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Inbox performance is faster so actions are immediate. The goal is to avoid loading screens or waiting in the product so that the speed of the device is optimal.
The inbox layout is easier to categorize conversations based on status, assigned agent, and tags. This makes it easier for the team to complete the workflow successfully.
Introduction to FROGED omnichannel inbox
FROGED's omnichannel inbox is designed to actively support customers in a fast, efficient and robust way. This versatile tool adapts to the workload and size of all types of companies and online businesses.
Discover the key points of inbox
Inbox features a clean, modern design that helps agents focus all their efforts on resolving customer conversations. The interface is simple, easy to use, and easy to learn, so the team is up to speed in less time.
Inbox performance is faster so actions are immediate. The goal is to avoid loading screens or waiting in the product so that the speed of the device is optimal.
The inbox layout is easier to categorize conversations based on status, assigned agent, and tags. This makes it easier for the team to complete the workflow successfully.
Explore views
The default views of the inbox are the same for all agents in a workspace or company. All members have visible inboxes to encourage collaboration and no conversation goes unanswered.
The default views of the inbox are the same for all agents in a workspace or company. All members have visible inboxes to encourage collaboration and no conversation goes unanswered.
- Assigned to me: All conversations assigned to the agent viewing the inbox (you).
- All: All open conversations in the inbox.
- Unassigned: All open conversations that are not assigned to an agent.
- Closed: All closed conversations are stored separately in this view for future reference to similar topics or questions.
Each view has filters at the top of the list to separate conversations by the status they may have in the resolution process. This helps agents to prioritize conversations.
New and pending statuses have an associated colored dot to identify them in the conversation list: red is new and orange is pending.
- Open
- New
- Pending
- Replied
- Closed
Below the default views are the inboxes associated with the workspace teams and the conversation labels.
- The Teams are groups of agents formed for the same purpose, around a conversation topic or a customer type (sales, support...). Teams are configured in Preferences < General < Teams.
- The Labels are created as an attribute of the conversations. They can be used to classify conversations by topic, to speed up searches, to prioritize...
Search conversations
You can quickly find any word, phrase, or topic discussed in the conversations using the search engine that appears above the list. As you type, matches appear instantly, and each one opens the corresponding conversation.
You can quickly find any word, phrase, or topic discussed in the conversations using the search engine that appears above the list. As you type, matches appear instantly, and each one opens the corresponding conversation.
Next to the conversation search bar is the advanced filters button, which enhances search precision, prioritizes conversations, focuses efforts, and enables agent follow-up. These filters can be applied across all inbox views.
The types of filters that can be applied include:
- Sort by date
- Channels
- Assigned agents
- Teams
- Labels
- CSAT
Another type of search that can be performed from the inbox is accessing a contact's conversation history. When assisting with a customer inquiry, agents can view the entire conversation history in the details section. This feature is particularly helpful for reviewing past discussions on similar topics, allowing other agents to resolve customer issues more efficiently.
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