Inbox view, signified by a folder icon, can also be accessed via the left nav bar. Unlike Messages view, Inbox view enables agents to view and sort messages in mailbox folders that are organized according to which digital channel, theme, team, or categorization they came from. Please note that these mailbox folders are created and customized by your admin according to your needs. For example, your admin might create separate mailbox folders from various channels like Facebook, Twitter, and Instagram.
In addition, similar to an email inbox, agents can use the search bar to look up messages in Inbox view. Agents are also equipped with action items or buttons that help them do things like categorize messages, reply to customers, and mark interactions as complete