😎Shared team Inbox

OwnChat's Shared Team Inbox organizes messages by user, team, and status, enhancing collaboration and efficient customer query management.

The Shared Team Inbox in OwnChat integrates features such as My Inbox, Mentions, All, Chat Status, Analytics, Bot, Unread, Private Filter, and Teams Filter on the chat screen. It is designed to optimize conversation management by displaying teams configured within our settings. This setup ensures effortless access to team-specific discussions, promoting streamlined communication and collaboration across the organization.

Glossaries:

My Inbox

In My Inbox, messages are specifically assigned based on the user currently logged in, ensuring that each conversation receives personalized attention and effective management.

Mentions

In mentions section, for effective collaboration, you can tag teammates within a customer's chat using @name, and these conversations will appear in their Mentions inbox. These internal notes prompt follow-ups are not visible to customers, ensuring confidentiality and efficient team communication.

All

In the All Team Inbox, all chat conversations are neatly organized and sorted chronologically by date and time, offering a structured overview for efficient management and providing a centralized hub for accessing and managing all ongoing discussions.

Chat Status

This is used to check the current status of the customer conversation.

a. Open:

When Customer initiates a conversation with the organization, it's categorized as an Open Chat, indicating that the communication channel is actively engaged and available for interaction.

b. In- Progress:

When the organization responds to a conversation initiated by the customer, the status transitions to In-Progress, indicating that the communication is actively being addressed and is in progress.

c. Closed:

Once the conversation with the customer is concluded, it can be closed either manually or automatically. This closure action is essential for analysis purposes, providing insights into the duration, it takes to resolve customer inquiries or issues.

Analytics

Efficiently monitor and manage customer interactions by gaining valuable insights into conversations. Access real-time data on total, responded, and resolved conversations, including metrics like average resolution and customer waiting times. Utilize the day's filter at the top right corner to analyze the Overview, User and Bot response data, enabling the optimization of support services and enhancing customer satisfaction.

Bot

This section displays chat conversations that are assigned to specific Bots, allowing users to identify which conversations are assigned to which Bot.

Unread

When customers initiate chats with the organization, these conversations appear in the Unread Messages section until they are opened, ensuring easy access and prompt responses.

Private & Public Filter

When filtering customer-defined conversations based on Inbox status, tags, assignee, or based on labels, users can set criteria with the maximum limit of 3 parameters for customer defined and 1 parameters for label based filter creation. This ensures efficient organization and management of conversations while accommodating various filtering needs.

a. Private:

Private filters are accessible only to the respective logged-in users and system stores a maximum of five filters for efficient conversation management.

b. Public:

Other Ownchat users can also access the saved filters, and the system stores a maximum of five filters for easy retrieval and consistent filtering across the platform.

Team filter:

The teams filter displayed on our chat screen is designed to streamline conversation management effectively by showing any teams created in our settings. This ensures easy access to relevant team conversations and enhances communication within our organization.

My Team:

If the logged-in user belongs to a specific team, the team name will be displayed accordingly in the My Team filter. This feature ensures that users can easily identify and access conversations associated with their respective teams, enhancing communication and collaboration within the organization.

Other teams:

If the logged-in user is not a member of any specific team, but there are teams created within the organization, the team filter will display those other teams. This allows users to navigate and access conversations from different teams within the organization, facilitating cross-team collaboration and communication.

1. Inbox:

In the Inbox, messages are assigned to team members based on the team which might be round robin or manual team. This ensures that each team member can easily access and manage the messages relevant to them.

1. Unassigned:

Unassigned messages are displayed corresponding to the team name in the inbox, prompting the Owner or Admin to take responsibility for assigning them to the appropriate team members. This ensures efficient message allocation and management within the team structure.

In conclusion, OwnChat's Shared Team Inbox simplifies conversation management with so many features which is designed to facilitate efficient conversation management by showcasing teams configured within our settings. ensuring easy access to relevant team discussions and enhancing organizational communication.