🔒included in ALCMEON CARE ESSENTIAL, ALCMEON CARE ENTERPRISE

The inbox is the home page for your advisors, where they collaboratively handle customer messages across all the channels connected to Alcmeon

Since Alcmeon is built as a conversational platform, advisors can manage messages and conversations directly - without worrying about tickets or statuses. Alcmeon handles all the logistics behind the scenes, so your team can focus on what really matters: responding to your customers.

Overview

Start replying to your customers quickly through the Alcmeon inbox, where you'll find all customer messages waiting for a reply under the “Received” tab. This includes messages from all your connected channels such as AlcmeonChat, WhatsApp, Facebook, Instagram and more.

By default, messages are sorted to show those with the oldest conversation start date at the top - following the first-in, first-out (FIFO) method, widely recognized by experts as the most efficient approach. If you need to focus on a specific channel, simply use the channel filters on the left to narrow down the message list.

For each message, you’ll see key details about the customer and their conversation, including the full text of their latest message. On the right, you’ll find the channel they used to get in touch and how long ago the message was received.

Click the blue arrow to assign a message to yourself and begin handling it from the Conversation Page. You can also use the other buttons to take additional actions, such as moderating a comment, archiving the message if no response is needed, or routing it to another team if it falls outside your scope.

🏆 Pro tip: Save time by handling messages one at a time. Assign yourself a message, send your reply, and don’t wait for the customer to get back to you. Instead, move on and pick the next message from another customer directly from the inbox.

Layout

The Inbox is organized into three sections:

➔ A - Message status tabs - navigate between different message categories: messages received, in progress, replied to, or archived.

➔ B - Filters and sorting options - narrow down the message list by channel, account type (messaging app, social network, etc.), and more ... the possibilities are endless!

➔ C – List of messages : Displays all messages based on the selected tab and filters. Advisors can quickly review conversation details and select the message they want to handle.

Note: This guide focuses on the inbox in ‘pull’ mode, where advisors actively choose which message to handle next. There is also a ‘push’ mode, where messages are automatically assigned to advisors based on priority rules you can configure. This setup is particularly well-suited for large customer service teams.