FAQ - Inbox

If you are already in your inbox, you can send a message by simply clicking the blue pencil button at the top of the screen, then filling in the relevant fields such as recipient, communication channel and subject.
​

Alternatively, you can also message directly from Contacts. Simply select the contact you would like to message and then press New conversation.

When in your inbox, make sure you are viewing Open conversations. Then simply select the conversation you would like to mark as Done and click on the tick mark in the top right. When you click on Done, the conversation will be marked as done and you will no longer see the conversation in Open.
​

In the inbox view, select the Done section of conversations. Then simply click on the conversation you would like to re-open and press the Open button (the one that looks like a file drawer). The chat will then be moved back to the Open section of conversations.
​

In the Inbox view, select the conversation you would like to assign. Then select the Assign button in the top right and select the teammate you would like to assign the conversation to in the dropdown menu.

In your inbox, select the conversation you want to export, then press the three dots in the top right and click export.

You can then configure how you would like to export the file in the pop-up window, as either a direct download or via an email.

Alternatively, you can also share a conversation by pressing the Copy link button and pasting the URL.

To edit/customise your channel, go to Settings > Inboxes and then select the channel you would like to edit by clicking on it.
​

The ensuing pop-up window will then show the fields that you can edit/access, namely:

To move a message channel to another mailbox, select Settings > Inboxes > The inbox currently hosting the channel you wish to move. Then select the three dots next to the channel you want to move, hover over move channel and then select the inbox where you would like to move the channel to.

When you are in the conversation you would like to add a note to, simply press the Note button in the textbox field.

The textbox will now become yellow. It's useful to remember that any time the background of a message is yellow, it's an internal note (not visible to the customer).

You can also directly tag a teammate with your note by selecting the @ symbol in the textbox and write the colleague you would like to tag.

To filter the conversations you view, you can first create a View in the Conversations sidebar.

Simply select Create view, then add a Name and select the filter you would like to apply (e.g. filter for a specific label, read status and inbox). Then press Save.

Any custom views you have created will then appear in the sidebar. Clicking on the View will then filter conversations in your inbox to only those that match its parameters.

Making sure you are in the Inbox view, and in the Inboxes section of the sidebar, select New Inbox.

After that, all you have to do is add a title for the new inbox (as well as a description, although this is not mandatory).

A message is considered processed for everyone once it has either been read by a user and then either assigned, replied to or marked as done.
​

If a message has been read but not yet assigned or edited, a red notification indicator will still appear next to it. This signals that further action may be required.
​

As a result, if you read a message without assigning or responding to it, the message will continue to appear as unread to other users.
​

The number of unread messages is shown individually for each user and is indicated by the red notification symbol in the inbox or by the numbers in the conversation sidebar.

While in the conversation you would like to move, click the three dots in the top right-hand corner. Then you can simply hover over Move to and select the inbox you would like to move the conversation to in the dropdown menu.