The Reply Box

Raquel Updated by Raquel

The Reply Inbox is the operator’s central workspace—a powerful toolbox designed for managing conversations efficiently.

In this guide, we’ll walk through all the available actions and features you can use to stay in control and deliver great support.

Inbox AI features are currently Enterprise-only.

Let's dive in:

  1. Reply or Internal Note: In our reply box, change from Reply to "Internal note" to @mention a teammate directly, facilitating specific requests and improving team collaboration! The background color changes to yellow, distinguishing a note from a message.
  2. Content, Template, and Text Style: create predefined Content to streamline communication and ensure consistent, on-brand language across all Operator interactions. These tools help save time and maintain a professional tone.
  3. Emoji, Attachment, Voice Record, Stickers: enhance your conversations with expressive elements—add emojis 😊, send media files, record voice notes, or share stickers to make your interactions more personal and engaging.
  4. Assign to: the latest conversation will fill most of your screen, while more conversations can be found towards the right-hand side of the screen. If you look at the bottom left of your screen, you’ll notice an Assign button. From here, you can assign the conversation that is open on your screen to a specific operator. You can use the scroll bar to see your team members' names or search for them by typing their names into the search bar.
  5. Block a user: operators can protect themselves by blocking anyone who interacts inappropriately on the Turn Inbox. In the action bar below the Reply Box you will see a Block action. To block a user click on it.
    What does blocking do?
    - The conversation is moved to the Blocked section. It will be removed from any other regular collections.
    - No new messages from or to the user will show up in the interface. All communication is stopped (blocked) from both sides.
    - The Block button changes to Unblock. This provides visual feedback to operators that this user is blocked, and it lets them unblock a user, in case of a mistake.
  6. Start journey action: once you trigger that action you will be prompted to select the desire journey. The user will then be interacting with that flow without you having to do anything. In the example below the user has a question but instead of sending multiple manual messages you can start the "Ask a question" journey that will automatically prompt and guide the user to collect the relevant details.
  7. Chat Link: option to copy the link of the conversation and paste it in any other forum you use as a team. That will take team members directly to the specific chat.
  8. Close a chat: when a chat is closed it will be gone from your Open list. There are two options to close a chat:
    - Close and Keep Assignment: Marks the conversation as closed but retains the assigned agent for continuity or follow-up.
    - Close and Unassign: Closes the conversation and removes the agent assignment, allowing future messages to be routed dynamically.

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