OneView Inbox (messages)

OneView Inbox is the ability to bring together Messages across all channels into one Inbox, making it easier and faster for the agents to respond. The Messages section includes all Messages including agent and bot with all users across multiple channels in a single view. 

The agent or supervisor can access the Messages tab on the left menu of the portal. It is available with all the paid plans.

In our system, each user who interacts with our web or mobile chat platform is given a unique identifier. This identifier helps us keep track of who is sending messages. When a user sends a message, we use this identifier to recognize them, and their messages are then displayed in the list of recent conversations. This makes it easier for users to see their chat history and for our team to follow up on ongoing conversations.

The way we handle identifiers varies depending on the platform the user is using. For platforms like Telegram or WhatsApp, we use the user's phone number as their unique identifier. For Facebook, it's a bit different. We rely on the unique identifier associated with the user's Facebook account to group their messages together. This ensures that messages from the same user are correctly attributed regardless of the platform they're using to communicate with us.

Managing messages from users across different channels can be a bit complex, but our system has rules in place to handle this seamlessly. When a user sends messages across multiple channels, we gather these messages together and organize them under a single identifier. This consolidation process follows specific rules to ensure that the user's messages are correctly grouped together, making it easier for our team to manage and respond to their inquiries.

Additionally, our system automatically keeps track of both user context and account context for every message. This means that we have information about the user and their account readily available to us whenever they send a message. Furthermore, our support agents have the ability to edit certain details about a message if needed. However, it's important to note that any changes made by our agents only affect the account they're currently assisting.

Finally, messages are available for viewing on our platform for a period of 30 days per account. After this time, they are no longer visible. This helps keep our platform organized and ensures that users can easily access recent conversations without cluttering their interface with older messages.

If you face any issues or queries please reach out to us at [email protected]