How to Manage Inbox
The Inbox feature helps to manage customer conversation, monitor agents and bot conversations – everything at one place.
Steps to manage inbox
- Choose 'Inbox' option from the menu
Three sections will be displayed - My Inbox, Team Inbox & All.
- My inbox
The conversations routed by the bot to a live agent is displayed under my inbox. An agent needs to switch on availability button for a conversation to be routed.
Agents can respond to the customer query. Once the conversation ends agents can close the ticket, add tags, subtags for better identification of the conversation later.
- Team Inbox
Team inbox lets the admin view the conversations of other live agents with customers. With this feature monitoring becomes easier.
Under 'All' one can find the customer conversations, customer interactions with other agents and bot conversations as well. This feature helps in tracking performances of bots and live agents along with customer experience.
For more information, visit here.