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Introduction to FROGED omnichannel inbox
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Introduction to FROGED omnichannel inbox
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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 inboxes and conversations you can see depend on your permissions and team membership. Not every workspace member can access every conversation. If an inbox you need for your work is missing, ask your administrator to check your permissions and team membership.

  • 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.


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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Inbox access and work

The inbox brings together conversations from the channels connected to your workspace. You can reply, assign conversations, collaborate with other agents and view the information needed to help the customer. Available inboxes depend on your permissions and teams.

Search and saved views

Use search to find a specific conversation and filters to narrow the set you want to review. Before considering a conversation missing, check its open/closed status, team and active filters.

When you regularly review the same set, save a view with a descriptive name. Check its visibility before sharing it. A saved view does not grant access to conversations an agent is not permitted to access.

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