The Inbox tab enables you to check email messages, SMS messages, WhatsApp messages, Facebook messages, and voicemails sent by your customers.

  • The length of time that unresolved messages remain in your inbox before being moved to the group inbox is predefined on the LiveVox Portal. 
  • The number of unresolved message threads that you are allowed to handle is predefined. Therefore, if you have exceeded your predefined thread limit, you cannot add more threads to your inbox.

  • Your manager (supervisor) can perform the following actions on the email and SMS threads:

    • Assign a thread in the group inbox to you (personal inbox).
    • Reassign a thread in your inbox to another agent.
    • Move a thread from your inbox to the group inbox.



Understanding the Inbox Tab

  • The number that appears over the Inbox tab indicates the total number of unread messages. 
  • The number that appears next to a thread indicates the total number of unread messages within the thread. For example, 2 / 5 indicates that two out of the five messages are not read.
  • The Inbox tab contains the following sections: Email, SMS, Messaging, Voicemail. Each section contains a personal inbox and a group inbox.
  • The number that appears next to a message thread indicates the total number of unread chat messages within the thread.
  • To access an email, SMS, Facebook, or WhatsApp message, on the Inbox tab, in the corresponding section, click the Personal or Group subtab, and then click the required message.

Icons

The following table describes the icons that appear when you view a message. The icons change depending on the type of inbox (personal or group).

Some of the following icons also appear on a Contact Center CRM Agent Desktop (agent desktop with the Designer Panel).

IconDescription

transfer

Transfers the message thread to another agent on your agent team. 

You can transfer a thread to ensure that the conversation is handled by the appropriate personnel and escalated when required.

Displays the thread in a full-screen window.

Email

  • File Handling: Clicking on files, such as a *.docx file opens a new window, and redirects you to the file's URL for access.
  • Email Actions: When an agent performs actions, such as Reply, Forward, Reply All, or Forward All, the email's heading is updated to indicate the action. For example, selecting Reply displays the heading as Email - Reply.
  • Email Window Management: Emails open in slide windows, allowing users to maximize, minimize, or close the email window based on their preference.
  • Attachments: Agents can attach either single or multiple files to an email. You can preview attachments by clicking on them within the email.
  • Reply All Option: Agents have the option to reply to all recipients of the email using the Reply All feature.
  • Email Templates: Agents can select an email format from available templates when sending an email to a customer. Alternatively, you have the flexibility to compose an email without using a template, which allows you to customize your response.
  • Email Thread Preview: Agents can preview an email thread in the History tab, which provides agents access to past email interactions and related information.

Displays the Email window containing the following tabs:

  • Compose: To reply to the email.

    The Template field contains predefined email templates that you can use for composing an email.

  • History: To display the email conversation history.

SMS and WhatsApp

SMS and WhatsApp share the same interface and the compose message pane appears from the right side of the page when you:

  • Reply to messages from the inbox.
  • Open a message from the contact list.
  • Send a predefined template.
  • Send a custom message.
  • Expand or collapse the panel.
  • Refresh the history.
  • The Select a Template field contains predefined templates that you can use to compose a message.
  • You can view the history by clicking the  refresh icon.

Facebook

  • If the Facebook channel is enabled for you, you can see new Facebook conversations in your group inboxes. You can reply to incoming Facebook messages by using a custom message.
  • Customers must initiate the conversation. You cannot use this channel to initiate conversations with customers.
  • When you reply to a message, your message is associated with the existing conversation thread. 
  • You can view the chat history.
  • You can send attachments and emojis in the conversations. 
  • After you complete a conversation with the customer, end the conversation by clicking the Resolve button.

Creates a contact to associate with the thread.

Displays the details of the associated contact.

Marks the thread as unread.

Displays the following options:

  • Assign to my queue: Moves the thread from the group inbox to the personal inbox.
  • Move back to the queue: Moves the thread from the personal inbox to the group inbox.

  • Link to Contact: Links the thread in the personal inbox to a contact record. When you select the Link To Contact option, the Search Contact window containing all contacts appears. To link the thread to a contact, in the Actions cell of the contact, click the Link To Contact icon .

    • In the Search Contact window, you can search for a contact by its account number, name (first, last, or full name), phone number, or email address by using the magnifying glass icon . 
    • You can also re-link the thread to a contact. For example, if an email was linked to an incorrect contact, you can link the email to the correct contact.

     

  • Resolve: Resolves the thread. The thread is no longer displayed in any inbox.