Conversations

Before navigating to conversations/inbox you need access, A request will prompt where you can give a reason for going into the conversations/inbox.

What is the the Conversations Inbox

The conversations are accessible via studio.dialox.ai, provides a unified interface for managing all customer interactions across various communication channels such as chat, voice and email. This centralized inbox allows users to only view, not respond (for responding please go to inbox.dialox.ai, and manage multiple customer conversations seamlessly without switching between different applications. Real-time updates ensure that users are immediately notified of new messages or responses, allowing for prompt engagement and effective communication management.

As you can see above the Conversations are equipped with robust filter functions that help users efficiently organize and manage conversations. These filters allow users to sort messages based on criteria such as channel type (e.g., SMS, email), customer status (e.g., new, ongoing, resolved), assigned agent, or specific keywords.

By applying these filters, users can quickly locate specific conversations or prioritize their tasks according to urgency or relevance. The filtering options are easily accessible through a drop-down menu or sidebar, enabling users to refine their inbox view with just a few clicks, thus enhancing workflow efficiency and focus.

How to use the Conversations Inbox

To use the Inbox effectively on the Dialox platform, users begin by logging into the Conversations by Access Request, after that, this is where they are presented with an overview of all active conversations. Selecting a conversation thread opens a detailed view that displays the entire message history along with relevant customer information.

From this interface, users can directly respond to messages, assign conversations to other agents, mark issues as resolved, or add internal notes for future reference.

If you want to respond and take on (new) messages please use inbox.dialox.ai. You can only reply on messages within that domain.