To access your centralized hub for managing conversations that were assigned to you, click the Inbox icon from the Navigation sidebar menu and select Your Inbox.

In this section we are going to focus on the conversation space. In particular in the top bar and the conversation thread.

Top Bar

At the top, you'll find the phone number of the customer or lead you're currently interacting with, along with five intuitive action buttons designed to streamline your conversation management.

Prioritize: The Star button lets you manually mark conversations as a priority.

You can easily find all priority conversations by using the Sort By menu located below of the customer phone number you're engaging with.
Export Conversation: Generate detailed conversation records by exporting them in CSV or PDF format . You are able to observe and monitor conversation action events too.
Snooze: Snoozing a conversation will temporarily remove it from your open conversations list for a set period of time. Then, when the snooze period ends the conversation will reopen.

By clicking on the Snooze button, you are able to choose how long you’d like your conversation to be snoozed for (1 day, 1 week, or 1 month), and the conversation will move from the Open List to the Snoozed List.
Assign: To direct the conversation towards the most suitable individuals, assign it to the appropriate Agent or Team within your company who can provide the most effective assistance.

To ensure a timely and effective response, you can quickly delegate conversations to the most qualified agents or teams. For that, click on the Assign button to assign or unassign an Agent or Team to the conversation.

The Details tab, which is located in the right panel of the chat when using the Inbox, provides immediate insight into a conversation that is assigned to an agent or team.
Close: After successfully resolving a conversation you can close it in the Inbox.

By clicking on the Close button, the conversation will move from the Open List to the Closed List where it will stay unless you manually reopen it.

Conversation Thread

Moving on to the conversation thread the questions and replies from the customer always appear on the left while over on the right you will see your replies. You ‘ve also seen the conversation details in between. These are called conversation events. They help tell the story behind the conversation and give you more context about the event which tells us what type of actions you applied in the conversation.

Tag Message & Conversation

Another action you can take before you respond is tagging a conversation. It is a great way to identify trends and topics in the conversations that your agent or team receives. That is, a good support team goes beyond simply resolving individual customer issues. They proactively leverage the power of conversation tagging to uncover trends, prevalent topics, and emerging patterns within customer interactions. Over time, this meticulous tagging process accumulates a rich repository of valuable insights, readily accessible for future analysis and strategic decision-making. Enabling them to address customer needs proactively and effectively.

For example, tagging messages or conversations with general tags like "Bug" or “Error" transforms customer feedback into a searchable knowledge base, enabling you to see messages and conversations about both topics and make decisions.

To effectively tag messages, follow these simple steps:

Identifying the message you want to tag in a conversation and click on the Ellipsis icon, a pop-up menu will be displayed. Select the Tag Message option to continue.
In this menu you can search for tags you have created or add new ones to categorize messages or conversations effectively.

To effectively tag conversations, follow these simple steps:

From the Details tab, which is located in the right panel of the chat when using the Inbox, click on the Tags option and select the + Add Tag button to continue.
A pop-up menu will be displayed. In this menu you can search for tags you have created or add new ones to categorize messages or conversations effectively.

To learn how to create a tag go to the Creating and Manage Tags section.

Assign Conversation Attributes

The conversation attributes help you to collect data about a conversation in a structured format, so you can easily analyze it and identify trends.

For our example, we defined the “Bug Priority” conversation attribute, and added three list attribute options (High, Normal, Low), based on the type of priority to be assigned to the bug when creating the conversation attribute.

To assign the attribute to the conversation, from the Details tab, which is located in the right panel of the chat, click on the Attributes option. It will display each conversation attribute together with the list attribute options. Select the best attribute option that fits the conversation.