Managing Messages with the Inbox

The inbox is the central hub for all your communications. Understanding how to organize and respond to messages efficiently can save time and improve customer satisfaction.

1. Grouping Conversations

• Automatic Threading: When a reply shares the same subject or conversation ID, the system automatically groups them.
• Manual Grouping: Drag and drop messages into a conversation thread if the system fails to recognize them.
• Benefits: Keeps related messages together, reduces clutter, and provides context for each reply.

2. Handling Unread Messages

• Unread Indicator: Unread messages are highlighted in bold. Clicking opens the message and marks it as read.
• Bulk Actions: Select multiple messages and use the bulk‑mark‑as‑read button to clear the list quickly.
• Filters: Use the “Unread” filter to view only messages that need attention.

3. Human vs. Automated Replies

• Tagging: Automated replies are tagged with Auto; human replies carry Human.
• Response Time: Automated messages are sent instantly; human responses may take minutes or hours.
• Escalation: If an automated reply is unsatisfactory, the system can flag the conversation for a human agent.

4. Best Practices

• Prioritize: Address urgent tickets first by sorting on priority or time stamps.
• Templates: Use canned responses for common questions to maintain consistency.
• Follow‑Up: Set reminders for follow‑up if a conversation remains open beyond the SLA.

5. Conclusion

By mastering grouping, unread handling, and reply distinctions, you can streamline your workflow and deliver faster, more accurate support.