Inbox is a Qontak Omnichannel feature where customer service representatives handle all incoming chat queries.
Follow these instructions to view the Inbox on the web.
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Log in to your Omnichannel account.
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The following is the web view that appears after clicking the Inbox menu, along with the available features.
Explanation of each feature:
| No. | Feature Name | Explanation |
| 1 | 'Search' Button | A button for searching for contacts or conversations. |
| 2 | Inbox Submenu |
This submenu provides access to all incoming chats (All Chats), chats only received by the assigned Agent (My Chats), unassigned chats (Unassigned), assigned chats (Assigned), and resolved chats (Resolved). Learn more about the Inbox submenu here. |
| 3 | Sort Room | A filter that helps you sort chat rooms more precisely. Learn more about the 'Sort Room' here. |
| 4 | Tombol Resolved |
Click this button to resolve all expired chats. Description: - WhatsApp Cloud: To delete messages from WhatsApp. - Instagram: To delete messages from Instagram. - Facebook Messenger: To delete messages from Facebook Messenger. - Include unassigned rooms: To delete messages from rooms that have not yet been assigned to an agent. |
| 5 | Tombol Filter |
To view your Inbox with settings including Unresponded chat, Session, Channel, Agents, Tags, and Untagged. |
| 6 | Room List | Displays a list of incoming chat rooms. |
| 7 | Room chat | Displays details of the chat room. |
| 8 | Customer name | Displays the contact name of the client who sent the message. |
| 9 | Room detail | Displays detailed information on SLA targets, Associated contacts, Customer profiles, Conversation details, Notes, Tags, Assignees, Conversation history, Campaign history, Deals, and Tickets connected to chat. |
| 10 | Knowledge base | A button for accessing knowledge resources. |
| 11 | Agent Scorecard | A button for assessing agents. |