Communicate with customers through their channel of choice and close the loop in real time.
Exchange SMS, Facebook, and Google My Business messages with your customers through Inbox. The Inbox tab stores all conversations for connected sources.
Using Filters
Top line filters affect the data shown on the tab. Apply multiple filters to narrow your focus, including messages assigned to a specific team member, messages from a specific customer, and messages using a selected request template.
Secondary filters apply when clicking the Conversations dropdown.
Managing Conversations
Click a conversation to start interacting. Conversations come from configured SMS, Facebook, or Google My Business accounts. You may also see social posts and comments in Inbox.
Learn more about social community management in Inbox.
| 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 or insert a template, emoji, variable, and/or attachement. If requesting a review, select the request template from the dropdown menu. Learn more about configuring request templates. |
| 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 and click Assign. To unassign, click the Assigned to box, click the X, and click Assign. 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 or unread, flag or unflag, or close or reopen. These actions only apply to the Reputation platform; there is no impact on the native site. Options available depend on role permissions. |
| 4 – Customer Information | View the information saved in the platform for the customer in the conversation. Click to edit the customer's name, email, or phone number. |
| 5 – Response Box | Reply to the conversation on the Direct Message tab. 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. Add conversation notes on the Internal Note tab. Internal notes are not sent to customers. |
Keep in mind:
- If you are receiving GMB messages and not responding, Google can deactivate messaging capabilities from your GMB page.
- Facebook messages must be responded to within 7 days.
- A customer must opt-in to receive SMS messages before you will be able to respond.