Navigate the Inbox

IN BRIEF

The Fullwhere Inbox is organized into Views showing your customer interactions according to their status

Each view is organized into tabs by interaction family.

TheInbox Fullwhere is the nerve center of the Fullwhere application from which you can manage your customer interactions.

Views

On the left, different default views let you access your customer interactions according to their state.

In the different views, use the filter Status at the top of your screen to display interactions according to their status:

• To be processed (default)
• Handled
• All (To be handled and Handled)

My Inbox

This is the main, default view. By default, here you find the interactions To be processed you are assigned to. So, in this view, with one click you can find the customer interactions that are potentially waiting for action from you: it is your "ToDo" in Fullwhere.

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

Unassigned

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

It lets you 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 planned.

This view is useful for reviewing messages before sending and carrying out one 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 groups the customer interactions you have pinned.

Archived

The view Archived groups the interactions you have archived.

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.

Note that archived interactions are taken into account in Reports and Analytics.

Trash

The Trash view groups interactions that have been marked as deleted, either automatically by our systems or by one of your users.

It is important to note that when an interaction is marked as deleted, it is only accessible from the Trash 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 Trash view.

Note that interactions marked as deleted are not taken into account in Reports and Analytics.

The tabs

Whatever 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:

• All : groups all customer interaction families.
• Review : groups your customer reviews (Google, TripAdvisor, TrustPilot, Booking, etc.)
• Survey : groups your satisfaction surveys
• Emails : groups emails received at addresses connected to Fullwhere
• Forms : groups requests received via your Forms connected to Fullwhere
• Messages : groups messages received on Instagram, Facebook and WhatsApp Business