Overview

Unified Inbox is a feature in Mevrik which offers an unified view incoming conversations from different channels connected with Mevrik platform.

This feature in inbox allows users to manage their availability using a simple switch. When a user activates their availability, the system auto assigns incoming conversations based on predefined rules and availability standards. This feature ensures that customer queries are addressed quickly and effectively, even during peak hours.
Allows businesses to facilitate customer inquiries and support by integrating various channels i.e. website chat, Facebook Messenger, WhatsApp, SMS, and email, minimising the need for platform switching and fostering better communication.
Provides smoother communication by gathering all incoming messages from multiple channels in one place. Features like conversation threading, message tagging, and user assignment within Unified Inbox allows businesses prioritise communications and respond quickly to customer queries.
Tracks performance and delivers customer insights through analytics and reporting.
In the unified inbox, administrators, supervisors, and agents will serve according to their assigned roles.

  Admins will get a full overview of supervisory and agent activities upon login.   
Supervisors can observe customer activity across channels—active, pending, and closed.
 Agents, upon login, will get a preview and assign themselves to active customers

Unified Inbox has two types of views. Agent View and Admin view. Agents can only access certain settings which have been predefined.

When a user logs in as a supervisor, a specific user will get access to see Four parts of UNIFIED INBOX.

3.1 Conversation List

3.2 Conversation Window

3.3 Reply Window

3.4 Customer Information & Apps Card