Messages
Your messages will be visible on the left side of the Inbox Module. Here, you will see the Open and Resolved conversations, and the ones that are currently handled by Milly, the AI-powered chatbot.
You will see that there are specific filters that can categorize the incoming messages based on who the conversation is assigned to. This can be
- assigned to you,
- to a team that you are part of,
- unassigned,
- or you can check out all the incoming messages.
At the bottom, you will see the relevant incoming messages that are waiting to be answered.
In addition, you can also see the people who sent you the message, and if there is a green dot next to their initials on the left, it means that they are online and available for chat.
Conversation
The middle of the Inbox consists of the specific conversation you chose from the list on the left. Here, you will see the whole conversation history with the incoming and outgoing messages, both for emails and chat messages.
If you want to set the conversation to Resolved, there are two ways you can do that.
- You can click on the Resolve button on the top right corner of the page.
- Or, you can type in your answer and click on Send and Resolve, which automatically sends the message to your contact and sets the conversation to Resolved with just one click.
Saved Replies
If you can add canned responses, that is, Saved Replies to your Inbox, which are the most common templates you use in your messages. This will save you time whenever you need to type in common answers or messages. You will simply have to insert the Save Reply and send the message immediately.
You can manage your Saved replies if you click on the Save replies button. Here, you can
- insert the desired message.
- or add new replies you will use in the future,
- or you also have the option to edit existing replies.
Note
You can insert notes into the conversations, which will only be visible to you and your teammates. Simply
- select the Note option on the top of the text box,
- type in your note,
- and click on Send.
Sending Messages
Once you type in the message you want to sent to the recipient, you have the option to
- Send: Send the message, and the conversation will remain in the Open section.
- Send and Resolve: The message will be sent to the recipient, and the conversation will automatically moved to the Resolved section.
Contact Information
On the right side of your Inbox, you can see all the relevant information about your contacts in the selected conversation. This includes:
- Details: You can check the contact information with all the relevant data
- Activity: You can check out the different sites your customers visited in the past
- Custom Actions: where you can set up different actions to manage your customer's account
- Related Contacts: where all other customers related to the contact are listed (e.g., customers that are working for the same company)
- Related Conversations: where all the conversations are listed that are related to the current conversation opened in the inbox from the same recipient.
If you want to find out more about the features of the Inbox, visit this page.
