Inbox customization
Conversations are displayed in the categories based on their status - Open (user action needed) or Closed (finalized with no further action).
All categories show Open conversations, except Closed - which includes only Closed conversations, and Call History - which includes both Open and Closed conversations.
Personalize the display of your inbox by selecting preferred categories for Conversations and Calls views. Among suggested categories you can select all, or only those which are most relevant for your work. At least one category should be selected in each view.
The following categories are available:
Conversation view
- Unread - new or marked-as-unread conversations not yet viewed (including new missed calls, new SMS/MMS, etc.)
- Open - all conversations (inbound/outbound) requiring action - includes assigned and unassigned
- Assigned to you - open conversations currently assigned to the current user
- Unassigned - open conversations not yet assigned to any user
- Outbound - open conversations involving a new outbound interaction or response
- All - includes open and closed conversations for full history view
Calls view
- Missed calls - missed calls and voicemails within Open conversations
- Voicemails - missed calls with voicemail within Open conversations
- Callback requests - missed calls with callback requests within Open conversations
- Follow up - outbound calls flagged as “follow-ups” from Power Dialer sessions
- All - all call types from Open and Closed conversations