Engage Digital | Intro to Inbox
As discussed in Navigation and layout for Agent, the Inbox and Routing mode are the two operational modes that agents and supervisors can use to manage interactions from all digital channels and social media platforms. Here, we will discuss the specific elements of the Inbox that you can use to perform tasks.
The Inbox is one of the operational modes that agents can use to respond to customer messages from different channels and various social media platforms.
The Inbox is signified by a folder icon, located in your left navigation bar. While some elements of the Inbox and Routing mode may differ, please note that one similarity between them is that an agent can use some of the same message action items in Inbox that are also available in Routing mode. However, the message action items that are available to you depends on how your admin configured your access.
Similar to an email inbox, an agent can use the Inbox to look up a message using the search function or looking through the mailbox folders via the left panel. The mailbox folders available to you are created and configured by your admin in the admin interface.
They can also engage with customers, sort messages, and perform other action items that make it efficient for organizing messages and resolving awaiting interactions.
Mailbox folders
The mailbox folders are customized and created by your admin. It can be sorted according to their entry points, theme, status, team, or categorization. You can access your mailbox folders by selecting Inbox via the left-hand navigation bar. Here, you can access and navigate between your mailbox folders in the left panel.
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.
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