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  Article updated: March 19, 2023

Manage conversations in Inbox 2.0

Audience: Inbox 2.0 agents

Helping contacts with questions or problems is more than just a friendly reply. You’ll be keeping track of the status of ongoing conversations and resolving them when finished, and you may also need to categorize conversations, switch from a public to a private conversation, or attach files or GIFs to conversations.

Select any of the following options for details about what you can do in conversations.

Use boomerangs to follow up on conversations

When you want to follow up with a conversation later, you can use a boomerang to move it from the Pending or Resolved queue back into the New queue after a set period of time. Set a conversation to “boomerang” back to the New queue by selecting the clock icon next to Pending or Resolve.

You can set your boomerang to occur in 15 minutes, 1 hour, 4 hours, or 24 hours, or choose a custom time by selecting the calendar icon. You can also add notes to the boomerang to include follow-up information.

A Cancel boomerang button appears, allowing you to cancel the boomerang at any time and reminding you that a boomerang is set on the conversation.

If a boomerang moves a conversation to the Pending queue, the agent assignment stays the same.

Add topics

You can apply topics to conversations to help with categorizing, routing, and prioritizing. For example, you might add a topic to categorize a conversation so it routes to a certain queue or gets included in a specific report.

Topics are created by admins. To apply a topic, select the Topic button in an active message and choose from the list of available topics.

The Topic button appears in the header of each conversation.

Applied topics appear in conversation headers and stay associated with that conversation.

Add tags

You can apply tags to messages to add metadata about that message. For example, you might add tags to a message to express the message sentiment (positive or negative), define the message type (question, comment, request, etc.), or identify parts of the overall conversation (greeting vs. closing).

Tags are created by admins. To apply a tag, select Tag message next to a message. You can select one or multiple tags from the suggested tags at the top or from your the list of available tags.

Applied tags appear below the message and stay associated with that message.

Switch from public to private messages

If a contact posts a public comment on Facebook, Instagram, or Twitter, you can reply with a private message.

To reply to a public comment, select Comment, and then choose Private message.

Selecting Private message above the Reply box on an Instagram comment.

You can send only one private message. You may continue messaging the contact only if they respond to your private message. This is a privacy restriction imposed by the social networks.

Attach and receive files

To attach a file, select the paperclip icon in the Reply box. A message tells you how many files you can attach.

An Upload file message for Twitter explaining that up to 4 files can be added to the message.

You can only send one attachment at a time, with the exception of Twitter, which allows up to four attachments.

You can receive multiple attachments from contacts.

Add animated GIFs

To personalize a message, you can attach animated GIFs to conversations. You can do this in public and private Facebook and Twitter messages, and in messaging channels.

  1. In the Reply box, select Attach GIF.
  2. Enter a search term, and then press ENTER.
  3. Select a GIF to attach it.
  4. Send your message.

You can delete the GIF after attaching it by selecting the X. You can also select Attach GIF again to close the widget.

Copy a full conversation

To copy an entire conversation to your clipboard to use elsewhere, select Copy in the header of the conversation. A new window shows the text that will be copied to your clipboard. Select Copy to confirm.

All inbound and outbound messages for that conversation are included. Attachments (like files and images) aren’t copied, but a note indicates that an attachment was part of the conversation.


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