Breaking Down of Single Inbox

The Single Inbox feature will be a game-changer for our REVE Chat product that’ll consolidate multiple channel customer conversations into a single, unified platform.

With messages flowing in from all channels, agents would be able to effortlessly handle all conversations in one place and enable agents to provide prompt and exceptional customer service. Additionally it will empower organizations to get insightful reports on agent performance, lead information, and customer details, facilitating better and faster customer interactions.

Anatomy of the Inbox

Before moving into the details of single inbox, we need to understand the anatomy of the areas to understand what portion or areas will be named as what to address it.

1. Modules: Components added in the vertical navbar will be called as module. We will be putting the Single Inbox module/ dashboard module at the top of the vertical Nav.

2. Inbox: This panel will show the list of inbox types that will hold all active, incoming, previous chat conversations, online visitors and customer folders, such as: important.

3. Chat Item List: Depending on the selected inbox folder, this will provide a consolidated view of chat item list of active, incoming chats to navigate, manage, and monitor conversations efficiently.

   • Chat Items: Each Chat Item represents a single conversation thread with the customer in the platform.

4. Chatting Panel: The primary interface for real-time communication with the visitor.

   • Header: Displays essential details about the chat, such as- visitor's name, assignee, mark as important, search inside the conversation and more.

   • Main Chatting Panel: This serves as the central hub for managing multiple chat sessions with a unique customer in a single conversation.

     • Session: Displays a list of previous chat sessions, and ongoing session allowing agents and admins to go through all previous conversations of the customer and jump into any previous sessions quickly.

     • Logs: There will be multiple level of logs that will be printed within the conversation to track a conversation.

   • CATE - Channel Adaptable Text Editor: An intelligent text editor that adapts to different messaging channels and supports rich formatting, emojis, attachments, and other interactive elements. Based on the type of channels, features will vary.

5. Visitor Information Panel: Displays relevant information about the visitor, such as name, contact details, location, and any additional data collected during the chat session.

   • User Data: Provides a comprehensive view of the visitor's profile, visit history, system attributes data, and any relevant data associated with the user.

   • Notes: Enables team members to add internal notes and comments related to the chat conversation.

   • Files: This area will summarize the all the media files, documents and links sent by visitor and admin during the chat.

   • Apps/Integrations: Provides access to various integrated applications and services that enhance the chat functionality.

The Single Inbox is planned to be a powerful chatting feature with centralized inbox, comprehensive chat item structure, and integration capabilities. Moreover, it will enable efficient communication, collaboration, and management of chat conversations in a single place.

Any questions? Please email us at [e-mail] or scan to chat with us.