Inbox interface overview
How to use the Inbox interface and chat with your customers
You can find the Inbox in the main navigation menu.
Now let's take a look at the interface of the Inbox and see how you can use them.
Message box
In the bottom center you can find the message box, below the chat thread. This is where you write your messages. If you want to add an internal note, you can switch to this mode.
In the bottom right part of it you can find more options you can use:
Default replies
You can create and save message templates to use them across your conversations.
Attachments
You can upload a file and send it via chat.
Emoji
Show emotions in your messages, if you want 🙂
Knowledge base articles
Pick the article from your Knowledge Base and send it in the conversation.
GIFs
Make your conversations enjoyable for your customers.
Filtering conversations
Search
Use search to find specific conversations by typing in a keyword, or user email, etc.
Status
In the upper left corner, below the Search field, there is a drop-down menu that allows you to filter the threads displayed in the window:
All - showing all conversations
Open - showing ongoing conversations
Closed - showing closed conversations
Snoozed - showing calls put on hold for a given period of time
Automated - showing conversations with only messages that you've sent automatically
Archived - showing archived conversations
Assignment
Browse conversations by whom they are assigned to:
Uunassigned
Assigned to agent group
Assigned to a specific agent
You can set and modify the assignment of the currently viewed conversation in the upper part of the conversation.
User profile
The entire right part is dedicated to the user you are talking to. You can find all the information about the user, including latest conversations, company info, user info, etc.