Make your business textable with Birdeye's inbox, now available as a quick-access button across the platform. Communicate with prospects and customers within the Birdeye product tabs of Reviews, Referrals, Surveys, Ticketing, Contacts, and Campaigns.
This launch enables two-way interactions across channels and eliminates the task of navigating the 'Inbox' every time to drop a message or start a conversation. One can view, reply, and initiate a personalized conversation within the tabs for swift interactions. Thus, saves time and lets you connect with customers and prospects instantly.
Let's explore where you can access Inbox and how it works within various Birdeye product tabs.
Access Inbox via Reviews
Log in to your Birdeye account, on the left navigation rail, click on 'Reviews.' Choose a review and click on the 'Chat icon.'
On the same screen, a new chat window pops up. You can insert a message in the text box and click on 'Send' to begin the personalized conversation.
The message you send appears in the same window, and as the conversation grows, it gets stored in the same drawer for future references or to initiate the chat again.
IMPORTANT:
When you notice a bold 'Chat icon' that has a blue dot over it, it resembles that you have unread messages to check.
NOTE:
The 'Gray' color 'Chat icon' conveys that a reviewer has not been added to your contacts. You must confirm and verify the contact before you start messaging. Click the 'Chat icon', on the next screen, confirm and verify the contact as illustrated below.
Access Inbox via Referrals
Under the 'Referrals' tab, you can begin a conversation with people you 'Sent' referrals to, people who 'Shared,' and the 'Leads' you acquired through referrals.
To begin a conversation under Referrals, go to 'Referrals,' on its home screen, on the far right side, 'Three dots' appear under the 'Sent' section.
Hover over the 'Three dots' and you will notice a 'Chat icon.'
Click the 'Chat icon' to start a conversation. You can follow the same steps as above to initiate a conversation under the 'Shared' tab.
There are two ways to start a conversation under the 'Leads' tab. To start a conversation with leads, click on the 'Leads' tab and hover over 'Three dots.'
Click the 'Chat icon' to begin the conversation.
You can also begin interactions with leads by clicking on 'View details,' right next to the chat icon.
Click the 'Chat icon' to initiate the conversation with the lead.
Access Inbox via Surveys
To begin or respond to a conversation under Surveys, select 'Surveys' from the left navigation rail and hover over the 'Three dots' on the far right side, and click on 'View responses.'
On this screen, you will observe the 'Three dots' again on the right side, next to Location, hover over those dots, and click on the 'Chat icon.'
You can also start a conversation and find a 'Chat icon' by clicking on the 'Actions' button and selecting 'View' from the dropdown options.
On this page, a 'Chat icon' appears right next to 'Ticket response.' Click on the 'Chat icon' to begin the conversation.
Access Inbox via Ticketing
Click on the 'Ticketing' tab, and on the home screen, a 'Chat icon' is visible right in between 'Actions' and 'View activity' as marked on the image below.
Once you click on the 'Chat icon', a new chat window will pop up to assist you in initiating the conversation.
Access Inbox via Contacts
Once you're on the 'Contacts' home screen, you will notice 'Three dots' on the right side of every row of your contacts.
Hover over the 'Three dots' and click on the 'Chat icon' to initiate the conversation.
Access Inbox via Campaigns
To begin a conversation, select 'Campaigns' from the left navigation rail and click on the 'Campaigns' tab in the top center. Hover over the 'Three dots' on the right side of the screen and select 'View details' as the image suggests below.
Click on the 'View recipients' and hover over 'Three dots' on the right side of the screen.
A 'Chat icon' will appear, and click on the 'Chat icon' to begin the conversation.
You can also start a conversation under the 'Automations' tab of 'Campaigns.' Go to 'Automations' and follow the above steps to initiate the process.
NOTE:
You cannot start a conversation with an 'Anonymous' or 'Deleted' contact.
NOTE:
You can choose either email or text message as a medium for conveying your message. If you have a customer's email added to your contacts, the message will be delivered as an email. In case you have a customer's contact number, then the message will go in the form of a text message. If you have both, then you may choose either medium to convey the message.