5. Using the Team inbox Module

Description:
The Teaminbox module brings together all customer conversations in one place, enabling Team members to reply, filter, label, assign, and resolve conversations efficiently.

Accessing Teaminbox

1. Go to the Teaminbox module from the sidebar.
2. You will see a list of all current and past conversations.

Reply to a Conversation

1. Click on a conversation to open it.
2. In the "To send your message" field, type your response.
3. Click Send to reply.

Resolve a Conversation

1. Open a conversation.
2. Click the Resolve button in the top right corner to mark the conversation as closed.

Note: If the Customer replies again, the conversation will reopen automatically and return to active status.

1. To view resolved conversations:
   Go to Status → Resolved.

Assign a Conversation to a Team Member

1. Open a conversation.
2. In the "Assign to: Member" dropdown (top left), choose the Team member who will handle the response.
3. This assigns responsibility for the conversation.

Filter Conversations

1. Click the three lines (☰) icon in the top-left corner.
2. Filter by:
   • Channel (e.g., Webchat, Email, Messenger)
   • Brand
   • Segment
   • Integration

• Tag

1. Click the desired filter value to display matching conversations.

Example: Selecting Integration → Facebook Messenger will show only Facebook conversations.

Filter Conversations by Date

1. Click the Date filter in the Teaminbox view.
2. Choose the date range and click Filter.
3. All relevant conversations will appear.