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The SlickText inbox can be configured in several different ways to optimize how you and your teammates interact with your contacts, ensure your contacts receive prompt responses, and enhance your team’s overall productivity. You have control over how conversations are assigned, who can see others’ conversations, and what happens when conversations are closed. Conversations can also be tagged to organize based on common attributes.
In this article:
Before We Begin
Only SlickText Inbox users can access the inbox. If you don’t see the inbox in the list of tools on the left side of your dashboard, you need to ask the account owner or someone with User Management permissions for access to the inbox.
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Term |
Definition |
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Inbox Manager |
A SlickText user with access to all aspects of the inbox. They can start, assign, tag, and see all conversations regardless of how the inbox settings are configured. |
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Inbox User |
A SlickText user with access to the inbox. Their abilities and access can be restricted by which inbox settings are enabled. |
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Inbox Tags |
A tag is a label that allows you to organize or flag a conversation based on common attributes. |
Assigning Conversations
Depending on how your team works and how you are using your inbox, you can either assign new or reopened inbox conversations manually, or they can be assigned to a teammate automatically using Conversation Auto-Assignment, which can be found in the Inbox Settings.
To assign or reassign a conversation manually:
- Select the conversation in the inbox.
- Click on the assign conversation button which is illustrated with a team member's avatar and is located in the top right corner between the Conversation Status and Tagging Conversations buttons.
- Select the teammate you want to assign the conversation to. You can search for the teammate you’re looking for if you don’t see them in the list.
Note:
Replying to an unassigned conversation will assign the conversation to yourself automatically once you hit Send.
Auto-assignment options, which you can set up in the Inbox Settings:
- Random —New or reopened conversations will be assigned to teammates randomly.
- Round Robin—New or reopened conversations will be spread out evenly amongst your teammates.
- Online Teammates Only—If enabled, teammates who are offline will not be eligible for auto-assignment.
- Exclude Inbox Managers—If enabled, Inbox Managers will not be eligible for auto-assignment.
You can also use bulk actions to reassign conversations. See this article for more.
Using Conversation Tags
Tags can be an essential part of your workflow. Even if you are the only person using the inbox, you can tag conversations based on what the contact texted about, if they need to be followed up with, or any other reason you come up with.
To create or manage tags, go to the Inbox Settings. You’ll have the ability to customize the color of the tag and decide if you want the tag to be removed when the conversation is closed.
Once you’ve created tags, you’ll be able to assign or change a conversation’s tags in the top right corner next to the conversation status and assignment buttons.
Tags are available as a filter on the left bar of the inbox. Click on a tag to see conversations that are labeled with that tag. Conversations can have more than one tag.
Closing Conversations
Deciding how and when to close a conversation is essential for keeping your inbox tidy and making sure your contacts who are actively communicating with you stand out from older and inactive conversations.
The easiest way to achieve this level of tidiness is to enable Conversation Auto-Close in the Inbox Settings. This option allows you to set conversations to close after a number of days of inactivity, while also giving you the option to ignore conversations that remain Open or Pending.
To close conversations manually, click on the Conversation Status in the top right corner of the inbox and set it to Closed.