# 5. Using the Teaminbox Module

Published 2025-10-15

> 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 Go to the Teaminbox module f

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.

### **Use Canned Responses**

1.  In the reply area, type a keyword from a saved/canned response.
2.  Choose from the suggested responses.
3.  Click **Send** to send the selected message.

### **View a Customer’s Conversation History**

1.  On the right-hand side, under the **Customer Info** panel, click **Activity**.
2.  You will see all previous messages and calls with that **Customer**.

### **View Customer Feedback (Tickets)**

1.  In the **Customer Info** panel, click **Related**.
2.  Click on **Ticket** to view related feedback or support requests.  
     

**Illustrated instructions**

**1\. Go to the Teaminbox module**

-   You will enter **the Teaminbox module.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FwY5vutPEim21Fvfg827WVchoseinbox.png)
-   You will see a list of all conversations.

**Reply to conversation**

1.  Click on the unit conversation from the user.  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FQSJvBhe6ZRkg82aZzs6rZchoseconversation.png)
2.  In the " **To send your message** " section, users can write the content they want to reply to,  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F7k2pvsIdDyMLmBqNqy316contenntt.png)
3.  Click the **Send button to send.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2Fi3zDzMn4tUBZlYW20Yvy6sendd.png)

**Conversation blocking field**

1.  Click on the unit conversation from the user.
2.  **Click "Resolve"** in the upper right corner to close the conversation.  
    _Note: This will give the contact a full response and indicate that the conversation is over. If the user re-enters the chat, "Resolve" = exits the "Closed" state and the new conversation will appear in the Teaminbox._  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FYnOxcwjtU0fnkZ5l4OI99resolvee.png)
3.  To view closed conversations, go to **"Status" -> "Resolved"**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2F8VbwHBRffu2FFK1GoWZErstatusaa.png)  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FwlxyvilwA0HWTzrGuvRzCstatusresolved.png)

**Select "Employee" in the dialogue.**

1.  Click on the unit conversation from the user.
2.  **Selecting an Employee in the "Assign to: Member"** section in the upper left corner will indicate that the employee will respond or has responded to the conversation.  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FSfRey2LEoFWZvxUpE0bkbmemberinsbo.png)  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FMGrlqRmBQmcaadbtRlbaFchosemember.png)

**Filter conversations**

1.  Click on **the "3 lines"** in the upper left corner .  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FCjdW10FrGDFINHKdaG2nlchosezuraas.png)
2.  Select the field to filter from among the fields **Channel** , **Brand** , **Segment** , **Integration** , and **Tag .**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FPwWIRG5xLrURNNB6wClArchoseintegration.png)
3.  Clicking on the filter value will display the relevant conversations.  
    _For example: If you search for Integration - Facebook messenger, only conversations from Facebook messenger will be displayed._  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2Fc4GQfwkXzIPHtYOfzwrJJchosefbmesg.png)

**Filter conversations by date**

1.  **Click on the "Date"** section of the conversation .  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2Fre2hYKlEj4PLvn1GV1NkNchosedate.png)
2.  Enter the date and click the **"Filter"** button.  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FeRjccxVXb3LMKJLBrRH8estartdatefil.png)  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FeQribWviJaSIpPp0mIk9Benddatefil.png)  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FFPloT2kyfyfFujHQVIn6pdatefilter.png)
3.  Related conversations will be displayed.

**Use canned responses in conversations**

1.  Enter the keyword contained in the title or content of the pre-prepared answer.
2.  Choose from the answers that appear,  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FF4xWmgjvYEXP4Ru5ichLIresponsetulhuurug.png)  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FUTNenozif0ExUgTUeB0b6responsecontent.png)
3.  Click the **Send button to send.**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FCDqZVVSb9aQFsYf887NB8sendmesg.png)

**View a user's previous conversation history**

1.  Click on **"Activity" in the User area** on the right .  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FpZsjm2DAcmHdsqOqe4kG7activity.png)
2.  All conversations, including previous calls and messages, will be visible.

**View customer feedback information**

1.  **Click on "Related" in the User field** on the right .  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FU9aYqT0fKmLPiboLN6BiBreleated.png)
2.  Click on **Ticket .**  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FsVObPWpB7CDbfFe1MliYbrelatedticket.png)  
    ![](https://office.erxes.io/gateway/read-file?key=office-erxes-io%2FDr7e7oHgzkwsSxWfIlEIEreleatedcard.png)

Related feedback information will be displayed.