Inbox

You’ll learn the basic functions of the team inbox below.

In this section, we are going to guide you through the basic functions of our inbox screen. The main inbox screen is split into various modules, namely the conversation module on the left, chat module in the center, and information modules on the right.

Main Inbox

Send and Receive Messages

The inbox screen will be the most commonly used screen for your agents and operators. It serves as an omni-channel messaging suite that allows you to send and receive messages across all messaging channels including Live Chat, WhatsApp, Facebook Messenger, WeChat, Line, SMS and many more.

You can start by typing messages in the input box at the bottom and send both photos and files by dragging and dropping.

Manage Conversations

By clicking the dropdown on the top left, you will see the following tab.

"Your Conversations"

You can see all your conversations assigned to you in this tab. Please note that by default, all new conversations are assigned to the Owner Admin when the account is created.

If you add new users, they will not be able to see any conversations at "Your Conversations" until conversations are assigned to him. You can also set assignment rules by automations.

"Mention"

When your teammates tag you with internal notes, you can see that particular conversation within 24 hours.

"Unassigned "

When a new conversation comes in from a new customers, you can set it to go to unassigned.

Conversations in unassigned can be seen by everyone at this tab.

Everyone will receive a mobile app notification when there is a new unassigned message.

The conversation would be assigned to the person that first replies the message.

You can set all conversation to Unassigned by following this guide.

"Unassigned (Teams)"

This tab shows all conversations assigned to your teams.

Everyone in the team will receive a mobile app notification when there is a new message to the team.

When one of the staff in the team replies to a customer message, he will automatically take the conversation and become the assignee. Such conversation will not be shown in Unassigned (Teams) anymore.

The Unassigned (Teams) section is only limited for Premium plan users or above, that has access to the Team feature.

"All conversations"

Accessed by Admin and Team Admin, you can see all conversations you are allowed to see here.

As an Administrator, you can also monitor other conversations by searching the contact's name in the search bar on top of the chat module. As a Staff, you can only read conversations that are assigned to you or unassigned.

Assign Conversations

The assignee of the conversation is listed on the top right-hand corner of the chat module. Simply click on the drop down menu to search for and choose the teammate you'd like to re-assign the conversation to.

Assign conversations & send internal notes to teammates

Mention & Add Internal Notes

You can toggle between "Reply" and "Note" in the input box at the bottom of the chat module.

Messages sent using the "Note" function will be in orange text bubbles and will not be seen by your customers. You can use the "Note" function to write a note-to-self or tag teammates to mention them in the conversations.

People who are mentioned in the conversations will be able to see and reply to the conversations within 24 hours. You can also see your mentioned conversations by accessing to the "Mention" dropdown from above.

Quick Replies

In the "Reply" chat module, there is a bookmark icon that lets you access "Quick Replies"

After pressing the Bookmark Icon

By clicking the saved quick replies, you can immediately overwrite your current chat with the saved reply. You can also edit the reply before sending as well.

Other than pressing the bookmark icon, you can access the quick chat by pressing "/" on the "Reply" chat module on both the computer and your phone.

Pressing "/" to access Quick Chat

You can create and edit quick replies under the "Settings" page.

You can edit and create new Quick Replies by pressing "Manage" on the top right of the bookmark icon pop-up, or go to settings and selecting "Quick Replies".

Editing Quick Replies

To Create new Quick Replies, press Create on the top right, type in the content and press Update. To Edit previous Quick Replies, directly change the text by opening the Quick Chat you want to change on the left and press Update when you have finished editing.

Search Conversations

You can search through conversations across all channels by typing keywords into the search bar above all your existing conversations in the conversation module.

You can search a contact by typing their phone numbers or names. You can also search for a contact to edit their details directly.

Channel Filter

Filter your conversations according to channel type or conversation status by using the drop down menus on top of the search bar in the conversation module.

Please note that multiple accounts added to the same channel will still be displayed as 1 channel name. For example, if you have 3 WhatsApp accounts connected, you'll only be able to filter them all with the Channel "WhatsApp".

Channel Indicator

You'll be able to see which channels you are using to contact your customers right next to their names at the top of the conversation module. Click on the badge to toggle between different status.

Channel Indicator

Status

You can also see whether the conversations are "Open", "Snoozed" or "Closed" from the status indicators and filter them accordingly. The 3 icons below, from left to right, represent "Open", "Snooze" and "Close"

Icons to toggle between status

Snooze Function

You can set a specific date and time for a conversation to re-open and remind yourself:

Choosing a Date and Time to Snooze Conversation

When snooze conversation has reached their chosen Time and Date, it would appear as an Unread Message for you to follow up.

Status Filter

You can also filter conversations status with the dropdown on the left.

In addition, we have set some rules below to better help you segment conversations by status:

  1. After you integrate with any messaging channels, the conversations that were last contacted within 2 weeks will be "open", while the other conversations will be "closed". This is to make sure that you can focus on the most important leads.

  2. When you broadcast messages to contacts that you haven't talked before on SleekFlow, their conversation status will be defaulted to closed.

  3. When a customer replies to a closed conversation, the status will automatically be changed to "open".

User Options

You can complete these User Options to help you manage and sort out your contacts better, so you will never miss a message:

User Options

Bookmark

By pressing the Bookmark button, the chat will be locked at the top of the Conversation List with a grey bookmark indicator on the right.

Bookmarks

To remove the bookmark, simply press the user options, and choose "Remove Bookmark"

Marking Messages as Unread

Message that was marked as unread

By pressing this button, you can change conversations that have been read back to unread, so you can follow up on them later

Edit Contact

You can edit contacts directly in the inbox page, by clicking the edit button on the top right-hand corner of the contact information module.

Edit customer contacts conveniently while on the inbox page

Labels

Add labels to mark users down so you can easily see it on the chat inbox, and also sort them easily through the Contacts section.

You can add these labels by going to a contact either on Inbox or pressing into their name, and scrolling down the info on the right

Labels on the Right Side of the Inbox Chat

You can create new labels or add existing labels immediately to user by pressing "Add Labels" Type in a new label, press enter, choose a colour and a new label will be created and attached to the user

Add Label Pop-up

Labels can also be sorted out in the Inbox or the Contact section, by pressing the four colour filter icon and selecting what labels to filter by.

24 Hour Notification (For Official WhatsApp Only)

For Official WhatsApp, there will be a notification on the bottom of the screen indicating when you have a chat window of 24 hours with the customer to send any "Session Messages":

Session Message 24 Hour Notification

However if the client does not reply to you after 24 hours, the notification on the bottom will change and you will have to send "Template Messages" until they reply.

Frequently asked questions

1. Can I combine 2 channels together?

You can add a phone number to your existing channel (e.g. Facebook, Line, Live Chat), and you'll be able to send WhatsApp messages to that contact at the same time. However, you'll not be able to combine to separate contacts.