Custom Views
The Views feature in the Inbox allows you to categorize and organize your chats dynamically, enhancing focus and productivity. It provides two key perspectives:
- Conversations View – Organizes chats based on conversation type or status.
- Teams View – Groups conversations based on team assignments.
These views allow users to quickly access relevant chats, ensuring efficient management and collaboration.
To toggle between Views:
- Navigate to Inbox from the left-hand menu.
- Use the options under the Conversations or Teams headings in the sidebar to switch views.
This view focuses on organizing chats by conversation type or status, allowing users to streamline their daily workflow.
- Key Categories:
- Open: All active conversations that are yet to be resolved.
- My Inbox: Conversations assigned specifically to the logged-in user.
- Waiting for Customer: Conversations where the last message was sent by the agent and awaits a customer reply.
- Unread: All new messages that haven't been viewed yet.
- Assigned to Me: Conversations explicitly assigned to the agent.
- Assigned to ChatBot: Chats currently being handled by automated bots.
- Mentions: Conversations where the user has been mentioned.
- Best Use Cases:
- Prioritization: Quickly access and focus on specific conversations like "Unread" or "Assigned to Me."
- Monitoring: Use the "Waiting for Customer" category to keep track of chats that need follow-up.
This view allows conversations to be grouped based on team assignments, enabling streamlined collaboration and better visibility into team activities.
- Key Categories:
- Displays a list of all teams such as "Customer Service," "Sales," or "Marketing."
- Each team shows the number of ongoing conversations assigned to them.
- Best Use Cases:
- Team Coordination: Helps managers monitor team workloads and reassign chats to balance tasks.
- Collaboration: Agents can focus on conversations within their designated team.
The Inbox includes robust filtering options to narrow down chats in both views. You can filter by:
- Status: Open, closed, or any other custom-defined states.
- Search in Messages: Search for specific keywords in conversations.
- Tags and Labels: Organize chats based on custom tags or labels.
- Assigned To: Filter by agent or team assignments.
- Channels: Narrow down conversations by source, such as WhatsApp, Facebook Messenger, or Instagram.
- Messaging Window Closing In: Identify chats where the Meta 24-hour messaging window is about to close.
Located at the top of the Inbox, the search bar allows users to find specific conversations quickly. It supports searches by name, keywords, or tags.
You can switch between Open and Closed chats using the toggle at the top of the Inbox. This helps segregate resolved cases from active conversations.
The + (plus button) at the top-right corner of the Inbox lets agents send message templates directly to a client. Simply:
- Select a contact or add a new one.
- Choose the messaging channel.
- Send a pre-approved template.
- Conversations View Use Cases:
- An agent wants to focus on chats awaiting responses under the "Waiting for Customer" category.
- A support lead monitors unresolved issues under "Open."
- Teams View Use Cases:
- A manager tracks workload distribution across teams, ensuring no team is overloaded.
- Agents collaborate within their assigned teams by focusing solely on the conversations listed under their group.
- Customize Filters: Use the filters to refine your view and focus on the most critical conversations.
- Regularly Check Unread Chats: Ensure no customer messages are missed by frequently reviewing the "Unread" section.
- Monitor Messaging Window Closures: Use the "Messaging Window Closing In" filter to handle conversations before the Meta 24-hour window expires.
- Leverage Teams View for Collaboration: Assign and monitor chats within specific teams for seamless communication.
1. How do I switch between Conversations and Teams views? You can toggle between these views using the sidebar in the Inbox. Select categories under Conversations for type-based organization or under Teams for team-based grouping.
2. Can I customize the filters for each view? Yes, filters are customizable in both views, and you can save frequently used filter settings.
3. What happens when the Meta 24-hour messaging window closes? After the 24-hour window closes, you will no longer be able to send freeform messages. However, you can send pre-approved message templates to re-initiate the conversation.
4. Is there a way to bulk assign conversations? No, you have to manually assign each chat manually from Contact Details if needed.
5. Can I see conversations assigned to a chatbot in Teams View? No, chatbot assignments are visible in the "Assigned to ChatBot" category under Conversations View.