As an agent, when you handle many conversations per day, the difference between being busy and being efficient is in how you use your inbox. Here you will learn to anticipate, prioritize better, and avoid repetitive tasks, working in a more strategic way as an agent.
⚠️ IMPORTANT: This functionality is currently in Beta and its availability will be progressive.
🟥 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 SLA risk.
Focus on urgent or sensitive cases.
Key features:
Maximum 5 inboxes per agent.
🛑 Important: If an agent has already reached the maximum number of allowed inboxes and you create or assign a new one to them, the latter will not be visible in their side panel.
They update 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 follow up, without creating unnecessary pressure.
They are ideal for:
Sales follow-ups.
Active campaigns.
Cases that do not require immediate response.
Key features:
Maximum 10 views per agent.
They update in real time.
💡 Recommendation: Use views to organize your future work, not to solve what is urgent right now.
🛠️ Advanced agent best practices
The most efficient agents don't work more, they work better. Apply these practices in your daily routine:
Keep classifications and tags updated so you don't lose context.
Use the traffic light to prioritize critical conversations.
Update the customer stage when there is real progress.
Take advantage of keyboard shortcuts:
/for quick actions.Enterto reply.Drag & Dropto reorganize views and inboxes.You can use the "All" filter to select all agents in a group if you wish.
💡 Fewer clicks = more time to serve customers.
📌 Practical organization examples
Recommended inboxes:
Pending SQLs → Stage = SQL + Pending advisor response.
Expired → Advisor attention status = Expired.
Recommended views:
To be classified today → Conversations without classification 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 per day, the key is to anticipate, prioritize better, and reduce repetitive actions. At this level you will learn to work in a more strategic way as an agent.
What is classification and why is it important?
Classification indicates how a conversation ended and is used for analysis, reporting, and monitoring service quality. Classifying correctly allows you to understand the reason for closing each conversation and improve decision-making based on data.
How to classify a conversation:
End the service.
Click Classify.
Select the corresponding category.
Save the changes.
📌 The available classifications depend on the group assigned to the conversation.
Additionally, in the new inbox you can mark classifications as favorites, which allows you to access the options you use most frequently more quickly. This speeds up conversation closing and makes your workflow more efficient, preventing you from having to always search through all available categories.
How to send files and content?
You can send images, documents, videos, and audio.
You can also drag and drop files into the chat.
Total limit: 15 files.
Work strategically, not exhaustively! 🚀
By mastering the difference between what is urgent (inboxes) and what is important (views), and by taking advantage of shortcuts and favorite classifications, you will drastically reduce your daily clicks. Organize your environment, prioritize your sales, and become the most efficient agent on your team. ✅