Intro to Inbox
The Inbox and Routing mode are the two operational modes that agents and supervisors can use to manage digital interactions such as chat, email and social media
The Inbox is signified by a folder icon, located in your left navigation bar.
The Inbox mode allows agents to respond to all customer messages from different entry points and social media platforms.
Note: Available message actions depend on how your admin configured your access.
Inbox mode allows you to:
- Look up messages using the search function
- Look up messages using mailbox folders
- Engage with customers
- Sort messages
- Perform action items to organize messages and resolve interactions
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 channel folders. Channels refer 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 X/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 channels 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.
Using the Inbox from a Mobile device
Agents can choose to access the Inbox from a mobile device. The navigation and message actions in the Inbox are performed on mobile devices using similar controls compared to the standard browser interface described in Managing messages in Inbox. There are navigational differences and feature limitations in search, message management, and attachment support. See Managing messages from a mobile device.
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Using the Inbox from a Mobile device