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Master omnichannel inbox

This guide will walk you through setting up your Inbox, enabling your team to work efficiently across all channels by routing the right conversations to the right people. Follow these steps to get up and running quickly.

Get to Know Your Inbox​

onboarding-inbox

Your Inbox is the central hub for all customer communications. Once your channels (live chat, direct message, social chat, email, etc.) are connected and your teammates invited, it’s time to decide where incoming conversations go, who handles them, and how fast you respond.

Organize Your Inbox​

Structure your inbox to suit your workflow.

Quick Conversation Filter​

onboarding-convo-filter

Use filters and views to ensure you’re always looking at what matters most. Sort conversations by:

  • Assigned Agent: See which agent is handling each chat.
  • Customer Labels: Filter by customer types for targeted follow-up.
  • Conversation Topics: Quickly find chats related to specific topics.
  • Channels: View conversations coming from different sources.

Conversation List​

onboarding-convo-list

Here, you manage your ongoing chats:

  • Search: Use keywords to find messages or search by customer name, email, or phone.
  • Sorting: Filter messages by the newest or oldest.
  • New Conversation: Start a new chat to proactively reach out to a customer.
  • Quick Actions: Easily close a conversation or mark it as unread with a click.

Conversation Details​

onboarding-convo-details

Clicking on a conversation reveals all messages exchanged with a customer:

  • View the customer's name and the channel they used.
  • Tag the conversation with a topic.
  • Quickly mark the conversation as done or flag it as spam.
  • Assign the chat to a specific agent.
  • Message input:
    • Send messages directly.
    • Add private notes visible only to your team.
    • Send canned response.
    • Attach multimedia files.
    • Send products from your store for a highly-converted conversation.

Customer Profile​

onboarding-profile

Located in the right-hand column, this section displays key customer information. Here you can:

  • Rearrange or hide fields to suit your needs.
  • View details like the customer’s shopping cart, order history, and browser activity.

Now you’ll have a well-organized Inbox to ensure that you never miss a customer message.