Now that you’re all set up, welcome to the Inbox guide!
Hoory Inbox is a place where all conversations between the users, the assistant, and support agents are being stored and saved.
So, how does it work?
When your AI assistant can’t help a customer out anymore, or a customer requests to connect to support, your Inbox agents can easily take over the conversation. An Inbox agent is someone from your team (usually a customer support agent, sales rep, etc.) that has permission to access your Inbox.
In this guide, you’ll learn how to filter stored and active conversations.
You can view all the conversations in the Inbox’s Conversation List. Conversations, or chats, are listed according to the time they were initiated on the public widget (when users started talking with your AI assistant) - from the most recent conversation to the latest.
If you notice a red badge on a conversation, it means that you have unread messages.
You can also see who the conversation is assigned to and a preview of the last message.
All conversations are tracked and have their own conversation ID. If the users are not registered on your website, their names are randomly generated (e.g., Queen of Hearts, Mango Maracuya). Once the visitor becomes a registered user (or submits name, email, and phone number) the customer’s name is changed to their actual credentials.
Hoory’s Inbox gives you the opportunity to filter your conversations so you can quickly find what and who you're looking for!
You can filter conversations based on who is assigned to a conversation. On the top of the Conversation List, you have three main options to filter conversations based on:
All: Displays all available conversations in the list
You: Displays the conversations assigned to you
Unassigned: Displays the conversations that the assistant is handling and that nobody has taken over yet
You can apply more filters if need be. Under the three main filters, you can find other tools for sorting.
The Menu icon located next to the Search entry box gives you two more filtering options:
The Status dropdown under the Search entry box allows you to search your conversations based on their status - Open, Closed, or Re-opened.
The Time dropdown under the Search entry box allows you to search your conversations based on time - Recent, Oldest, as well as an additional option: Priority conversations.
Searching through Conversations
With Hoory’s Inbox, you can also search through all your conversations based on users, conversations, and tags.
All you have to do is click the dropdown on the left side of the Search box and apply search filters based on User, Tag, or Conversation. Note that the Conversation list displays chats based on users by default.
Once you’ve picked your filter, you can enter keywords in the Search entry box and press Enter.
This tool allows you to search chats based on the user, what has been discussed in conversations, or what the conversation is about (based on tags).
If you want to learn more about Hoory Tags, check out our guide.
Of course, you can apply different filters all at once to find, for example, conversations based on status, time, who they’re assigned to, and that fall under specific tags.
If you have any questions or concerns, don’t hesitate and contact our Support team!