Folders can be sorted according to their entry points, theme, status, team, or categorization. You can access mailbox folders by navigating Inbox via the left-hand navigation bar and selecting a mailbox folder.
The Inbox may consist of customized mailbox folders and entry points folders. Channels refers to the different digital, social media sources that are managed within the platform. A channel is associated with an account on a digital platform such as Twitter, Facebook, email, or webpage chat.
For example, if a customer sent a message using Instagram, that message would appear under the Instagram folder. In addition, your admins can create and customize your folders so that you can respond to customers and categorize messages easily.
The main difference between Inbox and Routing mode is how messages are grouped together in folders and how messages are routed to agents. Unlike the Inbox, where mailbox folders can be customized and grouped according to sources and your preference, the Routing mode folders are grouped according to the workflow status of the message. To learn more, visit Intro to Routing mode.
When a new message is received, it will be routed to its designated folder. For example, new chat messages from Facebook are routed to the Facebook channel folder. Look up a message by scanning through the mailbox channel folder or by using the search function and filters.
To better manage and organize messages, you can use message action items to perform tasks such as categorize messages, mute messages, and more.