One Inbox - More Powerful View for Managing Your Conversations

Start using a more powerful view for managing your tickets & conversations. Our old Conversation section is now a One Inbox view. 

In this article, you’ll learn:

• What are One Inbox benefits 
• How to use One Inbox
• Live conversations section
• Operators activity section
• Conversations' views

One Inbox benefits 

Organize conversations smarter

Understand which conversations require your attention, thanks to the separate folders and new, clearer conversation counters.

Be there for your coworkers

Access your colleagues’ conversations with one click. Manage your team and assist your coworkers in a blink of an eye.

New solved conversations box

Sort out the conversations when they’re finished. When your discussions end, solve them to see a convenient preview of all your closed conversations in one designated folder. 

One view for tickets and conversations

No need to jump between tabs. When you’re done with the most urgent chats, access tickets immediately.

How to use One-Inbox

You’ll automatically see our new One Inbox view by logging in to your Tidio account. You can later decide whether to stay with our new, more powerful view for managing your conversations or return to the old Conversations view by disabling it in your Tidio panel. 

Live Conversations 

In your One Inbox, you’ll see three main preview options for the Live Chat conversations that contain three tabs: Unassigned, My open & Solved folders.

Unassigned

The unassigned tab shows you all incoming chats from your website visitors that haven’t been assigned to any operators. It’s the main folder from which you can pick up the conversation to join it and assign it to you as an operator. 

My Open

My Open tab shows you all the conversations currently assigned to you as an operator. 

Solved 

The solved tab shows you all your finished chats. It’s a form of history or archive with all your finished conversations that you solved. 

The red counters next to each tab will inform you about new messages from your website visitors.

Operators activity 

Under the Operators activity tab, you’ll see a list of operators through which you can oversee their work and help them with their cases. 

You can see the preview of other operators’ conversations without joining them by clicking on the chat under the chosen operator. The operator & user will not be able to see that you’re previewing the conversation. If you would also like to join the chat and be able to write, click on the blue join conversation button. 

Conversations' Views

Conversations Views can help you prioritize your workload. They can help you learn about the conversation topics without even reading them, and take care of those needing an urgent response first. It's a great help for all order-related issues & questions. It can help you and your team to manage the time more efficiently by dividing the conversation topics & channels between your operators or teams.

The Views feature enables automatic (AI) visitors' intent & channel recognition. When the intents are recognized, the conversations are grouped by the topics of the intents. Messages that come from Messenger & Instagram are visible inside the specified channels folders.

At this moment, we introduced 4 e-commerce-related topics:

• Products
• Order status
• Order issues
• Shipping policy

and 2 communication channels:

• Messenger
• Instagram

How do Views work? 

When a new Unassigned message that contains one of the 4 intent topics (products, order status, order issues & shipping policy) arrives or comes from the Instagram/Messenger channels  - it's automatically classified into one of the intents or channels folders with a notification (the message must be more than one word long to be classified). 

All conversations with the intent or channel picked by the operator (also the conversations previously assigned to the operator) will be visible to the operator in that view. 

Please keep in mind that, right now, only conversations in English can be classified as topics, and our system only looks at the first message sent by the visitor.  That means the messages with only one word, such as "hello" will not be classified into topic groups.