User Guide

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What is Inbox?

The Channel Talk Inbox is designed to allow both small businesses with limited customer inquiries, as well as large companies, to efficiently manage customer interactions. Discover the features of the user-friendly and powerful Channel Talk Inbox.

Assigned Team and Assignee

Every chat(inquiry) has an Assigned Team and an Assignee responsible for handling it.

  • Assigned Team

    • This is the team that knows the most about the chat and is best equipped to resolve it.

    • By designating a team, the appropriate Assignee can be automatically selected and assigned using the chat auto-assignment feature. (→ What is chat auto-assignment?)

  • Assignee

    • This is the individual responsible for an chat.

    • They hold the responsibility and authority to manage the chat they're assigned to and to mark it as closed(complete).

    • Only one person can be the assignee per chat to clearly define this role and its responsibilities.

    • You can only become an Assignee if you have an operator seat, which is granted after purchasing a paid plan.

    • If you require assistance from colleagues, invite them as a follower to collaborate on resolving the issue.

What is a ‘Chat Status’?

(To handle chats efficiently, Channel Talk uses 4 statuses – ‘Opened’, ‘Snoozed’, ‘Missed’, and ‘Closed’.)

You can easily check the chat list by status by clicking the [Opened], [Snoozed], [Missed], and [Closed] tabs. Here you can view information such as a customer name, the ‘Assignee’ of each chat, chat tags, and the date of the last received message – all in one glance.

  • Opened:

    • This means that the chat has started and is currently in progress.

    • The Channel Talk Inbox is set out to help you focus on these chats. The key is to attend to Opened chats in a timely manner until they are set to Closed.

  • Snoozed:

    • Chats that can’t be responded to promptly or ended right away can be set to a Snoozed status.

    • When the set time has elapsed, the status automatically changes to ‘Opened’.

  • Missed:

    • A call that times out because an agent was unavailable gets sorted into the Missed section.

    • You can close a Missed chat, but please note: you cannot change its status back to Opened or Snoozed once it's marked as Missed.

    • Note: This Missed Calls tab is currently only available for Korea and Japan because the phone call feature is only supported in Korean and Japanese.

  • Closed:

    • The chat has ended. Closed chats can be searched for at any time after they have ended.

    • Because these chats have already ended, you don’t need to spend too much time on them.

FAQs

What is Chat in the 'Preparing' Status?

A Chat in the 'Preparing' status refers to cases where a customer has not yet been connected to an agent:

  • The customer received a workflow or marketing message but didn't reply to start an inquiry.

  • The customer hung up during the IVR (Interactive Voice Response) workflow process.

The chat will automatically change to 'Opened' (In-Progress) as soon as the customer or a manager (agent) sends a message.

Can I manually change a chat status to Missed?

No. Managers cannot manually change the status to Missed.

A call must disconnect due to unattendance (being missed) to automatically be placed in the Missed status and added to the Missed list.

Can I change a Missed chat to Opened (In-Progress) or Snoozed?

Yes, you can!

If I call back (call-back) a Missed chat, does it automatically change to Closed?

No, calling back a Missed inquiry does not automatically change its status to Closed. If the inquiry has been resolved, please manually close the Missed chat yourself.