Inbox Experience
Learn the basic functions of the team inbox
Inbox
Right now, you will see the message that you have just sent in inbox.
Step 1: Send and Receive Messages
You can start by typing messages in the input box at the bottom.
Check if you need to send a template message in the reminder bar below the text box. If the customer has not sent you a message in the last 24 hours, then you will need to start the conversation by sending a template message.
If you send an illegible template, the message will be failed to send.
For example: Hello{{1}} is an approved template message that we have pre-set for the account. You can edit the {{1}} by filling in any free-form content without skipping a line.
Please be aware of the format of the template message,
Do not skip add line breaks in the parameter/
Check if your message is in exact format of the approved template message including spacing.
You can also refer to the below examples to understand more about what is a correct template that can be sent :
Hey Angela! β οΌHey is not an approved template)
Hello Angela β
Hello! We have restocked the items! β
Hello ! β
Hello Angela How are you? β (This message skips a line)
Until the customer replies your message, you can send them a free-form session message within the next 24 hours.
Step 2: Assign Conversations to Teammates
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 and choose the teammate that you'd like to re-assign the conversation to.
After re-assigning the customer to the appropriate staff, you can now check the tab on the left hand side.
You: the conversations that you are currently managing
@Mentions: the conversations that you are mentioned and you can access the conversations within the next 48 hours.
Unassigned (Team): the conversations that are assigned to a team instead of one specific staff. All the staffs in that team will receive notifications.
Unassigned: the conversations that are not assigned to any team or any specific staff.
All: All conversations in the account. Only Admin and team admin would have this option.
Step 3: 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 by typing @ to mention them in the conversations.
People who are mentioned in the conversations will be able to see and reply to the conversations within 48 hours. You can also see your mentioned conversations by accessing to the "Mention" dropdown from above.
Step 4: Send Quick Replies
Type "/" in the text box and choose quick reply template to reply customer.
For creating quick reply, you can refer to this link to learn more.
Step 5: Send Audio Notes
Record Audio Notes.
Clicking the microphone icon, there will be a pop-up to ask your permission to let SleekFlow access your microphone. Click Allow then the recording will begin.
After allowing it once, you can press the Microphone icon to immediately start recording in the future.
After you have finished recording the message, you can click the "green tick" button to send out the message. If you want to abandon the recording, you can click the "red cross" button to delete the message.
Step 6: Manage Conversation with Collaborators
Add Collaborator
You can add collaborator on the right corner of the chat module.
You can add at most 5 collaborators in a chat to manage the conversation together.
Both the contact owner and collaborators will receive notifications when there are new incoming messages.
Please note that the conversation will appear on both the contact owner's and collaborators' list of conversations.
Remove Collaborator
You can remove a collaborator by clicking the "X" on the top right corner shown in its icon.
The removed collaborator will not receive any notifications when there are new incoming messages.
Under Automation, you could also set "action" to add collaborators under certain conditions.
Step 7: Turn on Agent Name
You can go settings to turn on the agent name
Your name will be shown in the message you send on SleekFlow.
In WhatsApp (the view of the customer), it will also show the name of top of the message,
Last updated
