Inbox

3.1 Inbox -> All Tasks

3.1.1 Inbox -> ALL Task -> Summary

This page provides a quick view of the total number of open Tasks, Conversations, Emails, and Voice calls. It will only be available to higher-level users such as the Owner and Admin.

Fig 25: inbox-all-task-summary

3.1.2 Inbox -> All Task -> Conversation

Selecting each of the tabs in the All-Task page will lead to Conversation/Email/Voice Tasks

Fig 26: inbox-all-task-conversation-email-voice-tab-selection

3.1.2.1 Inbox -> All Task -> Conversation -> Listing

After the conversation tab is selected the listing page is opened.

3.1.2.2 Inbox -> All Task -> Conversation -> Listing Filters

Filters allow the user to filter conversations via:

Channel (WHATSAPP, TELEGRAM, etc)
Sender (customer name)
Receiver (agent)
Virtual Contacts
Date From - Date To
Task Status (Active/Inactive/Assigned/Unassigned)

3.1.2.3 Inbox -> All Task -> Conversation Listing -> Sort

Users can sort in ASCENDING or DESCENDING order based on the following criteria:

3.1.2.4 Inbox -> All Task -> Conversation -> Filter By Project

Users can filter conversation by selecting a project from the “Projects” tab and selecting a filter.

3.1.2.5 Inbox -> All Task -> Conversation -> Messages Listing

By selecting one conversation, all messages in the conversation will be displayed on the right, and scrolling up will load older messages

3.1.2.6 Inbox -> All Task -> Conversation -> Messages Session Close

When a customer messages UCC, even if it is an older customer a new session is created. Sessions are meant to handle a single query. After the problem is resolved the session can be closed.

3.1.2.7 Inbox -> All Task -> Conversation -> Search By Message Content

Users can type in parts of a text to search for particular messages. In the picture below “Hello” is inputted.

3.1.2.8 Inbox -> All Task -> Conversation -> Messages Sending Options

There are several sending options marked from 1-5 in the picture below.

Emoji picker
Send Message
Send Predefined Message
Send My Name Card Template Message
Add Attachment

3.1.2.9 Inbox -> All Task ->Conversation Messages -> Customer Details

By clicking the arrow on the top right corner of the conversation message the customer details page will be opened. This page will provide an all-around view of all customer-related information obtained from other applets and will help agents to provide informed support.

3.1.2.9.1 Inbox -> All Task -> Conversation -> Messages -> Customer Details ->Information -> Personal Info

The personal information tab shows customer information such as name, email, company information, and such to help agents identify customer

3.1.2.9.2 Inbox -> All Task -> Conversation -> Messages -> Customer Details ->Information -> Task Assignment

The Task Assignment information tab shows which agent or team the Conversation task is assigned to and allows quick changing of assignment.

Fig 38: inbox-all-task-conversation-messages-customer-details-information-task-assignment

3.1.2.9.3 Inbox -> All Task -> Conversation -> Messages -> Customer Details ->Information -> Preferred Agent

The Preferred Agent tab shows the list of agents preferred by the customer (thecustomer scanned their QR and selected them as preferred agent).

3.1.2.9.4 Inbox -> All Task -> Conversation -> Messages -> Customer Details ->Information -> Conversation History

The Task Assignment information tab shows which agent or team the COnversation task is assigned to and allows quick changing of assignments.

3.2 My Team Tasks

3.3 My Tasks

My Task and My Tasks are the same as above (All Tasks Queue).