Inboxes is a workflow management tool that eliminates the need to jump between separate active Campaigns in order to manage and respond to incoming text messages and facilitates both personal and collaborative management of Campaigns.
All Campaign permissions levels will get a personal inbox and access to the inbox(es) for the offices associated with their individual Campaign “Product Access” permissions. Inboxes can be “subscribed” to receive messages for specific Campaigns so that all “Needs Attention” incoming messages are routed to those specific inboxes.
The “Inbox” will be listed as a top-level menu item for any client user with appropriate permissions with access:
There are two types of conversations:
- Campaign-Only will show only the conversation associated with a Campaign.
- Unsolicited/1:1 Texting conversations are associated with a reusable phone number. All conversation history associated with that reusable phone number (1:1 Text/Unsolicited Messages/Campaigns) will be included in the conversation.
The Inbox page will load as detailed below with the following major components:
“Needs Attention” Tab
All logic that escalates a message to “Needs Attention” in the traditional Activity Panel of an Active Campaign applies here as well. If it was escalated to Needs Attention before, it will be escalated to “Needs Attention” in the inboxes that are subscribed to that Campaign.
Messages that are manually toggled to “Needs Attention” will also show up here
Once you have actively participated in a conversation, but it no longer “Needs Attention,” that conversation will shift to your “Participating” Tab
Messages will move back to “Needs Attention” following the same initial logic as applicable
Search Bar & Filter
Search for messages
Filter messages based on
Inbox Dropdown filter
Campaigns Dropdown filter
Messages/Conversation List Panel
Messages will queue up here with the name of the message recipient (e.g. the student name), the most recent message, and timestamp the most recent message was received
The most recent will float to the top
Unread messages are bolded
Active Conversation Panel
Messages selected from the List Panel will display in full in the Conversation Panel
Mimics functionality now in the Activity Panel and Conversation Panel in existing Active Campaigns
Functionality for Bot/Agent Operated, Need Attention toggles carried over here
Opt-Out button/shortcut is also included here
An icon is displayed in the inbox (both in the preview panel and the conversation) to indicate if the interaction/message was associated with a Campaign or a 1:1 text.
The tooltip for a 1:1 interaction is “1:1 Text”. The tooltip for a Campaign interaction is “[Name of Campaign] Campaign”.
The icon that displays in the preview panel (left pane) is based on the most recent interaction.
Inbox Notification Settings: