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 view may consist of customized mailbox folders and entry points folders. Entry points or sources refers to the different digital, social media channels that are managed within the platform. An entry point 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 Tasks view is how messages are grouped together in folders and how messages are routed to agents. Unlike the Inbox view, where mailbox folders can be customized and grouped according to sources and your preference, the Tasks view mailbox folders are grouped according to the workflow status of the message. To learn more, visit Intro to Tasks view