Quick start with Inbox
Helps you quickly familiarize yourself with the Inbox interface and the functions of each area.
Inbox Interface
Quickly understand the Inbox operation interface by area division.
Orange Area: Inbox Search and Filtering Area - By entering keywords or setting specific conditions, helps users quickly find conversations or messages, including:
Agent status: Set the current status as "Away" or "Available". When set to "Away", conversations are not automatically assigned (unless special settings in the assignment rules apply).
Search area: Basic search and advanced filtering to help quickly find target customer sessions.
Filter area: Quickly filter Inbox conversations by allocation status, conversation status, and tags.
Options: Data analysis, Inbox settings.
Green Area: Conversation List - Lists all conversations, allowing users to quickly switch and select which conversation to view or continue.
Purple Area: Chat Area - This is the main area where users communicate in real-time and send messages, displaying both parties' messages, including:
Conversation area: Displays the conversation content.
Message input area: Users input text, emojis, files, templates, etc., to be sent.
Operation area: Provides a series of agent-executable actions, such as marking as favorite, transferring conversations, etc.
Yellow Area: Customer Details - Displays detailed information about the user related to the current conversation, such as name, profile image, contact details, and allows adding tags and modifying contact attributes.
Inbox Search and Filtering Area
Helps users quickly find the desired conversations or messages.
Basic Search
Inbox supports searching historical chat records by phone number and name. Note that text-based search for conversations is currently not supported.
Operation guidance: Log in to YCloud Inbox > Click the search box at the top left > Enter name/number to search.
Quick Filter
Quickly filter Inbox conversations by allocation status, conversation status, and tags. Each category supports single selection only.
Advanced Filter
Inbox supports advanced filtering of conversations by combining single or multiple conditions, with multiple selections within conditions.
Click the button to the right of the search box at the top left to enable advanced filtering. Advanced filtering automatically carries over the selected basic filtering conditions and expands the dropdown to add more filtering conditions.
Adding Conditions
Select the conditions to filter by and set the filtering rules. After adding, you can continue to click "Add filter" to add more conditions.
The relationship between conditions is "and".
Deleting Conditions
Hover the mouse over the corresponding condition and click the cross to delete the added filtering condition.
Viewing Filter Results
View the filtered results in the conversation list.
Closing Advanced Filter
Click the advanced filter button again to close it.
Inbox Chat Area
Conversation Display Area
In Inbox, a "conversation" is the entire exchange process between you and a specific contact, including all content exchanged. A "message" is a specific piece of content sent or received during this exchange.
Since Inbox is linked to all WhatsApp numbers under the YCloud account, there may be multiple conversation windows for the same customer. Please distinguish the corresponding WhatsApp number for the conversation by the Inbox name next to the user name at the top of the chat area.
Conversation Status
Open
Close
Conversation Status Explanation
Conversation opened by {{1}}: The conversation was opened by the client/agent.
Conversation was assigned to Agent B by Agent A: The current conversation was transferred from Agent A to Agent B.
The ”{{1}}“ tag was added by Agent A: Agent A added a “XXX” tag to the current customer.
Conversation was starred by Agent A: Agent A starred the current conversation.
Conversation was unstarred by Agent A: Agent A unstarred the current conversation.
Conversation status was changed to "Closed" by Agent A: The current conversation was closed by Agent A.
Conversation status was changed to "Closed" automatically: The current conversation was automatically closed after 24 hours without a reply from the customer.
Message Status
Sent: The message has been successfully sent.
Delivered: The message has been successfully delivered to the recipient's phone or any connected device.
Read: The message has been read.
Send Error: Hover the mouse to display the error reason.
Message Actions
Hover the mouse over the message to reveal the "three-dot operation button", click the button to perform related actions.
Message Quote (Reply): When you quote a message on WhatsApp, it attaches the original message to your new message, making it clear which message you are replying to, avoiding confusion.
Message Reaction (React): The message reaction feature on WhatsApp is similar to Facebook's Reaction emojis. Users can like, express love, surprise, sadness, etc., to a message. This feature allows you to express your feelings about a message more quickly and intuitively without typing a text reply.
Sender
Distinguish the sender by avatar.
| Sender | Avatar |
|---|---|
Agent |
|
Chatbot |
|
API |
|
Inbox Auto-Reply |
|
Message Input Area
Conversation Assigned to Me
Add messages through the chat area icons, supporting the following functions:
Add emoji
Add attachment
Send template
Add Quick Reply
Enter "/" to select a quick reply to add into the chat box. For details, see: Quick Reply
Send Message
Send the message by pressing Enter on the keyboard or clicking the "Send" button.
User Information and Operation Area
Basic Operations Supported
Star User
For high-value customers, you can also click the star to favorite this customer. This customer will then be listed under the Starred label on the left.
Transfer Conversation
Click the "Transfer" button next to the user name at the top of the conversation area, and select the person to transfer to from the dropdown list. You can enter a name for quick search.
Close Conversation
Click the "Close" button next to the user name at the top of the conversation area to end the conversation. The conversation status changes to "Closed".
Customer Details
Click the "Expand" button or the customer's avatar to expand the customer details, and edit and modify customer attributes through the customer details.
Modify customer nickname: Click the edit icon next to the customer's name.
Modify customer assignment: Click the assignment dropdown box, select a customer service person or team.
Add tags: Find the Tags category, click the "➕" button to select existing tags.
Modify attributes: Click the text behind the attributes to modify the relevant attributes. Clicking on a blank area will save the changes (you can also press Enter on the keyboard to save).
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