Manage Inbox
Easily manage user assignments with Gallabox. Set reminders, track session windows, and organize conversations with tags. Block and unblock contacts with a simple click.
Last updated
Easily manage user assignments with Gallabox. Set reminders, track session windows, and organize conversations with tags. Block and unblock contacts with a simple click.
Last updated
User assignment is crucial for a smoothly functioning shared inbox, facilitating teamwork and improving efficiency by distributing tasks effectively. With Gallabox, you have the flexibility to assign chats to Gallabox Users or to a Bot created within the system.
In addition to facilitating assignments, Gallabox offers a feature to display the online or offline status of team members directly within the team inbox. When someone is offline, a cross is displayed on their profile picture, making it easy to identify their status at a glance.
Along with this, you can unassign the chats assigned to you and move them into unassigned bucket for your teammates to take up. Similarly, you can re-assign the conversation to your team if you feel the customer's issue can be resolved by them.
You can unassign the chats assigned to you or a Bot. You cannot unassign the chat assigned to your teammate.
Prefer a visual explanation? Watch the video below.
Prefer a written explanation? Read the text below.
Add the reminder to follow-up for a conversation. The reminder will alert agents within the contact conversation as a private note. You have and type of reminders.
Setting a reminder for a conversation will ensure that it is prioritized and appears at the top of the assigned conversations list at the designated time.
This displays the timer for WhatsApp's
You can also track the 24 hour session window for the contacts assigned you by monitoring the the ring around their contact thumbnail.
Prefer a visual explanation? Watch the video below.
Prefer a written explanation? Read the text below.
Conversation tags are labels you can assign to chats helping you categorize and organize based on specific criteria, topics, or statuses. This makes it easier to search for, track, and manage conversations, enhancing overall communication efficiency.
You can either create a Tag before assigning it to a chat or you can type and click on Create Tag option to create & assign Tags withing seconds.
Let's see how you can do that in the below GIF:
Once you Block the contact, you cannot send or receive messages. If you want to send a message to a Blocked contact, unblock them and then send message.
This enables the chat to be resolved once appropriate support has been provided to customers.
If there is a follow-up set for a conversation and it is resolved, users will be prompted to choose one of the following options:
Clear follow-up and resolve
Remind the follow-up at the set time
-> If the "Clear follow-up and resolve" option is selected, the follow-up will be cleared, and the conversation will be resolved as usual.
-> If the "Remind when it's time" option is selected, a private note of the follow-up, along with a mention of the person who configured the follow-up, will be added to the conversation and it will automatically be unresolved and assigned back to you.
To bulk unassign all the chats or assign to a specific Gallabox user or a Bot, go to Table view. Select the chats you would like to assign to a user or a Bot.
Click on the three dots on the right side of the chat to view the Block action you can perform.
Click on the three dots on the right side of the chat to view the Unblock action you can perform or you can click on Unblock Button at the bottom of the Chat section as shown in the GIF below:
