Engage Digital | Intro to Inbox view

As discussed in Navigation and layout for Agent, the Inbox and Tasks view are the two operational modes that agents and supervisors can use to manage interactions from all digital channels and social media platforms. Here, we will discuss the specific elements of the Inbox view that you can use to perform tasks.
 
The Inbox view is one of the operational modes that agents can use to respond to customer messages from different channels and various social media platforms. 
 
The Inbox view is signified by a folder icon, located in your left navigation bar. While some elements of the Inbox and Tasks view may differ, please note that one similarity between them is that an agent can use some of the same message action items in Inbox view that are also available in Tasks view.  However, the message action items that are available to you depends on how your admin configured your access.
 
Similar to an email inbox, an agent can use the Inbox view to look up a message using the search function or looking through the mailbox folders via the left panel. The mailbox folders available to you are created and configured by your admin in the admin interface.
 
They can also engage with customers, sort messages, and perform other action items that make it efficient for organizing messages and resolving awaiting tasks. 

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 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.
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