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Admin Inbox Setup Guide for Chat

Jorge Ferreira Filho
  • Updated

Who can use this feature?

Available on Chat
Available to Only Admins
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As an Admin, you can configure how your team uses the Inbox part of the app, where they will have and store live conversations with prospects.

Table of Contents

Data Fields Visibility

After clicking on the "Inbox" option in Chat's left-side menu, on the right-hand side of your Inbox, any visitor data that is captured through a Data Field used in a Journey will appear: 

You can configure the visibility of the prospect's associated fields by clicking the "Show all fields" button, which will display  a list of fields you can Show or Hide from the main view:

You can also choose fields to be hidden/shown from your reps' view by clicking on the eye icon right next to them:

Reps Setup to Book Meetings

When a rep is ready to book meetings through Inbox, we want to ensure they can access the right Team Meeting Type to trigger the proper Salesforce actions. This section will outline the steps to configure this for all reps using Chat's Inbox.

  1. The Inbox integrates with ChiliCal, allowing reps to book meetings for themselves and others seamlessly. If you haven’t already created a Team Meeting Type, you’ll want to prepare one for reps to use when booking meetings from Inbox.

    Within the required workspace's left-hand side menu, click "Meeting Types" under "Assets": 


  2. Under ChiliCal in the left nav bar, create a one-on-one Scheduling Link by expanding ChiliCal's section, and then clicking the "Scheduling Links" option: 


    1. Then, click the "Create New" button in the top-right and select the "One-on-One" option.

  3. Share the scheduling link with the Teams who should be able to book and receive meetings through Chat Inbox:


  4. Under ChiliCal in the left nav bar, navigate to CRM Actions and confirm your Salesforce settings. To Create Events from Inbox meetings, ensure the Create Event toggle is in the Enabled position below:


  5. Reps should be ready to book meetings! When they click on the Scheduler from Inbox, they should always select the Team Meeting Type created in the workspace to ensure Salesforce settings are applied:

Setting User's Default Scheduling Links

As an Admin, you can set up the Meeting Type (via Scheduling Links) used when booking meetings through Chat's Inbox for your Team.

  1. In the left-hand menu, expand the ChiliCal section, and then click "Scheduling Links":



  2. In the top-right of your screen, there's the 'Create new' button:

    There will be two options (Group meetings coming soon!):



  3. Once you create the Scheduling Link, on the right side of your page, we have the Sharing Settings, which allows you to share the new Scheduling Link with one or more Teams or specific users from the same workspace. This is where we will associate with your sales reps.


  4. After creating the Scheduling Link, navigate to the User Controls page in the left-hand menu, also under ChiliCal:


  5. Within the Default Scheduling Link column, select the one you created and assign it to each Sales rep that should use it. By default, you will see everyone with the Keep the default user setting option, so this is something you must change for the required users.

We also have a dedicated article for Scheduling Links here and another one for User Controls here if you want to dive more into these features.

Using Handoff to Book Meetings

If your team also uses Handoff, you will surely like this option! We created a special article covering this amazing Chat and Handoff integration.

Click here to check more!

View and Reassign Conversations

When new conversations come in, they will be displayed here:

At the bottom, you will notice two tabs called "Mine" and "All". Any conversation routed directly to you or to a Team you are part of will be visible in both tabs.

If a conversation is not routed to you, it will only be visible in the "All" tab.

You can see who a conversation is assigned to and reassign the conversation using the Assignation feature at the top:

To reassign a conversation, you must have a Chat license assigned to your user. Click the colleague's name you would like to reassign the conversation.

We will separate them in the Online and Offline sections so you can see who's currently available to have the conversation reassigned at the moment:

You can also use the "Assign to me" button to reassign a conversation to yourself:

When a conversation is reassigned, the new owner will receive a Slack notification from @chilinbot:

Reading and Updating Visitor's Data

Any information shared by the visitor with the bot will be visible in the info panel on the right, with the fields you configured to be visible.

 

If you collect an email address from a visitor who had previously not provided one or perhaps made a typo, you can update it in the Inbox to sync it to Salesforce.

When the Sync button is enabled, it indicates that there is new data that the Salesforce record can be updated with. If it is disabled, on hover we will show when the last sync occurred:

 

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