Start using your Inbox

Pre-requisites: You will need ‘Read’ access to view conversations in Inbox. You will need ‘Write’ access to engage with visitors through chat.

The ZI Chat Inbox empowers your team to engage with your website visitors through chat and monitor your visitor chat history. It has separate sections for Human and Bot conversations. When your agents identify a potential prospect interacting engaging with a bot flow, they can initiate a chat connection and engage them while they are still on your website. 

Chat in Inbox

Locate the Inbox icon on the sidebar.

All conversations in Insent will be listed in the left panel. Conversations are listed as ‘User' or 'Bot’ conversations.

Note: When someone on your team joins a ‘Bot' conversation, the chat will be moved to the 'User’ section.

Chat in Inbox can be filtered based on the conversation type. You can also segment visitors into homogenous groups using visitor tags in Inbox to classify visitors during a chat, learn more about Visitor tags in chat here.

Changing the status of a conversation

You can change the status of an ongoing conversation. You can mark a conversation as ‘Open’, ‘Close', or ‘Pending’.

You can identify a conversation thread based on a date range or a time interval using the filter option. 

You can quickly switch between Human and Bot chat through the ‘User’ and ‘Bot’ tabs in the left panel. This will help you and your team manage ongoing chat conversations.

Joining a conversation

You can add or remove agents to a conversation through the action button on the top right corner of the Inbox. Clicking the '+' icon will show a list of agents you can assign to or remove from a chat conversation. You can join a conversation by sending a message to a visitor. 

Toggling Availability Status

Click on the profile picture to set up your availability status. Set your status to ‘Available’ to begin receiving connection requests in Inbox.

Accepting an agent connection request in Inbox

You can configure alerts to specific agents and teams through the 'Connect to agent' step in the conversation flow. This will help alert specific agents when your high-value prospects are active on your website. Your agents can then quickly jump in and engage them when they've started exploring the website.

To learn more about different ways to configure the 'Connect to agent' step, please refer to the routing article

Note: The agents should have their Availability status turned on to receive agent connection requests.

When an agent is alerted through the 'Connect to agent' step, they will see a pop-up notification requesting whether they would like to accept and respond to the visitor. 

Accepting the visitor connection request will add the agent to the conversation, the agent can then begin engaging the visitor through live chat. 

If an agent declines the connection request, then the connect to agent step will continue execution till the execution time is met or another agent accepts the connection request based on the configured alerting logic.

Note: If agents do not respond to the connection request and the execution time of the connect to agent step elapses, then the agent connection is said to expire. Agents can however attempt to connect with the visitor by sending a message or a  quick reply from Inbox .

Account-based view in Inbox

The account-based view will give you an overall view of the company and the visitor. The data will include the referral URL of the site visitor, the site visitor's recent activity, the list of other SDRs involved with the company, etc.

You will access the account-based view by clicking on the 'Show details' button on the top right corner in the Inbox.

Enable Browser Notifications

Insent will request you to enable notifications for the Insent Inbox on the first time load. You should allow Insent to send you browser notifications, this helps us notify you when a qualified visitor is online. 

Note: You can change your notification preferences anytime. 

How to enable push notifications in Chrome Browser?

By default, Chrome alerts you whenever a website, app, or extension wants to send you notifications. You can change this setting at any time.

If you’re browsing in Incognito mode, you won’t get notifications.

Enable Notifications on Chrome
  1. Click on the padlock icon in the address bar on the address bar when you're on the Insent dashboard.
  2. You will see an option to “Allow” or “Block” Notifications in the menu. 
  3. Select the “Allow” Notifications option.

Chrome browser notif

You can also alternatively enable browser notifications for Insent from Chrome settings:

  1. On your computer, open the Chrome browser.
  2. At the top right corner, click More (ellipsis) -> Settings (Windows) or from the menu bar at the top, select Chrome -> Preferences (Mac)
  3. Go to Privacy and Security → Site Settings.
  4. Click Notifications.
  5. Go to Notifications → Allow: Next to "Allow," click Add. Enter the full ZI Chat instance URL (https://instance.insent.ai) and click Add.

Chrome privacy and security tab

If you see your Insent instance listed under Block, then you can click on the site settings and change Notifications settings from “Block” to “Allow”. This should enable browser notifications for your Insent dashboard.

How to enable push notifications in Safari Browser?

  1. Go to Safari preferences. Next, navigate to the 'Websites' tab.
  2. On the left menu, you will see an option to set ‘Notifications'. Select the Notifications menu to see the sites requesting notification permissions listed. 
  3. Select your Insent dashboard from the list and 'Allow’ notifications for Insent. You will now receive notifications from Insent on the Safari browser. 

Safari browser

How to enable push notifications in Firefox Browser? 

  1. Click on the Notifications icon (speech bubble) on the address bar when you are on the Insent dashboard.
  2. Click 'Allow Notifications'. You will now receive notifications from Insent on the Firefox browser. 

You can also alternatively enable browser notifications for the Menu button from Firefox settings:

  1. Click the Menu button and select 'Options'.
  2. Click Privacy & Security from the left pane.
  3. Scroll to the Permissions section.
  4. Click the Settings button to the right of Notifications.
  5. Select Allow from the Status drop-down for Insent.
  6. Click the Save Changes button.

Firefox browser

MS Teams Inbox

The Inbox tab experience in MS Teams is similar to the Chat Inbox. After integrating Insent with MS Teams you can route visitor chat to your Teams channels.

To stay on top of inbound chat in MS Teams, you can reply to a visitor in a thread in the ‘Posts’ tab in a Teams channel or use the Inbox view to respond to multiple requests at the same time.

Learn more about the Insent integration with MS Teams in this help article. You are always welcome to contact our Customer Success team at success@insent.ai for any further clarification or Chat with us from the Insent widget!

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