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Andrzej Bieda
Written by Andrzej Bieda

Inbox interface overview

How to use the Inbox interface and chat with your customers


You can find the Inbox in the main navigation menu.

Now let's take a look at the interface of the Inbox and see how you can use them.

Message box

In the bottom center you can find the message box, below the chat thread. This is where you write your messages. If you want to add an internal note, you can switch to this mode.

In the bottom right part of it you can find more options you can use:

Default replies

You can create and save message templates to use them across your conversations.

Attachments 

You can upload a file and send it via chat. 

Emoji 

Show emotions in your messages, if you want 🙂 

Knowledge base articles 

Pick the article from your Knowledge Base and send it in the conversation.

GIFs 

Make your conversations enjoyable for your customers.

Filtering conversations

Search

Use search to find specific conversations by typing in a keyword, or user email, etc.

Status 

In the upper left corner, below the Search field, there is a drop-down menu that allows you to filter the threads displayed in the window:

  • All - showing all conversations

  • Open - showing ongoing conversations

  • Closed - showing closed conversations

  • Snoozed - showing calls put on hold for a given period of time

  • Automated - showing conversations with only messages that you've sent automatically

  • Archived - showing archived conversations

Assignment 

Browse conversations by whom they are assigned to:

  • Uunassigned

  • Assigned to agent group

  • Assigned to a specific agent 

You can set and modify the assignment of the currently viewed conversation in the upper part of the conversation.

Filter by channel 

You can filter conversation by the channel they were sent through.

  • All channels – all conversations

  • Chat widget – conversations sent via chat on your website

  • Email – conversations sent via email

  • API – conversations sent via API

  • Mobile – conversations sent from your mobile app

  • Facebook Messenger – conversations sent via Facebook Messenger

User profile

The entire right part is dedicated to the user you are talking to. You can find all the information about the user, including latest conversations, company info, user info, etc.

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