Table of Contents
What is Inbox?
Inbox displays all communication (calls, messages, etc.) of contacts grouped together. It is a communication task management feature in which users can respond and set a contact to a Pending or Done state
How does Communication Task Management work?
An agent can manage to move the state of contact from Open to Pending to Close. Moreover, an agent can also send text, fax, email, or keep a note of the contact.
Open
All contacts with any new communication are set to an Open state by default
Pending
Pending state refers that a task is not yet fulfilled with these contacts
Click the clock icon to move a contact to the Pending state from Open
Click the check icon to move the contact to Close
Click the mail icon to reopen the contact
Closed
Work associated with Contact has been finished
Click the mail icon to move the contact to Open state
Channels
See communications across different channels.
Calls
Calls tab shows all contacts whose agents sent, and received calls
Messages
Messages tab shows all contacts whose agents sent, and received messages
Mentions
Mentions tab shows all received and sent mentions between users in Aloware
Go to the Mentions tab, click on Note, and use an @mention in the message composer
Voicemail
The voicemail tab displays all contacts who leave a voicemail message
Recordings
The Recordings tab shows all contacts who were sent a recording from your agent
