Inbox Tab

This is what the inbox section looks like. We shall provide a brief breakdown of each of the 17 key sections.

1. Clicking in the hamburger menu (first section) of this part (the three lines marked above) will redirect you to your dashboard.

    2. On the Upper left corner is the name of the active bot. You can always change the bot involved by using the drop-down button.

    3. In the third section, you can choose between All conversations, Conversations assigned to the bot, and Conversations assigned to humans. This determines the messages you see in your inbox depending on whether they are being handled by humans or your bot.

    4. In the fourth section you can search for a word or username, add a contact, or filter conversations by channel, assignments, status, or More options like Conditions.

    5. In the fifth section you can see the user's name and assign an administrator or remove the assignment from the conversation manually. Likewise, when the conversation is automatically assigned to an administrator, it will be displayed here.

    6. In the sixth section you can mark the conversation for follow-up, mark a message as unread, archive a conversation, block a contact, or manually delete a contact.

    7. In the seventh section you can view the information related to the user, which consists of custom fields and/or system fields, previously captured, which are used to track information of interest.

    8. In the eighth section you can view the information related to a particular user's Pipelines and quickly see what stage they're in. You can also manually add information to this feature from 'Add New'. This section will appear in your inbox once you have added opportunity boards.

    9. In the ninth section you can add or view Notes related to the user for internal team management. The user will not see these notes.

    10. In the tenth section you'll be able to see the Media and Files shared by the user in the chat. These can be documents, images, or videos.

    11. In the eleventh section you can view the Tags that have been applied to that particular user automatically or manually. You can add tags manually by clicking on the arrow and selecting the corresponding tag.

    12. In the twelfth section you can view whether the user is Subscribed to a drip campaign. You can subscribe or unsubscribe them manually by clicking on the arrow.

    13. In the thirteenth section you can view the Error log related to that particular user. 

    14. In the fourteenth section you can view the Flows or Steps Executed, which gives you an overview of the user's journey within the bot.

    15. In the fifteenth section you can view, by clicking, all the Actions Executed by the bot as the user progresses. This will allow you to see the values of the custom fields set, activated functions, applied tags, and many details of interest.

    16. In the sixteenth section you can view all the available options to manually Add Content within the message for the user. Below are some options:

• Hamburger menu: Allows you to select Send Flows, Create a schedule, Insert an emoji, Insert a saved reply.

• AI Reply Suggestion: Allows you to share with the user a response suggested by artificial intelligence related to the user's question. This suggestion is fed by the business information provided in the default agent.

• Microphone: Allows you to send voice notes.

• Clip: Allows you to attach files such as documents, images, or videos.

Now that you're familiar with all 17 sections of the inbox, you have the tools to effectively manage conversations, monitor user interactions, and leverage both automated and manual features to provide exceptional customer service.