Overview
The Unified Inbox offers an intelligent feature for automated conversation assignment. Agents and users can manage their availability using a simple switch. When an agent or user toggles their availability on, the system automatically assigns incoming chats based on predefined rules and availability criteria. This feature ensures that customers are attended to promptly, even during high-volume periods. The Unified Inbox lets organizations monitor and respond to consumer enquiries and support requests in real time by integrating website chat, Facebook Messenger, WhatsApp, SMS, and Email. This reduces time and improves communication through avoiding application or platform switching.
Mevrik's Unified Inbox manages communications from multiple channels in one place. It centralizes all incoming messages from any channel to ease business communication management. In unified inbox, Admin, Supervisor, and Agent will serve from their end as per the assigned role.
Conversation threading, message tagging, and user assignment let businesses organize and prioritize communications, communicate, and respond quickly with the Unified Inbox. It also tracks metrics, measures performance, and delivers customer insights through analytics and reporting.
When a user will sign in as an Admin will get all over the user’s (Supervisor and Agent) activities on the Application. When the user login as a supervisor will get a preview of the activities and Agent activities. The supervisor will be observing the number of customers active, pending, and closed from different channels wise. When the user login as an Agent will get a preview of how many customers are active right now to assign himself.
Unified Inbox has two types of views. Agent View and Admin view. Agents can only access certain settings which have been predefined.
Supervisor View: After a supervisor browses to UNIFIED INBOX the supervisor will be able to view.
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
