Engage Digital | Engaging with a message in Inbox

Last updated on January 23, 2022

Table of contents

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 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.
Message filtering based on agent or identity.

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. The icon is displayed only on the messages of the opened conversation. Selecting the comments icon opens the identity panel where the comments can be viewed.
Comments in conversation
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