How do I manage Inbox conversations within Birdeye mobile app?
Using the Birdeye mobile app, you can effortlessly assign a conversation, add notes, and change the status of the conversation.
MOBILE APP
You can download the Birdeye app from either the App Store (iOS devices) or Google Play Store (Android devices) or by scanning the QR code below.
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ASSIGNING A CONVERSATION
To assign or reassign a conversation within your team, tap on the corresponding three-dots icon and select the ‘Assign’ option.
NOTE
By default, a conversation will be assigned to the user who initiates it.
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Now, select the user or team to whom you would like to assign the conversation. You can also use the ‘Search’ icon to search for a user or team.
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Alternatively, you can also assign to a team member tapping on the ‘Actions’ icon.
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When a window pops up on the bottom, tap on the ‘Assign to’ option.
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MARKING A CONVERSATION UNREAD
Unread conversations are highlighted on the Inbox screen which helps team members to prioritize the conversation at a later time. To mark a conversation as unread, tap on the ‘Actions’ icon. Now, select the ‘Mark as unread’ option at the bottom.
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Once the conversation has been marked as ‘Unread’, a notification will appear on the top.
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ADDING AN INTERNAL NOTE
You can add an internal note to a conversation if you want to leave an important message for team members. To add a new note, tap on the ‘Actions’ icon and select the ‘Add internal note’ option.
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On the next screen, enter the note and tap on the ‘Tick’ icon.
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Once the note is added, a notification will appear on the top and the note will be added as a highlight in the conversation.
IMPORTANT
The note will be visible to all the users.
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CLOSING OR REOPENING A CONVERSATION
On the default Inbox screen, all the messages are categorized under 'Open' and 'Closed' tabs. The 'Open' status that a query needs to be addressed or an issue needs attention. The 'Closed' status indicates that a message has been resolved or taken care of.
NOTE
If a customer initiates a conversation again, the status of the message will automatically change to ‘Open’.
To close a conversation, tap on the three-dots next to the conversation, and tap on the ‘Close’ icon. Alternatively, you can also close a conversation by tapping the ‘Close’ icon next to the ‘Actions’ icon.
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USING FILTERS
To apply filters within the inbox, tap on the ‘Filter’ icon on the top right of the Inbox screen.
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The mobile app Inbox is organized to manage conversations based on filters such as ‘All messages’ and ‘My messages'.
All messages: This Inbox contains all messages with both open and closed status. In the case of a multi-location account, it will display messages across different locations. NOTE: Users can only view messages for the locations they have access to.
My messages: This category contains all the messages assigned to you within the Birdeye account.
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