Table of Contents
What is Inbox?
The 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 Closed state.
Screenshot of Alo Talk Inbox
Contact Activity Page
Alo Talk Contact Activity page provides the engagement tools for the contact and record of communication logs and contact statuses.
Screenshot of Contact Activity Page
Contact Task Status
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
To change any status to Open - Click the clock icon to move a contact to the Pending state from the Open state
Pending - refers that a task that is not yet fulfilled with these contacts.
To change the Pending status to Close - Click the check icon to move the contact to the Close state.
To change the Pending status to Open - Click the mail icon to reopen the contact
Closed - is a work associated with Contact has been finished.
To change the Closed status to Open - Click the mail icon to reopen the contact
Mark Read and Unread Messages
Marking read, or unread inbound conversations apply to all users. If a message is marked read by one of the users, it will be seen as read to all the users in the team.
The red circle with a number indicates the total number of unread communications (SMS, call, email, etc.) in a contact.
Screenshot of Unread Communications
Mark All as Read - marking all conversations as "read" allows users that the message has been read or attended. It does not let the senders know that you have read their messages.
Hover your mouse over the message box to mark it as read.
Mark as Unread - it allows all the users to know that no one has read the message yet. Users can also mark the messages back as unread.
Users can mark a message as unread to flag it for follow-up, respond later, or may want to re-read it. It does not send a notification to the sender that a message has been read.
In the message channel, unread messages are marked with a blue dot beside the contact's name.
Channels
Alo Talk organizes the different types of communications on channels.
Calls - Calls tab shows all contacts whose agents made and received calls.
Messages - Messages tab displays all contacts whose agents sent and received messages.
@Mentions - displays 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 - displays all contacts who leave a voicemail message.
Recordings - shows all contacts who were sent a recording from your agent.
