The new look changes to the Inbox menu also impact the display of the Admin, Supervisor, and Agent roles, including the sidebar, filters, and bulk actions that the Admin and Supervisor role can execute. The following explanation will show you the differences in the display of the Inbox page for the Admin, Supervisor and Agent role.
The Admin and Supervisor roles share the same Inbox page appearance.
A. Comparison of Inbox Menu Displays on Admin, Supervisor, and Agent Accounts
Inbox Menu Display on Admin & Supervisor Accounts
Inbox Menu Display on Agent Account
B. Explanation of Each Feature on Admin, Supervisor, and Agent Accounts
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Admin & Supervisor
| No | Feature Name | Explanation |
| 1 | All chats | Displays all active chats from various connected channels, including WhatsApp, Instagram, Facebook Messenger, and other integrated platforms. Admins and Supervisors can view every conversation occurring across all channels in a single view. This also helps Supervisors and Agents monitor all interactions without having to switch platforms. |
| 2 | My chats | Allows Agents to focus specifically on the chats assigned to them. This filter helps prevent Agents from being distracted by other conversations that aren't their direct responsibility. When a chat is assigned to an Agent, it appears in the 'My Chats' section. Agents can easily track their workload and prioritize ongoing interactions. |
| 3 | Unassigned | This view shows all incoming chats that haven't been assigned to any Agent, ensuring no customer inquiries are missed. When a new chat shows up, it is routed to the 'Unassigned' section. Agents or Supervisors can manually assign these chats to other available agents, or they can be routed automatically based on predetermined parameters like round-robin assignments, keywords, or client priority. |
| 4 | Assigned | Displays chats that have been assigned to an Agent but are still open and active, helping Agents keep track of ongoing conversations. Once a chat is assigned to an Agent, it appears in the 'Assigned' view until it is resolved. This view helps Agents monitor ongoing conversations and determine if they are awaiting a customer response or require additional action. |
| 5 | Resolved |
Displays conversations that have been completed or closed. These chats are removed from the active inbox, but remain accessible for future reference or follow-up if needed. Once a chat is marked as resolved, it is moved to the 'Resolved' section. Agents and Supervisors can still access these chats to review previous interactions, but they are no longer part of the active workflow. |
| 6 | ‘Resolve all expired conversations’ Button | Click this button to resolve all expired chats. Description: - WhatsApp Cloud: If you want to delete messages from WhatsApp. - Instagram: If you want to delete messages from Instagram. - Facebook Messenger: If you want to delete messages from Facebook Messenger. - Including unassigned rooms: If you want to delete messages from rooms that have not been assigned to an agent. |
| 7 | Filter Button | To view the inbox with settings consisting of Unresponded chat, Session, Channel, Agents, Tags, and Untagged. |
| 8 | Bulk Action | Check the following toggle to select a large number of chat rooms. |
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Agent
No Feature Name Explanation 1 Assigned to me Displays assigned and unresolved conversations (ongoing chat). 2 Resolved Displays conversations that have been completed or closed. These chats are excluded from the Assigned to me submenu, but can still be accessed for future reference or follow-up if needed.
3 ‘Resolve all expired conversations’ Button Click this button to resolve all expired chats. 4 Filter Button View your inbox with settings including Unresponded chats, Sessions, Channels, Tags, and Untagged.