Navigate the Inbox

IN SHORT

The Fullwhere Inbox is organized into Views, each displaying your customer interactions according to their status

Each view is organized into tabs by interaction family

The 'Inbox Fullwhere is the central hub of the Fullwhere application from which you can manage your customer interactions.

The views

Different default views allow you to access your customer interactions.

My Inbox

This is the main and default view. Here you can find the interactions unprocessed for which you are assigned. So it is in this view that you can find, in one click, the customer interactions that may be waiting for an action from you: it is your "ToDo" on Fullwhere.

This view is therefore different for each user, depending on your assignment logicso that everyone can focus on their own scope.

Mentions

The view Mentions allows you to follow your internal conversations between users from the section Internal notes.

It includes customer interactions in which a colleague tagged you or replied to you. It is particularly useful for tracking collaborative exchanges.

Unassigned

The view Unassigned centralizes all interactions that do not yet have an assigned user.

It allows you to identify at a glance the interactions that need to be assigned to a user and can help you identify missing assignment logic in your Fullwhere workspace.

Scheduled

The view Scheduled displays the interactions for which sending a response is scheduled.

This view is useful for rereading messages before sending and carrying out a final check if necessary. It is particularly useful when responses have been prepared with the help of AI.

All

The view All brings together all the interactions you have access to.

Pinned

This view brings together the customer interactions you have pinned.

Archived

The view Archived groups together the interactions you have archived.

Tips: It is important to note that when an interaction is archived, it is only accessible from the archived view and is no longer visible in the other views of your Inbox (My Inbox, etc.). So if you cannot find a customer interaction in your Inbox, remember to check the Archived view.

Trash

The Trash view groups together the interactions that have been marked as deleted, either automatically by our systems or by one of your users. The customer interactions present in this view are not taken into account in the calculation of Analytics dashboard statistics.

If you cannot find a customer interaction in Fullwhere, it is possible that it was deleted by mistake: remember to check the Trash view.

The tabs

Whatever Inbox view you are in, your customer interactions are structured around tabs that you will find at the top of your screen. These tabs organize your customer interactions according to the family they belong to, namely:

• Review : groups your customer reviews (Google, TripAdvisor, TrustPilot, Booking, etc.

• Survey : groups your satisfaction surveys

• Contact : groups your emails and contact forms

• Message : groups the messages received on Instagram, Facebook and WhatsApp Business

• All : groups all customer interaction families.