If your support team struggles with these questions,
- Where should this conversation go?
- How did I miss this conversation?
- Am I responsible for replying to this conversation?
With Statusbrew Engage, you now have the flexibility to establish and manage your Team Inbox(es) efficiently. This new feature enables you to effortlessly move your preferred conversations from various social media platforms to your Team Inbox manually or automatically.
For instance, you can set up a Support Escalations Inbox & move your escalations across social to this inbox. Similarly, you can set up automation to route your price-related queries to your Pricing Inbox.
In the Article:
Overview Of An Inbox
Setting Up An Inbox
Team Member Access To Your Inbox
Moving Conversations To Your Inbox
Automating Your Inbox
Use Cases
Overview Of A Team Inbox
A Team Inbox is a specialized inbox designed to handle specific types of conversations. It serves as a dedicated space where users can create and organize conversations according to their preferences, keeping all relevant information and communication in one convenient location. This feature allows team members to align with their respective roles and departments, resulting in a more cohesive workspace. A team inbox can accommodate any type of conversation, whether it's a Facebook comment about pricing or an Instagram comment in a particular language.
Note: Team Inboxes are a part of our Premium & above plans.
Why should you create a Team Inbox?
When it comes to social media engagement, usually, businesses manage it in a way where everyone receives all the conversations in their Inbox, where they discuss and act on each conversation. Any team member can reply to any conversation they see fit.
This might not be the ideal way to manage social media engagements because not everyone is concerned with all types of conversations, so this might be chaotic, disrupt the workflow and lead to missing important conversations.
For businesses that handle tons of social media communication each day, having a triaging step in place can help reduce noise and ensure your team does not miss out on any conversation. Each team or team member can have a private inbox for which they are responsible. You can manually move the conversations to different inboxes or automatically divert inbound conversations to different inboxes via Rules.
Benefits of creating a Team Inbox
Independence - You have the full autonomy to move any conversation in and out of a team inbox. One can operate in an independent and flexible manner.
Triaging - Conversations can be moved to a specially designed inbox based on their nature. They can be categorized on the type of issues or queries and the level of urgency or priority. The conversations can be moved to team inboxes manually or automatically via Rules.
Notifications - Team Inboxes notify you of all the open conversations in a particular inbox.
Granular Access - A Team Inbox can be a shared inbox or a private individual inbox.
Timesaving - Working synchronously with your team cuts down on time spent explaining the updates and it's much faster to respond to conversations when they're right there in your Team Inbox.
Accountability - To determine who is responsible for each task, teams require a clear understanding of their workload and how it has been assigned. In this regard, inboxes can be an effective tool for segregating responsibilities. By organizing communication and information according to teams, team members can more easily track their individual responsibilities and the progress of the team as a whole.
Analytics - Measure the volume of incoming conversations and the team's effort to handle customer queries.
Setting Up A Team Inbox
Statusbrew space owners & admins can create a team inbox and manage teammate access.
To create a Team Inbox,
- From your Statusbrew dashboard, go to Engage
- Now from the left side pane, hover over the Team Inboxes header and click on the (+) icon
- Start by giving your new inbox a Name
- Now you can choose to share your inbox with a particular user/user group by adding Collaborators
- Then you can choose to give them view-only or reply access
Team Member Access To Your Inbox
Team Inboxes broaden as well as constrict team member access to your social media conversations. While setting up a Team Inbox, you get the option to configure team member access to it.
Team members that have access to a Team Inbox are able to view/manage (reply, close, hide, delete) conversations that are a part of that particular Team Inbox.
Independent Access
If you provide a team member access to a particular Team Inbox, they automatically get access to all the conversations in that inbox, irrespective of the social profile access.
In simple terms, even if a team member does not have access to a particular social profile in Statusbrew, they will still be able to manage conversations for that social profile if those conversations are part of a team inbox they have access to.
Moving Conversations To Your Inbox
You can manually move conversations (one by one or in bulk) into an empty Team inbox or can create rules that automatically move conversations into the inbox.
To move a single conversation to an inbox,
- Click on your desired conversation to open conversation details
- Now click on the "Add to Inbox" option in the details and select your desired Inbox(es)
- Click on Add once you're done
- Your select conversation will be moved to your Inbox(es)
To move multiple conversations to an inbox,
- Hover over any conversation in the conversation list and click on the checkbox next to it
- Select all your desired conversations by clicking the checkboxes
- You can choose to select all the conversations by clicking on the checkbox in the top right next to Open
- Now click on Add to inbox and select your desired Inbox(es)
- Click on Add once you're done
- Your select conversation will be moved to your Inbox(es)
Automating Your Inbox
Statusbrew's Rule Engine allows you to run automation for your incoming conversations across social. Similarly, you can also set up Rules to move your desired conversations to your Inbox.
To move the conversations to a Team Inbox via Rules,
- From your Statusbrew Dashboard, head over to Rule Engine
- Click on Add new rule and give your new rule a Name
- Select one or more profiles & select the trigger type "Message received"
- Now Add Conditions (these are conditions that will determine which conversations will go to which inbox)
- Now click on add a new action and select Move to engage Inboxes
- You can now choose your desired Inbox(es)
- You can also choose additional actions
- Click on submit when you're done
Use Cases
Before creating your first team inbox in Engage, it's important to think about how you want them to work. Team Inboxes are very flexible, so you can build out the structure and workflow that suits your team's working style and requirements.
Review Inbox
If your workflow requires certain conversations to be reviewed by another team member, you can create a Review inbox and easily move conversations to the Review Inbox. If you wish to review all the conversations auto-hidden/deleted by the Rules, you can also choose to move those conversations to the review inbox automatically.
Customer Support
You can sort and arrange all conversations from your support handle along with all the queries requesting help into one inbox called Customer Support Inbox. Your support team can manage all those conversations in one place.
Tiered Inboxes
As we discussed creating a Customer Support inbox, you can similarly create tiered inboxes like Tier 1, Tier 2, and Urgent. You can manually move messages between inboxes or use rules to sort them automatically.
Sales
You can triage all sales-related conversations, such as customers asking about pricing, discounts, new leads, etc., into one inbox called Sales Inbox. Your Sales team can manage all those conversations in one place.