How to optimize my daily work using inboxes, views, and best practices?

As an agent, when you handle many conversations a day, the difference between being busy and being efficient lies in how you use your inbox. Here you will learn to anticipate, prioritize better, and avoid repetitive tasks, working more strategically as an agent.

🟥 When to use priority inboxes?

Priority inboxes are designed for what cannot wait.

Use them when you need to:

Attend to VIP clients.
Monitor conversations at risk of SLA.
Focus on urgent or sensitive cases.

Key features:

Maximum 5 inboxes per agent.
They are updated in real time.
They show a conversation counter (up to 50).

💡 Recommendation: Keep only inboxes that truly require immediate attention. If everything is a priority, nothing is.

🟦 When to use custom views?

Custom views help you organize and track, without generating unnecessary pressure.

They are ideal for:

Commercial follow-ups.
Active campaigns.
Cases that do not require immediate response.

Key features:

Maximum 10 views per agent.
They are updated in real time.

💡 Recommendation: Use views to organize your future work, not to solve the urgent issues of the moment.

🛠️ Best practices of advanced agents

The most efficient agents don't work harder, they work smarter. Apply these practices in your day-to-day:

Keep categorizations and tags updated to not lose context.
Use the traffic light to prioritize critical conversations.
Update the client stage when there is real progress.
Take advantage of keyboard shortcuts:
- / for quick actions.
- Enter to answer.
- Drag & Drop to reorganize views and inboxes.

💡 Fewer clicks = more time to serve clients.

📌 Practical organization examples

Recommended inboxes:

Pending SQLs → Stage = SQL + Advisor pending.
Expired → Advisor attention status = Expired.

Recommended views:

To be categorized today → Conversations without categorization or with pending follow-up.

💡 Tip: Name your inboxes and views clearly and specifically. It will help you decide faster what to address.

When you handle many conversations a day, the key is to anticipate, prioritize better, and reduce repetitive actions. At this level you will learn to work more strategically as an agent.

What is categorization and why is it important?

Categorization indicates how a conversation ended and is used for analysis, reports, and attention tracking. Categorizing correctly allows you to understand the reason for closing each conversation and improve decision-making based on the data.

How to categorize a conversation:

End the attention.
Click on Categorize.
Select the corresponding category.
Save the changes.

📌 The available categorizations depend on the group assigned to the conversation.

Also, in the new inbox you can mark categorizations as favorites, which allows you to access the options you use most frequently faster. This streamlines the closing of conversations and makes your workflow more efficient, preventing you from always having to search among all the available categories.