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Watch Video in FullscreenNever miss a conversation with your customers again!
Exchange SMS, Facebook, and Google My Business messages with your customers through Inbox.
How Does Inbox work?
1. A customer initiates a conversation with your business.
Customers can access messaging features on the native site(s)—such as Google My Business or Facebook. Or customers can use SMS messaging to initiate a conversation with you.
2. Your business manages the conversation from the Reputation Inbox.
Leverage team workflow options to easily filter messages for one or more locations. Assign, reply, and close conversations. Track leads and analyze metrics all from one platform.
3. The customer receives a seamless messaging experience.
The conversation remains in the same channel from which the customer initiated.
There are two tabs on the Reputation Inbox page: Inbox and Metrics.
Inbox Tab
Using Filters
Top line filters affect the data shown on the tab.
Secondary filters apply when clicking on the Conversations dropdown.
Managing Conversations
Click a conversation to start interacting. Conversations come from configured SMS, Facebook, or Google My Business accounts.
| 1 – Start Conversation | Click Start Conversation to send an SMS message to a customer. Google My Business and Facebook messages cannot be initiated from the platform. Enter the Location, Customer Name, and Customer Phone Number. Choose to send a message or request a review. If sending a message, type your message. If requesting a review, select the request template from the dropdown menu. |
| 2 – Assignment | Click to assign the selected conversation to a user in the platform. Begin typing the user's name to activate a user list to select from. Click "Assigned to" box and delete the user's name to unassign the conversation. Users are automatically notified via email upon assignment. |
| 3 – Options | Click the ellipses to view additional actions for your conversation. Choose to mark as read, flag, or close. These actions only apply to the Reputation platform; there is no impact on the native site. |
| 4 – User Info | View the information saved in the platform for the customer in the conversation. Click to edit the customer's name, email, phone number, or tags. |
| 5 – Response Box | Reply to the conversation. Insert a template as a starting point for your response. You can also insert emojis, variables, and attach files to your response. Click Send to send your message to the customer. Click the arrow next to send and choose Private Note to include an internal note in the conversation. Internal notes are not sent to customers. |
- A customer must opt-in to receive SMS messages before you will be able to respond.
- Facebook messages must be responded to within 24 hours.
Metrics Tab
Summary Area
Displays the total results for the selected filter(s).
| Metric | Description |
|---|---|
| All Conversations | Total of all conversations created in the selected period. View the percent change and value of the previous period. |
| Average Time to Respond | The average time it takes to respond to customer messages in the selected period. View the percent change and value of the previous period. |
| Average Time to Close | The average time it takes to close customer messages in the selected period. View the percent change and value of the previous period. |
| Response Rate | The percentage of customer's messages that have been responded to in the selected period. View the percent change and value of the previous period. |
Conversation Totals
Understand the percentage of open, unassigned, and unresponded conversations in the selected timeframe.
Team and Location Performance
Measure conversation metrics by team member and by location. View quantity of open, assigned, and unresponded conversations as well as the average time to respond, average time to close, and response rates.
Metrics Options
To access additional options, click the ellipses (
) in the top, right corner of the page.
Options include: Download PDF, Download CSV, Schedule, or Forward. Any filters that are currently applied to the data set will persist to all options.
Operations that take time to process large amounts of data may invoke a pop-up window that allows you to either wait for the operation to continue as a download (must stay on the same screen) or to be notified via email with a link to the download (can move to other screens).
| Option | Description |
|---|---|
| Download PDF | Export the current data set into a PDF report. The Title Page of the report includes your account logo, name of the report (Messaging SLA Metrics), time period selected, and locations selected. |
| Download CSV | Export the current data set into a CSV format. |
| Schedule | Create a scheduled report to automatically send an email with the current data set as a PDF or CSV attachment to other users within the platform (individual or role) or email addresses outside the account. Specify a report Name, Frequency (Daily, Weekly, Monthly, Quarterly, Yearly), Format, and Message to include in the body of the email. You can edit scheduled reports from the Reports tab. |
| Forward | Send the current data set via email with a PDF or CSV attachment to other users within the platform (individual or role) or email addresses outside the account. Specify a Subject and Message to include in the body of the email. |
Delivery emails include a link to view the report as well as a link to launch the report within the platform in order to interact with the data and add customizations (available to users with account credentials).
Report links are live for 7 days.