How does the shared inbox work?
Conversations holds every text, email and website chat with your customers, one thread per customer, shared with your team.
Conversations is your team's shared inbox. Every text, email and website chat with a customer lands there, in one thread per customer, and everyone on your team who can see customers sees the same threads.
Also called: shared inbox, inbox, messages, threads, Conversations, boîte de réception partagée, messages, conversations, textos, courriels
Step 1: Open Conversations
Click Conversations in the left menu. The list shows each customer you've talked with, newest first. Click one to open the thread: texts, emails, calls and notes all sit in order.
Click: Conversations
Step 2: Pick what to see
Use the tabs above the list:
All: every open conversation.
Needs you: website chats the bot passed to you. It only shows while some are waiting.
Unread: the ones nobody has read yet.
Mine and Unassigned: the customers you follow, and the ones nobody follows. They show when your team has more than one person.
Closed: conversations you're done with.
Click: Conversations › Unread
Step 3: Answer and choose who follows
Write under the thread. Send by picks Text, Email or Internal note; it starts on the channel the customer last used. Followed by picks the teammate in charge. It changes the customer record's owner too.
Click: Send by › Text
Step 4: Close it when it's handled
Click Close. The conversation moves to Closed and comes back by itself when the customer writes again. Changed your mind? Click Undo, or Reopen later.
Click: Close
Good to know
At the top of a thread you also find Call and Meeting. More actions has Open record and Delete.
Delete removes the conversation's emails and texts from Alori. Nothing is deleted in Gmail.
The Customer details panel on the right shows the record, with the company they work at. Click Add on Companies to pick or type their company. Hide the panel with Hide customer details.
You can ask Ask Alori "who wrote this morning?" or "close Benali's conversation".
If it doesn't work
"Preparing your conversations…" stays on screen. Wait a few seconds, then reload the page.
"Your messages with customers, in one place" and nothing else. No one has written yet. Start one with New conversation, or write from a customer's record.
There's no message box or New conversation button. Your role can only view conversations. Ask the owner.