metrics, a detailed table for individual agent data.
- [Agent Wise Conversation States Table](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/analytics/agent-analytics/agent-wise-conversation-states-table.md)
- [Agent and Ticket Analytics FAQ's](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/analytics/agent-and-ticket-analytics-faqs.md): This section contains some frequently answered questions
- [Bot Analytics](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/analytics/bot-analytics.md): LimeChat’s Bot Overview & CSAT Analytics provide critical insights into bot efficiency, automation levels, and customer satisfaction.
- [Sales Analytics](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/analytics/sales-analytics.md): The Sales Analytics Page offers a detailed view of sales and revenue performance through two subpages:
- [Sales Overview](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/analytics/sales-analytics/sales-overview.md): LimeChat’s Revenue Analytics provides in-depth insights into how bot interactions and outbound campaigns drive sales.
- [Sales Insights](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/analytics/sales-analytics/sales-insights.md): The Sales Insights Page in the Analytics section offers comprehensive data on sales performance and customer engagement.
- [Settings](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings.md): This section has the following articles:
- [Business Hours: Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/business-hours-setup-guide.md): The Away Message feature in LimeChat ensures that customers who reach out outside of business hours are informed about your team's availability.
- [User Roles: Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/user-roles-setup-guide.md): By following this guide, you should be able to easily add and manage agents in your LimeChat dashboard.
- [User Concurrency](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/user-roles-setup-guide/user-concurrency.md)
- [Team: Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/team-setup-guide.md): The Conversation Concurrency setting determines the number of active conversations an agent can handle at a time.
- [Ticket Assignment: Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/ticket-assignment-setup-guide.md): This document explains how our Round Robin and Load Balancing ticket assignment algorithms work, their benefits, and when to use each one.
- ["Tags": Creation and Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/tags-creation-and-setup-guide.md): The Tags feature in LimeChat allows users to categorize contacts and conversations efficiently for better organization and tracking.  How to Create Tags:\\
- [Custom Ticket Fields: Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/custom-ticket-fields-setup-guide.md): The Custom Ticket Fields feature in LimeChat enables teams to capture tailored data, enhancing support workflows and reporting.
- [Hierarchical Custom Fields](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/custom-ticket-fields-setup-guide/hierarchical-custom-fields.md)
- [Service Level Agreements](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/service-level-agreements.md): A Service Level Agreement (SLA) in the context of customer support, SLAs outline the maximum timeframes within which agents should respond to and resolve customer inquiries or issues.
- [Automation Rules](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/automation-rules.md): To streamline your automation process within the platform, you have the flexibility to customize specific triggers, conditions, and actions.
- [Managing Customer Satisfaction Score (CSAT)](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/managing-customer-satisfaction-score-csat.md): CSAT (Customer Satisfaction Score) is a key performance indicator (KPI) that measures how satisfied customers are with a product, service, or interaction. Businesses use CSAT scores to track customer
- [Agent CSAT: Setup and activation](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/managing-customer-satisfaction-score-csat/agent-csat-setup-and-activation.md): Activating Customer Satisfaction Rating (CSAT) on WhatsApp
- [Canned Responses](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/canned-responses.md): Canned Responses are pre-saved reply templates that agents can use to quickly respond to customer queries.
- [Shopify Connect: Setup Guide](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/shopify-connect-setup-guide.md): Configuring Order Management Permissions the actions that your agents should be allowed to perform
- [Message Templates](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/message-templates.md): Creating WhatsApp Message Templates
- [Recommended Templates for WA Marketing](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/message-templates/recommended-templates-for-wa-marketing.md): Here are some amazing templates to get you started with your campaigns!
- [Getting Templates approved](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/message-templates/getting-templates-approved.md): This page has the following articles
- [Meta Cloud API](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/message-templates/getting-templates-approved/meta-cloud-api.md): Creating WhatsApp Message Templates via Meta Cloud API
- [GupShup Enterprise](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/message-templates/getting-templates-approved/gupshup-enterprise.md): Getting WhatsApp Message Templates Approved for Gupshup Enterprise Account
- [Understanding User Roles](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/understanding-user-roles.md): This section contains information about user roles in Limechat's CRM
- [Desktop Notifications](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/settings/desktop-notifications.md)
- [Integrations](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/integrations.md)
- [Freshdesk](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/integrations/freshdesk.md): Seamlessly create and manage Freshdesk tickets within LimeChat CRM for enhanced support efficiency and real-time conversation tracking.
- [Kapture](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/integrations/kapture.md): Effortlessly sync tickets, automate resolution tracking, and manage conversations within LimeChat CRM using Kapture's API integration.
- [Zendesk](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/integrations/zendesk.md): Streamline ticket management by syncing statuses, automating resolution tracking, and managing conversations directly from LimeChat CRM.
- [Zohodesk](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/integrations/zohodesk.md): Automate ticket resolution tracking, sync conversations, and manage customer support efficiently by integrating ZohoDesk with LimeChat CRM.
- [Unicommerce](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/integrations/unicommerce.md)
- [Shopify Integration Permission](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/integrations/shopify-integration-permission.md): A structured overview of the permissions granted to LimeChat upon app installation, ensuring seamless integration with your Shopify store.
- [LimeChat × LeadSquared — Integration Scope](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/integrations/limechat-leadsquared-integration-scope.md)
- [Shopify Connect](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/shopify-connect.md): Manage Shopify Orders from within our Help desk by leveraging our Shopify Integration
- [Create a New Shopify Order](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/shopify-connect/create-a-new-shopify-order.md): In this document, we will go through the process of creating an order through LimeChat's Helpdesk.
- [Cancel a Shopify Order​](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/shopify-connect/cancel-a-shopify-order.md): In this document, we will go through the process of cancelling an order on through LimeChat's Helpdesk. We will explain how to cancel an order based on its payment status.
- [Edit an order​](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/shopify-connect/edit-an-order.md): This document provides instructions and detailed information on how you can edit an order through LimeChat Help Desk
- [Refund an order​](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/shopify-connect/refund-an-order.md): This document will guide you through the process of refunding an order directly through LimeChat's helpdesk.
- [Share Products & Order Details](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/shopify-connect/share-products-and-order-details.md): This guide will walk you through the process of making product recommendations and sharing order details using LimeChat's Helpdesk.
- [Shopify Connect FAQ's](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/shopify-connect/shopify-connect-faqs.md)
- [LimeChat Wallet](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/limechat-wallet.md)
- [Fixing the "Primary Thread Owner" Issue with Instagram CRM Integration](https://limechatai.gitbook.io/limechat-product-guide/helpdesk/fixing-the-primary-thread-owner-issue-with-instagram-crm-integration.md)


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