Tidio Mailbox is a powerful tool for managing call tickets. In this article, we will guide you through the benefits and functions of the mailbox, to help you streamline communication processes and improve your customer support experience.
Advantages of the mailbox
Tidio’s mailbox offers a wide range of benefits that can enhance your support experience. Here are some of the key benefits:
- Organize conversations smarter
- Easy access to colleagues’ conversations
- Single view for cards and calls
- Custom display
- Improving communication with customers
Organize conversations smarter
Understand which conversations require your attention with separate folders and a clearer call counter. Inbox lets you sort conversations by different criteria, so you can focus on the most important conversations.
Be there for your colleagues
Access your colleagues’ conversations with one click. Manage your team and help colleagues in a split second. This is a significant advantage when collaboration between team members is needed.
New brain chat box
Sort conversations as they end. When your discussions are finished, resolve them to see a convenient view of all your closed conversations in one dedicated folder. This makes it easier to manage conversations and prevents confusion.
Single view for cards and calls
No need to jump between tabs. When you’re done with the most urgent calls, you can access your tickets immediately. This saves time and streamlines your workflow.
Using the mailbox
You will automatically see our new inbox view when you log in to your Tidio account. You can then decide whether to stay with the new and powerful view of managing your conversations or go back to the old conversation view by disabling it in your Tidio dashboard.
Live calls
In your inbox, you’ll see three main viewing options for live chat conversations, which include three tabs: Unassigned , My Open , and Resolved .
Not affiliated
The Unassigned tab displays all calls received from customers on your site that have not yet been assigned to an operator. This is the main folder from which you can pick up and join a call and assign the call to yourself as the operator.
My openness
The “My Openings” tab displays all the calls assigned to you as an operator. It’s a central place where you can keep track of all the calls you’re on.
Solved
The “Resolved” tab shows all of your completed calls. It’s a kind of history or archive of all the calls you’ve completed. This allows you to track your call history and make sure all customers have been answered.
The red counters next to each tab will notify you of new messages from your website’s customers.
Operator activity
Under the Operators tab, you will see a list of operators through which you can monitor their work and help them with their cases. This is an important tool for team management.
You can view other operators’ conversations without joining them by clicking on the conversation under the selected operator. The operator and the user will not see that you are watching the conversation. If you also want to join the conversation and write, click on the blue Join Conversation button.
Views
Conversation Views can help you organize your workload. They can help you understand what conversations are about without reading the conversations themselves and address issues that require an urgent response first. This is a great tool for all your booking-related issues and questions. It can help you and your team manage time more efficiently by dividing conversation topics and channels among your agents or teams.
The Views feature enables automatic identification of visitor intents and channels (AI) . When intents are identified, conversations are grouped by intent topics. Messages coming from Messenger and Instagram are visible within the designated channel folders.
Customized display
To help you create the most convenient view for your mailbox, you can customize the views to suit your preferences. This is an important tool that allows you to streamline your work.
Currently, you can choose from the following topics:
- Live calls
- Resolved calls
- Unassigned calls
Click the +/+ button next to the Views menu to add additional views to your list.
Write the name of the view you want to see in the navigation menu of your views (you can also add an emoji icon), and decide who will see this specific view (it can be the entire team, just you, or selected operators).
From the Select Source menu, use Live Calls :
You can then start adding conditions. These will determine what the view will actually show, based on the filters you’ve set. For example, you can select a different channel , like Messenger, Instagram, or WhatsApp – so the view will only show conversations from those channels:
Most importantly, you can choose the intent – this determines (with the help of AI) what the customer might want from your support team. You can choose from a range of basic intents:
When you’re ready, click the blue Create button to confirm your selections.
When customers start messaging you and calling with their intent (for example, if they want to cancel an order), the appropriate view will show the received call. Of course, it will also be saved in the Unassigned folder, as always:
To edit existing views – click on a selected view from the list and then on the three dots next to the topic name at the top. Use the Edit option:
Now, you will see the editing window, where you can adjust the display again.
Please note: Deleting the view will not delete the messages within the view. The messages will still be available in other tabs such as Unassigned or Resolved.
Customizing guidance views in Tidio allows operators to tailor their workspace to their specific needs, making it easier and faster to respond to incoming messages. By prioritizing certain views and information, operators can work more efficiently and effectively, ultimately improving the customer experience.
How do the displays work?
When a new unassociated message arrives that includes one of the intent topics, it is automatically sorted into one of the intent folders or channels with a message (the message must be longer than one word to be sorted).
All calls with the intent or channel selected by the operator (including calls previously assigned to the operator) will be visible to the operator in this view.
Please note that currently, only English conversations can be categorized as topics, and our system only checks the first message sent by the customer. This means that messages with only one word, such as “hello”, will not be categorized into topic groups.
