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Inbox

The Inbox allows you to deliver more personalized and relevant experiences to your customers on all channels.

With Inbox, you can do...

With Inbox, you can bring all inboxes to one place and manage all your engagements from a single responsive dashboard, increase productivity and improve customer experience with real-time messaging and live chat, and save time by setting up email templates for client requests.

  • All your customer inquiry channels into one inbox It will help you segment your emails and organize them by brands, channels, integrations, and tags. It will help you see all the conversations happening across your entire business in one place.
  • Clear view with segments You`ll be able to reach your customers on any channel they prefer, including messaging apps and social accounts, live chat, email, and phone calls.
  • Ticket box for unsolved cases Create channels and assign users to them. Organize tickets by labels to determine how urgent they are, and create tasks for your team members to carry out.
  • Monitor on all sorts of analytics erxes provide Included with a data analytics solution that helps you evaluate the effectiveness of your organization's customer service and make better and more productive decisions about your customers in order to retain them.

Setting up your Inbox

The Inbox plugin is available at erxes marketplace for all users when you get started with erxes. It is one of the biggest plugin that works with many integrated add-ons and additional features only serves for Inbox specifically.

⚙️ Self-hosted client, please go to the plugin installation documentation to intsal the Inbox plugin after installing the erxes XOS.

‍💻 SaaS clients, when you sign-up to erxes, Sales Pipeline plugin will be there already, so just go along with this guideline to get started with this plugin.

Prerequisite

info

Before you start with inbox you need to make sure you have created your brands & channels

In order to efficiently manage your customer communications when you have several brands and team units like departments or products/services operating in your organization, you need to create brands and channels dedicated to those separate units.

  • Brands are usually linked to the source of communication channels dedicated to products and services, please find more information here.
  • Channels are usually linked to group team members dedicated to particular channels like Sales, Marketing, and etc. You can direct the form you're creating to the team dedicated to get an access to it with Brands/Channels.
  • To create brands
create brands
  • To create channels
create channels

Let's get started with Inbox

The Inbox plugin can be found on the left hand side of the screen when you enter erxes. By selecting the pin on the top right of the tab you will be seen the Inbox tab permanantly.

where to find inbox

Step 1. Set up your skill

Depending on your customer inquiries, organize your skill for your team inbox using skill using the Skills feature.

Step 4. Set up your properties

Properties allow you to make custom fields for all of customer database. You can create custom fields to expand all of the customer databases where you like to see them. Set up your properties by using our the Property plugin.

Step 5. Connect add-ons to your inbox

The Inbox is one of the largest plugins, which plays the heart of erxes software, that brings all channels connects your organization to the its customer and leads together. The Add-ons the additional feature support

Add-ons

Step 6. Create your response template

Creating your response templates for common customer inquiries, so it saves time and gives customers instant answers to what they are looking for. You can categorize and customize your messages depending on the brands, channels, and inquiries to have more organized responses.

The Response template is the special feature supports Inbox plugin only.

🎉Congratulations! You’re now ready to start using erxes Team Inbox.

Using Inbox

To navigate your the team inbox

Filter communication within the chosen channels/brands/integrations/tags..

filter by channels/brands/integrations

To resolve all the messages.

resolve message

View conversations within the chosen time frame.

view conversation within time frame

View conversations by statuses.

view conversation by status

View customer information by detail/activity/related plugins

view customer data by detail

Convert communications into deal/task/ticket

caution

Please note that Card plugin should be installed beforehand when you convert customer communications to deal/task/ticket.

convert conversation to deal/task/ticket

Insert customer information manually

insert customer info manually

Email/SMS/Call customer directly

caution

In order to directly email/SMS/Call customers, related Add-ons need to be integrated into your inbox.

email/SMS/call customer directly

Communicate with your customers/team members

  • with direct message
  • using response template
  • with video/audio call
  • with your team members

Now that you’re already know how to use Inbox, please go the following blog posts to learn about different use cases of Inbox plugin and master it.

✌️ Enjoy your journey with Inbox plugin!