Inbox

Introduction

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

The duration for which the unresolved messages remain in your personal inbox before the messages are moved to the group inbox is already predefined.
The number of unresolved message threads that you are allowed to handle is already predefined. Therefore, if you have exceeded your predefined thread limit, you cannot add more threads to your personal inbox.
Your manager (supervisor) can perform the following actions on the email and SMS threads:
- Assign a thread that is in the group inbox to you.
- Reassign a thread that is in your inbox to another agent.
- Move a thread that is in your inbox to the group inbox.

The number that appears over the Inbox tab indicates the total number of unread messages.
The Inbox tab contains the following sections: Email, SMS, 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 or SMS message, on the Inbox tab, in the corresponding section, click the Personal or Group subtab, and then click the required message.

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

Some of the following icons also appear on a U-CRM Agent Desktop (Agent Desktop with the Designer Panel).

Icon	Description
	Transfers the message thread to another agent on your agent team. You can transfer a thread to ensure that the conversation is handled by appropriate personnel and escalated when required.
	Displays the email message in a full-screen window.
	Email 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 Displays the SMS window, which contains the messages and a text box for replying to the message. The Template field contains predefined templates that you can use for composing a message. You can view the history by clicking Load earlier messages.
	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. Resolve: Resolves the thread. The thread is no longer displayed in any inbox.