Engage Digital | Intro to Inbox

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. 
The Inbox mode allows agents 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, 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.
Note: The message action items that are available to you depend on how your admin configured your access.
Like an email inbox, Inbox mode allows an agent to do the following:
  • Look up message using the search function
  • Look up messages using mailbox folders
  • Engage with customers
  • Sort messages
  • Perform action items to organize messages and resolve 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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