Manage Inbox 2.0 conversations

Hide a message, mute a post, or mask content in a conversation to protect privacy, moderate a message, or keep the queue tidy for agents.

To find the options to manage messages do the following:

1. Go to Inbox 2.0 and open a conversation in the agent workspace.
2. Point to a comment, and select Message actions.
   

Mute a post

Sometimes a post creates so much traffic that the New queue becomes difficult to navigate and agents have a hard time responding to conversations that need immediate attention. When this happens, you can mute a post in Inbox 2.0 and exclude comments on specific posts from Twitter, Facebook, and Instagram. Once a post is muted, comments on that post are not included in the thread.

1. Go to Inbox 2.0 and open a conversation in the agent workspace.
2. Point to a message, select Message actions, and then select Mute post.

When a post is muted, a log is created and stored. To view all muted posts, go to Admin settings, expand Social media, and then select Muted posts. From here, you can do the following:

• Visit the original conversation in the social network.
• View timestamps and the admin who muted the post.
• Unmute individual threads.

Mask a message

Conceal the full text of inbound messages that contain sensitive information, both in conversation history and in back-end storage systems. This works on all channels, both public and private.

1. Go to Inbox 2.0 and open a conversation in the agent workspace.
2. Point to a message, select Message actions, and then select Mask.

This will replace all message content with asterisks (*), one for each character in the message. The message audit trail will say, “Message content masked by [Admin Name] - [timestamp]."

For more information, see Protect customer information in Inbox 2.0.

Hide or unhide a comment

Hide Facebook, Instagram or Twitter comments. When you hide a comment, only the commenter and their friends can see the comment. The commenter is not informed that the comment is hidden.

1. Go to Inbox 2.0 and open a conversation in the agent workspace.
2. Point to a message, select Message actions, and then select Hide or Unhide.