🔒included in ALCMEON CARE ESSENTIAL, ALCMEON CARE ENTERPRISE

The inbox is the home page for the advisors who will process your customers' messages, in a collaborative manner and for all the channels you have connected to Alcmeon.

As Alcmeon is a conversational platform, you will see in the rest of this guide that the advisers will be able to process messages and conversations there, without having to manage tickets or statuses: Alcmeon takes care of everything so that you can concentrate on what's essential: responding to your customers.

Overview

Start replying to your customers quickly: in the Alcmeon inbox, you'll find all the messages from your customers that are waiting for a reply (‘Received’ tab), on all your channels such as AlcmeonChat, WhatsApp, Facebook, Instagram and others.

By default, these messages are sorted to display the messages with the oldest conversation start date at the top of the list, in order to apply the first-in-first-out method considered by experts to be the most effective. And if you need to focus on a particular channel, filter the messages using the list of channels on the left.

For each message you will find the essential information about the customer and their conversation, in particular the full text of their last message and, on the right, the channel through which they are contacting you and the age of their message.

Click on the blue arrow to assign a message to yourself and start processing it from the Conversation Page. You can also use the other buttons to perform other actions, such as moderating a comment, archiving the message if it doesn't require a reply, routing the message to another team if it's not within your remit, etc.

🏆 Pro tip - Save time by dealing with messages one by one. Assign yourself a message, reply to the customer and don't wait for them to come back to you; you can choose a message from another customer and reply to it from the inbox.

Layout

The Inbox is divided in 3 sections :

➔ A - Message status tabs to navigate between messages received, messages being processed, messages replied and archived messages

➔ B - Filters and sorting that can be applied to the list of messages, to display only messages from a given channel, or from a messaging or social networking account,... the possibilities are endless!

➔ C - List of messages corresponding to the tab and filters defined, from which an advisor can view the details of each conversation and choose the message they wish to process.

NB: In this guide, we will look at the inbox in ‘pull’ mode, i.e. where an advisor can choose the next message to be processed. Note that there is also a ‘push’ mode, in which an advisor is automatically allocated his next message using priority rules that you can configure. This mode is best suited to large Customer Service teams.