Engage Digital | 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 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
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 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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