How do I manage Birdeye Inbox conversations?
With Birdeye Inbox, users can effortlessly assign, manage and change the status of a conversation. This helps users prioritize conversations and manage their responses to customers.
ASSIGNING A CONVERSATION
If you'd like a specific team or user to respond to a message, you can assign the message by clicking on the ‘Assign to’ drop-down menu. Once assigned, the new user will receive an email or a push notification (based on the notification settings) letting them know that a conversation needs their attention.
NOTE
By default, a conversation is assigned to the user who initiates it. And, if a conversation is initiated by a customer, it will be unassigned by default. Once it is assigned to a user or team, it will be highlighted with a 'Man' icon.
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ADDING AN INTERNAL NOTE
You can add an internal note to convey an important message about the conversation to other team members. To add a new note, click on the ‘Internal note.' Enter the message and click on the 'Add' button.
QUICK TIP
Internal notes improves collaboration and enhance internal communication between team members.
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A new internal note highlighted in ‘Red’ will be added to the conversation.
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MARKING A CONVERSATION AS UNREAD
Unread conversations are highlighted within the inbox which helps you prioritize the conversation to a later date. To mark a conversation as unread, click the ‘Actions’ drop-down menu and select the ‘Mark as unread’ option.
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The conversation will be marked as unread and a blue dot will appear on the top left of the conversation.
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CLOSE/ REOPEN A CONVERSATION
You can view all the messages categorized under the 'Open' and 'Closed' tabs. 'Open' status indicates that a query needs to be addressed or an issue needs attention. While the 'Closed' status indicates that a message has been resolved or taken care of.
To close a conversation, click on the 'Close' button on the top right.
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Once a conversation is closed, it automatically moves under the 'Closed' tab and you can view a status message at the bottom of the conversation panel. You can now reopen the conversation by clicking on the 'Reopen' button.
NOTE
If a customer initiates a conversation again, the message will be automatically reopened.
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MAKE A VIDEO CALL
To make a video call, click on the 'Actions' drop-down button and select the 'Start a video chat' option. For more information on making video calls, read the help article: How to make video calls via Birdeye Inbox?
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SEE CONVERSATION VIEWERS
You can see the users who have viewed a conversation by hovering on the 'Eye' icon at the bottom of the last message.
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VIEWING THE PAGE ON WHICH THE VISITOR INITIATED THE CHAT
You can also see the page on which the customer initiated the chat by hovering over the link icon under the chat.
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