Retailers need a simple way to find important customer conversations without the need for extensive searching. We simplify this process by removing system-generated messages from the inbox and providing the option to move older conversations out of the inbox. Closed conversations remain accessible in a separate tab, while incoming conversations open directly in the inbox.
This article explains the Decluttered Inbox setting in the Dashboard. Click HERE to see how it works in the IOS app.
How it works
In Message Settings, you'll find a feature called Decluttered Inbox. When you enable this setting, you get:
- A "Closed" tab in the inbox for viewing closed conversations.
- A "Send and Close" button in open conversations.
- Open and Close icons in each conversation thread and menu.
Send and Close Button
In every open conversation, you'll find a "Send and Close" button within the chat textbox. Clicking it sends your message and closes the conversation, removing it from the My Inbox & Store Inbox for all associates.
Closed Tab
Next to the My Inbox and Store Inbox tabs, you'll see a "Closed" tab. The Closed tab shows conversations closed within the current store view.
Open and Close Icons
You have the option to close or reopen conversations using the eye icon found at the top-right corner of each conversation or in the chat menu.
- When the conversation is open, you'll see an eye icon with a slash. Click it to close the conversation.
- If the conversation is closed, you'll see an eye icon. Click it to reopen the conversation.
Open or Close Conversation from Within Thread
Open or Close Conversation from Menu
Questions & Answers
Where can I find closed conversations?
Closed conversations are found in a separate tab within the inbox labeled "Closed".
If I close a conversation, will it close for other associates?
Yes, changes to conversations made by one associate apply to all associates.
If we have multiple stores, will closing a conversation in one store close it for all stores?
No, conversations are store-specific, meaning changes in one store won't affect conversations in other stores.
Can I close conversations in bulk?
Currently, there is no way to bulk close conversations.
What will automatically reopen a conversation?
Closed conversations reopen when a customer responds or when an associate manually sends an outbound message. Outbound auto or mass messages will not reopen closed conversations.
Why do I find closed conversations when I search in the Store Inbox?
The search bar covers all three inboxes, so you'll find conversations regardless of the inbox you are viewing.
Will closing a conversation also mark it as read?
No, if an unread conversation is marked as closed, it will remain unread and will show up when filtering for unread messages.