Engage Digital | Message action items in Inbox

Last updated on January 23, 2022
Message action items can be used to respond to customer messages, transfer interactions, edit replies, and more. While some elements of the Inbox and Routing mode may differ, some message action items you see in Inbox can also be available in Routing mode.
 
It’s important to be familiar with these action items so you can respond to customers and categorize their messages efficiently. The options below may or may not be available for you depending on how your admin configures your permissions. 
 
In the Inbox, to access the action items for a message, simply hover over the message in the message thread panel at far right and the action items will appear to the left of the message. 
 
You can also hover over the top right corner under your agent initials to reveal action items for the entire conversation.
Message action items in Inbox view
The following list includes some action items that might be available to you:
  • Engage: Indicated by a rightward arrow and square icon, this allows you to reply to a message. This action will reopen cases that are already closed or solved.
  • Reply: Indicated by a leftward arrow icon, this allows you to reply to an email message. Once clicked, the Reply window for the email will open. This action item is only applicable to email responses.
  • Ignore: Indicated by an archive icon, this ignores all future messages in the same message thread.
  • Mute: Indicated by a speaker and x mark icon, this mutes all future messages in the same message thread.
  • Approve: Approves a message before sending it to the customer. This only applies to messages that require supervisor approval.
  • Edit: Allows you to edit sent messages in the message thread window.
  • Categorize thread: Indicated by a tag icon, this allows you to categorize the message and move to a different folder. Once clicked, the Categorize window will pop-up where you can select a category. 
  • Cancel case: Cancels a case if no action is required.
  • Defer: Indicated by a clock icon, this delays a response to the message for a specified time period.
  • Assign: Assigns the case to another agent.
  • Reassign: Reassigns the case to another agent.
  • Transfer: Indicated by a rightward icon, this transfers the message to another team or agent.
  • Solve: Indicated by a check mark icon, this marks the case as solved.
  • Print thread: Indicated by a printer icon, this lets you print or save a copy of the entire thread. Read Printing a thread for more information on this feature.
  • View audit log: Indicated by a notepad icon, this opens the Audit log window, which displays all messages and activity for all cases.
  • Lock thread: Indicated by a lock icon, this will close and lock the message thread. You can’t reply to a locked thread.
  • Unlock thread: Indicated by a lock icon, this unlocks the message thread.
  • Change language: Allows you to switch to a different language setting. Once clicked, the Message language edition window will open up where you can select your preferred language.
  • Ask an Expert: Allows you to consult an Engage Digital expert for help with a customer’s concern. Read Ask an Expert for more information on this feature.
  • Extra actions: Allows you to see other action items that you can do for a message. Some of the action items enumerated above can be accessed here, depending on how it’s configured by your admin.

Additional message action items

  • Publish: Publishes content on a digital channel. If selected this will publish content on digital channels such as chat, Facebook, Twitter, etc.
  • Unpublish: Unpublishes content posted on a social media digital channel.
  • Follow: Follows the customer and see their content feed.
  • Unfollow: Unfollows the customer. 
  • Like: Likes the message.
  • Unlike: Unlikes a liked message.
  • Retweet: Retweets a customer’s tweet.
  • Permalink: Redirects you to view the message on its source platform.

Engaging with a message

By selecting Engage on a message, you assign the message to yourself and can reply. When replying to a message where you can answer with different accounts, there is a dropdown immediately following the From field, where you can select an account to use in the reply. 
  1. Navigate to Inbox via the left-hand navigation bar.
  2. Select the preferred mailbox folder from the left panel.
  3. Click on a message you want to respond to and the message thread will appear in the far right panel.
  4. Hover over the message and click the Engage rightward arrow and square icon.
  5. Enter your response in the message window.
  6. Click Send.
Each message has a status indicating whether it has been processed or not. Once you click the Engage rightward arrow and square icon, the message status changes from New to Assigned. This prevents other agents from working on the same message.
 
Within a message thread, you can filter messages based on the agent or identity for a message.
Message filtering based on agent or identity.

 

Message options

When replying to a message, there are icons under the reply text box next to the Send button. The same pop-up and options are available to you when you Reply or Reply privately for channels such as email, Facebook, and Twitter. 
 
You can use the following options when replying to a message:
  • Emoji: Indicated by a smiley face icon, this allows you to add an emoji to your replies by selecting one from the pop-up window.
  • Attach file: Indicated by a paperclip icon, this allows you to add an attachment by selecting a file from your computer.

    The attachment will be private when sending it through certain channels. A private attachment means that the URL to the attachment contains a JWT token which will expire. For more details, see Sending an attachment to a customer.
  • Schedule publication: Indicated by a clock icon, click this to schedule the date and time of message publication
  • Reply assistant: Indicated by a feather pen icon, click this to enable the reply assistant, which will appear to the right of the Reply window. The reply assistant allows an agent to reply quickly to a customer with knowledge base replies and similar question replies. 
  • Request approval: Indicated by a person icon, this allows you to request approval from a supervisor before sending. The request approval icon will grey out once activated.

Viewing comments on a conversation

Agents can add comments to a conversation that are only visible to the agent. An agent can view the comments associated with a conversation by selecting a comment icon displayed in the messages. Selecting the comments icon opens the identity panel where the comments can be viewed.
Comments in conversation
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