🧭 Navigating the Inbox
This article guides you through the left inbox menu
To efficiently manage conversations in the Inbox we start by explaining the differences between the “invisible” separation of what we call the Private Hub and the Shared Hub.
The Private Hub is operator-specific, displaying information relevant to the individual Operator. It helps organize and prioritize messages for efficient responses. This section will vary from one Operator to another.
The Shared Hub is accessible company-wide, facilitating collaboration and a unified understanding of guest inquiries.
Private Hub
- Unassigned Tickets: Shows all tickets that have not been assigned to any Operator.
- Assigned to Me: Displays messages specifically assigned or self-assigned to the Operator.
- All Tickets: Contains all messages assigned to the Operator and any properties they have access to. It serves as the primary section for responding to new inquiries.
- Snoozed: Messages temporarily set aside to revisit later. Snoozing helps ensure follow-up and prevents messages from being overlooked.
- Drafts: Contains draft responses that the Operator has started but not yet sent.
📌 Note: You can snooze any conversation, regardless of the original assignment. However, snoozing will automatically reassign the conversation to you, and a warning label will notify you of the takeover. The previously assigned Operator will also receive a notification.
Shared Hub
- Properties: Access the various properties (Apps) and the conversations associated with each one.
- Teams: View conversations assigned to specific teams or departments.
- Colleagues: See the workload of other Operators, including their assigned and snoozed messages.
- More: Additional categories to keep the Inbox organized:
- Spam: Holds irrelevant or spam messages.
- Archive: Stores closed or resolved conversations, which are no longer active but still accessible.
📌 Note 1: Messages that belong to specific Teams appear both in the Operator’s Inbox and in the corresponding View category, allowing dual visibility for effective coordination.
✔️ Tip 1: Even if a message is snoozed, it remains visible in the View/Property category. This ensures the entire team can stay informed about ongoing conversations.
📌 Note 2: When a thread is assigned to a view, it appears as ‘unread’ for all Operators in that view. Once accessed by any Operator, it is marked as read for everyone, maintaining synchronization.
✔️ Tip 2: Conversations can be archived regardless of their current status, and Bookboost interprets this as a ‘closed’ conversation for reporting purposes.