Navigate the Inbox

IN SHORT

The Fullwhere Inbox is organized into Views, each showing your customer interactions based on their status

Each view is organized into tabs by interaction family

The views

My Inbox

This is the main and default view. Here you find the interactions unprocessed to which you are assigned. So it is in this view that you will find in one click the customer interactions that potentially await action from you: it constitutes your "ToDo" on Fullwhere.

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

Mentions

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

It includes customer interactions in which a colleague has 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 logics in your Fullwhere workspace.

Scheduled

The view Scheduled displays interactions for which the sending of a reply is planned.

This view is useful for reviewing messages before sending and performing a final check if necessary. It is especially useful when responses have been prepared with the help of AI.

All

The view All gathers all the interactions you have access to.

Pinned

This view groups the customer interactions you have pinned.

Archived

The view Archived groups 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.

The tabs

Regardless of the Inbox view you are in, your customer interactions are structured around tabs that you find at the top of your screen. These tabs structure 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 messages received on Instagram, Facebook and WhatsApp Business

• All : groups all customer interaction families.