Support Inbox

Getting Started with Support Inbox

The Support Inbox is your central hub for managing all customer interactions. Whether customers reach out through your website chatbot, email, or other channels, everything appears in one unified interface.

Inbox Layout

The inbox is divided into several key areas:

• Conversation List: View all active and recent conversations
• Message Thread: Read and respond to individual conversations
• Customer Profile: Access customer information and history
• Quick Actions: Common responses and workflow shortcuts

Managing Conversations

Conversation States

Each conversation can be in one of several states:

Taking Over from Bot

When a customer needs human assistance, you can seamlessly take over the conversation:

1. Receive a notification when escalation is needed
2. Review the conversation history and context
3. Click "Take Over" to join the conversation
4. Continue helping the customer with full context

Features & Tools

Canned Responses

Save time with pre-written responses for common inquiries. Create, edit, and organize your team's most-used responses for quick access during conversations.

File Sharing

Share documents, images, and other files directly in conversations. Support for common file types including PDFs, images, and documents up to 10MB.

Conversation Notes

Add internal notes to conversations for team coordination. Notes are visible only to your team and help maintain context across agent handoffs.

Tags & Categorization

Organize conversations with custom tags and categories:

• Priority levels (High, Medium, Low)
• Department routing (Sales, Support, Billing)
• Issue types (Bug Report, Feature Request, Question)
• Custom tags for your workflow

Team Collaboration

Agent Assignment

Assign conversations to specific team members based on expertise, availability, or workload distribution. Set up automatic routing rules for efficient handling.

Team Notifications

Configure notifications to keep your team informed:

• New conversation alerts
• Escalation notifications
• SLA breach warnings
• Customer satisfaction scores

Performance Tracking

Monitor team performance with built-in analytics:

• Response time metrics
• Resolution rates
• Customer satisfaction scores
• Agent workload distribution

Automation & Workflows

Auto-Assignment Rules

Set up rules to automatically assign conversations based on:

• Customer location or language
• Conversation topic or keywords
• Agent availability and expertise
• Priority level or VIP status

SLA Management

Define and track service level agreements:

• First response time targets
• Resolution time goals
• Escalation triggers
• Automatic follow-up reminders

Mobile Support

Access your support inbox on the go with our mobile-optimized interface. Respond to customers from anywhere while maintaining full functionality.

Mobile Features

• Real-time message notifications
• Quick response shortcuts
• Voice message support
• Offline message queuing