Using the Inbox
Manage conversations, assign them and work on them with your team.
20 guides
Using the Inbox
- Snooze conversationsSet a conversation aside until a time you pick. It leaves your open list and comes back as Open by itself.
- Mentions and team notificationsPull a teammate into a conversation with an @mention in a private note. Where mentions and other notifications show up, and how to choose what reaches you.
- Conversation overview and statusStatuses, the conversation header, the timeline and its event lines, the reply box with its send options, and the Details, Copilot and Notes tabs.
- Assigning conversationsEvery conversation has one owner who answers the customer. How you take a conversation, give it to a teammate, set a team and see who has what.
- Using labels to organizeLabels are color-coded tags you can apply to conversations for quick categorization and filtering.
- Filters and saved viewsNarrow the conversation list with a folder, a status, a sort order and a search, and save the combination as a view you open with one click.
- Canned responses for quick repliesCanned responses are pre-written message templates your team can insert with a shortcode.
- Template variables in canned responsesAll 13 placeholders you can use in canned responses, the fallback syntax, and what happens when a value is empty.
- Send email campaigns to your contactsCampaigns send an email from one of your email inboxes to all contacts, the contacts of an inbox, a segment or a few picked contacts. Send once or keep reaching new contacts, and handle the replies in your inbox.
- Private notes for your teamPrivate notes are messages inside a conversation that only your team sees. Use them for context, handovers, questions to a teammate and Copilot summaries.
- Search conversations and see where they matchSearch the conversation list by contact name, email, subject, message text or conversation number. Open a result and every match in the messages is highlighted.
- Inbox folders: Mine, Mentions, Teammates and moreThe inbox panel next to the conversation list: what each folder holds, what the numbers mean, how to review a teammate's conversations and who sees which folders.
- Notification sounds and push notificationsPick a sound, choose when it plays, let it repeat until you are back, and get push notifications on your phone in the language of your Deskwoot app.
- Take, take over and transfer conversationsThe reply box opens once a conversation is yours. How Take it, Take over and Transfer work, how to hand a conversation to a team or a teammate, what happens when a teammate is at their limit, and what the customer sees.
- Change status, owner and labels in the iPhone and Android appThe Details tab of a conversation in the Deskwoot app for iPhone and Android: status, assignee, priority, team, labels, mute, SLA, translation, the customer’s orders with Stripe refunds and cancellations, blocking a contact, ignoring a sender and the contact’s info.
- Find and sort conversations in the iPhone and Android appThe Inbox tab of the Deskwoot app for iPhone and Android: the Folders and Inbox menus, search, Filter and sort, what a row shows, working on several conversations and rows locked by your plan limit.
- Reply, send photos and write notes in the iPhone and Android appAnswer customers from the Deskwoot app for iPhone and Android: the reply box, taking a conversation, photos and their limits, canned responses with /, private notes with @ mentions, macros, the long press menu and starting a new conversation.
- Ignore a sender, block a contact and use the spam filterThree ways to stop unwanted messages: Ignore sender moves an email address to spam, Block contact drops everything one contact sends, and the spam filter catches words and senders. Web and the app for iPhone and Android.
- Push notifications without contentPushes on your team's phones can leave out customer names and message text, for practices and other teams with sensitive conversations.
- When a reply is not deliveredWhat Delivery failed means under a reply, what to do next, and how to send only the missing files again when a WhatsApp or Telegram reply arrived in part.
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