The combined power of a single Inbox and modern customer communication platform for Webchat, voicemails, text messaging, and Facebook Messenger.
TYPES OF INBOX MESSAGES
The Inbox is organized to manage conversations based on - ‘Assigned to’ and ‘Smart inboxes’.
ASSIGNED TO
Messages in this section are categorized based on the user(s) to whom the conversations are assigned.
User | Details |
All | This Inbox contains all messages with both 'Open' and 'Closed' statuses. In the case of a multi-location account, the messages across all locations will appear.
NOTE:
Users can only view messages for the locations they have access to.
|
Me | This category shows the conversations assigned to the user who has logged in. |
SMART INBOXES
Messages in this section are categorized based on pre-existing and new smart inboxes.
Smart inbox type | Details |
Messages |
This category shows the messages aggregated from all the smart inboxes.
NOTE:
The order of conversations in this panel depends on the last message exchanged between the business and the customer.
|
Leads | This category displays the conversations with all the leads. All the messages here are grouped under the ‘Open’ and 'Closed' statuses. |
Reviews | This category shows all the conversations which contain reviews. You can find both the 'Open' and 'Closed' messages under different tabs. This inbox shows the conversations of all users who have left reviews for the business. These conversations are sorted by the date of the review. |
Surveys | This category shows all the conversations which have survey responses in them. |
Payments | This category shows all conversations with the customers who have been sent a payment request. |
Spam | This category shows all the spam messages. |
Create new | This button allows you to create a smart inbox. You will be able to create separate filters for Messages, Reviews, Leads, and Surveys. For more information on creating a smart inbox, read the help center article: How to create a custom smart inbox? |
NOTE:
You will not be able to delete the pre-existing smart inboxes. Also, you will not be able to edit a smart inbox after you create it. You can delete a smart inbox if it’s no longer required.
BULK ACTION WITHIN THE INBOX
Birdeye’s bulk action feature quickly cleans up your Inbox. This allows users to focus on the conversations which need attention and clean up conversations that are not relevant.
Hover over ‘Three dots’ and the following options pop up:
Mark all as read - Click on this option to mark all the unread messages as ‘Read’.
IMPORTANT:
This action will be applicable to the current user only. Other users will not be able to view this change.
Mark all as unread - Click on this option to mark all the read messages as ‘Unread’.
NOTE:
Unread messages are highlighted with ‘Blue’ dots.
IMPORTANT:
This action will be applicable to the current user only. Other users will not be able to view this change.
Bulk actions - This allows you to take bulk actions on selected messages.
