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Getting Started

This guide gives you a quick orientation to Interline so you can start handling client messages right away. It assumes your admin has already set up your account and connected your channels. If you're the admin, see the Admin Guide first.

Signing in

Open Interline in your browser and sign in with the email address your admin invited. On first sign-in you'll be asked to set your name and, optionally, a profile photo — this is what teammates see on internal comments and assignments.

The layout

Once you're in, the screen is split into three areas:

  • Left rail — switch between the three tools (Inbox, Broadcast, Keywords) and your settings.
  • Conversation list — the middle column, showing the messages in the currently selected mailbox.
  • Conversation / detail panel — the right side, where you read and reply to the selected conversation and see contact details.

What each tool does

Inbox is your shared workspace for incoming messages. Every email, text, and WhatsApp message from clients lands here. You can reply, assign conversations to teammates, tag them, leave internal notes, and close them when they're handled. This is where most agents spend their time — start with the Agent Guide.

Broadcast lets you send a single SMS or WhatsApp message out to a whole list of contacts at once — order reminders, holiday greetings, promotions. You can personalize each message with variables, preview it, schedule it, and save it as a template. See the Broadcast guide.

Keywords automatically replies when a client texts a specific word. For example, a client texting HOURS could get an automatic reply with your opening times, and texting SIGN ME UP could add them to a contact list. See the Keywords guide.

Your first five minutes

  1. Open the Inbox from the left rail.
  2. Find the Unread view to see what's waiting.
  3. Click a conversation to open it, then type a reply in the editor and send.
  4. When you reply to a new number, Interline will prompt you to save the sender's name to your contacts — do it so the conversation has a name instead of a phone number next time.
  5. When a conversation is fully handled, close it to take it out of the active queue.

That's the core loop. The Agent Guide covers everything in depth — mailboxes, sorting, tags, priorities, canned replies, internal comments, notifications, and more.

Channels recap

Interline speaks three channels: email, SMS (text), and WhatsApp. Most features work across all three, with a few exceptions noted in each guide (for example, rich formatting behaves differently on SMS than on email).