Inbox
How the inbox works
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How the inbox works
Last updated
Was this helpful?
All conversations are kept in the Inbox section of the platform (1).
On the inbox page, the left sidebar (2) is used for filtering the conversations. The top-most menu items ("All", "New", etc.) are the inbox filters. One of these is always selected. After that come the facets. Facets can be clicked to provide their filtering on top of the inbox filter. For example, clicking the "PWA" channel will only show conversations that are held over the PWA channel. In the above screenshot, "Teams" and "Countries" are two tag groups that are configured under "Settings" -> "Studio".
If there are more conversations in the conversation list (3) than fit the screen, then scrolling down will load more. Additional filtering can be done with the search field at the top. See for more detailed information on searching.
The operator that assigned him- or herself to the conversation will see the conversation in the "Mine" inbox whereas his or her colleagues will see this conversation in the "Assigned" inbox.
Conversations that get escalated will be moved from "Automated" to "New". The studio will notify all operators assigned to this inbox so that one of the operators can be either using "Assign to me" (4) or "Assign to …" (5).
The operator that is assigned can now this conversation and start responding. When done she can the conversation and decide to either to someone else or the conversation (6).
