Inbox

10min
The Inbox Settings module in Sanoflow centralizes message management by offering tools for categorization, automation, and customization. These settings allow businesses to streamline conversations across multiple channels, ensuring quick and efficient customer interactions.
Navigate Here
To access the Inbox Settings, follow these steps:
Log in to your Sanoflow dashboard.
From the left-hand menu, select Settings.
Under Platform, choose Inbox.
Key Features
Conversation Categories
Purpose: Group conversations for better organization.
Options:
Enable or disable categories.
Mark categories as required or optional.
Example Categories: Appointment Confirmations, Business Enquiries, Jobs, Suppliers.
Automation Features
Auto Remove Labels: Automatically remove assigned labels after a specified time (in hours).
Auto Close Conversations: Set conversations to close after a defined time period (e.g., 24 hours).
Unread & Assigned Conversation Email Alert: Notify users of pending conversations at intervals such as 15 minutes, 30 minutes, 1 hour, etc.
Saved Replies
Purpose: Create reusable responses for frequently asked questions.
Example Replies:
Clinic Timings
Insurance Details
Post-appointment follow-ups.
Labels
Purpose: Add visual indicators to conversations for easy identification.
Customization: Choose label names and colors to suit your needs.
Tags
Purpose: Add specific metadata to categorize conversations beyond labels.
Example Tags: Service #1, Old Patient, Laser Treatment.
Practical Use Cases
Customer Support Efficiency:
Auto-close resolved inquiries after 24 hours to maintain inbox cleanliness.
Internal Coordination:
Use labels like "VIP Customer" or "Supplier" to prioritize important conversations.
Follow-Up Automation:
Create saved replies for appointment confirmations or post-visit reviews to save time.
Email Alerts for SLAs:
Set unread conversation alerts to ensure team members don’t miss critical queries.
Tag Management for Reporting:
Use tags like "Ortho" or "Botox" for advanced filtering and reporting.
Best Practices
Define Clear Categories and Labels:
Ensure your team agrees on consistent usage to avoid confusion.
Regularly Update Saved Replies:
Tailor responses to common customer questions and update as business priorities evolve.
Use Automation Wisely:
Leverage auto-close and auto-remove functions to declutter without losing key data.
Monitor SLA Alerts:
Use alerts for accountability and ensure all messages are addressed within a reasonable timeframe.
Combine Labels and Tags:
Labels can be used for internal organization, while tags can support external reporting and campaigns.
FAQs
Can I create categories for different departments? 
Yes, you can set up categories for departments like Sales, Support, or Billing, ensuring all conversations are routed effectively.
What happens if auto-close is set to 0 hours? 
Conversations will remain open indefinitely unless closed manually.
Can tags and labels be used interchangeably? 
No, tags are for metadata and reporting, while labels provide a visual indication for quick identification.
How many saved replies can I create? 
There’s no limit. You can create as many saved replies as needed to support your workflows.
Are conversation categories visible to customers? 
No, categories are for internal organization and management purposes.
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Updated 06 Jan 2025
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