Smart Inbox Overview

Qpien’s Smart Inbox is a centralized, user-friendly platform to manage all your customer conversations in one place. Messages from integrated channels like WhatsApp and Live Chat are collected here for quick and easy responses.

Key Features

1. Top Menu (Left to Right):

   • Pencil icon to create a new message

   • Magnifying glass to search conversations

   • Close button to exit the Smart Inbox section

     
     

2. Assignment Categories:

   • Mine: Conversations assigned to you

   • Unassigned: New incoming messages not yet assigned

   • All Conversations: Complete list of all chats

     
     

3. Teams:

   • View and manage conversations by team groups

     
     

4. Team Members:

   • Filter conversations handled by individual team members

     
     

5. Views:

   • Access conversations by integrated channels such as Live Chat, WhatsApp, etc.

     
     

6. Conversation List Settings:

   • Left panel: toggle between open and closed conversations

   • Right panel: sort conversations by newest, unanswered, starred, or oldest

     
     

7. Conversation Controls:

• Assign conversations to teammates

• Close conversations

• Make voice calls

• Add tags, star, or mark conversations as spam

  
  

8. Message Area:

• Add internal notes (not visible to customers)

• Use quick replies

• Insert emojis, files, and voice messages

  
  

9. AI Assistant Support:

• Get smart reply suggestions and send messages quickly