View your messaging history and respond to conversations
This module can be accessed from the side navigation menu under the menu item, Messages.
The Messages Module has 6 components:
The Inbox Sidebar is where you can select your preferred inbox view.
There are 3 possible inboxes to choose from:
There are 3 displays within the Standard Inbox:
All: Shows all conversations on the platform
Mine: Shows Contacts and conversations assigned to the User only
Unassigned: Shows conversations that havenât been assigned
This displays the inboxes of the various Teams in your Workspace, such as Sales, Marketing and Support.
Access to the Team Inbox is granted as below:
- Agents with the âView Contacts assigned to User onlyâ restriction are not able to view any Team Inbox
- Agents with unrestricted access or with the âView Contacts assigned to Userâs teamâ restriction are able to view their own Team Inbox
- Owners and Managers are able to view all Team Inboxes
This section shows all the Custom Inboxes created by the User or shared by other Users. There are two sub-sections:
Created by me: Shows all Custom Inboxes created by the User
Created by others: Shows all Custom Inboxes shared with the User
The blue dot indicator indicates a new incoming message in the relevant inbox. It disappears when the inbox is opened.
The blue dot indicator prioritizes inboxes as below for specificity:
Mine > Team > Unassigned > All
When a new message arrives in the Mine inbox, the blue dot will mark it accordingly without alerting the Team or All inboxes. The same principle applies throughout using this hierarchy.
The Open Conversation Count indicates the number of open conversations in an inbox.
The available Contact List depends on the selected inbox, as each has its own list of Contacts and conversations. By default, the Contact List is filtered by Open Contacts and sorted by Newest Message first.
Adjust the filters in the dropdown menu of the left tab to view Closed or Snoozed Contacts.
Adjust the Contact sorting method in the dropdown menu of the right tab.
There are 4 Contact sorting options:
Newest message: Sorts Contacts chronologically by newest messages to oldest messages
Oldest message: Sorts Contacts chronologically by oldest messages to newest messages
Longest Open/ Closed/ Snoozed: Depending on the chosen filter, sorts Contacts by the length of time their conversations have been opened, closed or snoozed, from the longest duration to the shortest
Shortest open/ Close/ Snoozed: Depending on the chosen filter, sorts Contacts by the length of time their conversations have been opened, closed or snoozed, from the shortest duration to the longest
The Contact List shown is based on the selected inbox. Standard and Team Inboxes refresh in real-time when a new inbox is selected or a new message is received. Custom Inboxes have to be manually refreshed by clicking the refresh button on the âLast updated X time agoâ banner at the top of the Contact List.
Any action related to Contacts starts with Contact selection. By default, the Contact List is filtered by Open Contacts and sorted by Newest Message first.
Agents can add individual Contacts from the Messages Module. To add a new Contact, click on the +Add Contact icon next to the Contact Sort, Search & Filter search bar.
When you hover over a message, the message metadata will be shown in a callout. The metadata consists of the message's sender and its status with a timestamp.
The message sender indicates how the message was sent.
When a Contact replies to one of your messages, the Messages Module will indicate the exact message they are referring to for context. Bear in mind that Reply-To Context is only applicable to incoming messages.
When you send a message to a Contact, you can check its delivery status by hovering your mouse over the message.
For each message sent to the Contact, there will be an indicator that indicates the status of the message. The statuses are described as followed:-
Message History will also keep track of important events, such as when a conversation was closed and by which source.
It is possible to trigger an event with a reference on supported Channels (Facebook, WhatsApp). References include tracking different links placed in different Channels or tying a Channel user to a session or account in an external app. A Conversation Opened or a Channel event can be triggered with a reference and the reference code will be stored with the event. For events that contain URLs as sources, the URL will also be stored and shown in the Messages Module.
Here is a quick guide on how to send messages to your Contacts.
New messages will appear in the contact list of the Messages Module. New Contacts will be unassigned by default.
Messages that are not supported will have a fallback display with Unsupported Message or Custom Payload text and Type (if available). Click Show More to view the JSON payload of this message.
Examples of Unsupported Messages are:
- Ads Events
- Line Flex Message
- Instagram Profile
- Instagram Avatar
- Telegram Poll
Assigning a Contact and closing a conversation work in tandem to help your team stay organized when dealing with an influx of conversations. Assign Contacts to specific agents and archive resolved conversations by closing them.
Contact Assignment and Closing a Conversation are designed to work together to reduce the workload of the agent and manager. There are a few key actions that happen automatically to achieve this:
- Anytime the platform receives a new message from a Contact with no open conversation, a new conversation will be opened for this Contact.
- Any Agent who responds to an unassigned Contact will automatically assign the Contact to themselves
- The Agent will remain assigned to the Contact after the conversation is closed
Refer to the below page for more information.
A Contact can be snoozed to temporarily exclude them from the Contact List. This can be done by clicking the alarm icon at the top right of the Messages Module and selecting the duration of the snooze.
Once the snoozed time is up, the Contact will reappear in the list again.
To un-snooze a Contact ahead of the specified time, click on the
timer-officon. They will immediately reappear in your Contact List.
On the rightmost column of the Messages Module, you can access the Contact Drawer of a selected Contact by clicking on any tabs in the vertical sidebar.
The vertical sidebar has 4 tabs:
The Contact Drawer will display the Contactâs information relevant to the tab you selected.
In this tab, you can access key information about the selected Contact such as their phone number, email, country and language. This information can be updated when necessary.
Read more about Contact Details here:
In this tab, you can find potential duplicate Contacts. All Contacts with the same phone number or email address as the selected Contact will be listed here.
Read more about Merge Suggestions here:
In this tab, you can find a list of channels connected to the Workspace with different indications.
Read more about Channels here:
In this tab, you can find all the internal comments and conversation events related to the selected Contact.
Read more about Activities here: