Quickly access customer profiles and related tickets directly from conversations to provide context-rich, informed responses.
While handling a conversation in the Inbox, it’s important to have all relevant customer information at your fingertips. You can view contact details, notes, and past tickets without leaving the conversation, helping your team respond accurately and efficiently. The Inbox also lets you create new tickets or view existing ones directly from the conversation thread, keeping all customer interactions organized and connected.
Customer profile panel
Click the customer’s name or the View contact button at the top of a conversation to open a panel on the right side.
This panel displays:
Contact Info – Customer details such as name, email, phone number, and tags.
Tickets – A list of all related tickets, including their status and history.
Notes – Internal notes added by your team to provide additional context.
You can also Edit the profile or Add tags to help categorize the customer for future interactions.
Tickets from the Inbox
Click the Ticket icon in the conversation toolbar to either View tickets or Create ticket. This allows your team to manage follow-ups or track issues without leaving the conversation, ensuring continuity and reducing the chance of missed requests.
Seamless context and workflow
Having contacts and tickets accessible in-line with conversations ensures your team has complete context when responding. It also makes it easier to track and follow up on customer requests, keeping interactions organized and maintaining a smooth workflow across the Inbox.
