Article updated: June 02, 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.
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.
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.
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 below a message, and then search for and select one or more tags from the list.
Applied tags appear below the message and stay associated with that message.
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.
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.
To attach a file, select the paperclip icon in the Reply box. A message tells you how many files you can attach.
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.
Rich messages are a great way to make your customer conversations interactive and to kick-off key workflows for your team. You can see rich messages in the chat when you use them in conversation. They allow you to send quick replies, carousels, and postback buttons to your customers on Facebook, Instagram, and Twitter.
To add a rich message, enter the social network syntax in the Reply box and send the message. Make sure you check for typos so that you send a rich message and not just syntax.
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.
- In the Reply box, select Attach GIF.
- Enter a search term, and then press ENTER.
- Select a GIF to attach it.
- 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.
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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