Inbox User Interface

Channel Talk inbox is divided into four areas.

1. My Inbox Views

   • All: You can view all chats received through the channel.

   • My chats: You can manage chats where you have been designated as the Assignee.

   • Unread: Check new, unread messages here.

   • Bookmarks: A collection of chats you've starred (or added to your Favorites)

   • My sessions: You can view the chats for which you have received notifications.

     • If Unassigned Notification is ON

       You will receive notifications for new messages in:

       • Unassigned chats

       • Chats you are the assignee for

     • If Unassigned Notification is OFF

       You will only receive notifications for new messages in:

       • Chats you are the assignee for

       • Chats you are participating in as a follower

2. ALF Customer

   • You can review all chats handled by ALF at a glance. (→ See what the ALF Chat List look like)

3. No assignee

   • You can view all chats that are waiting and have not yet been assigned to an individual agent (Assignee).

   • If you click a team name, you can view a collection of chats where an Assigned Team has been designated, but an Assignee has not. (→ See how to set up Teams)

4. Queued

   • If you're using chat auto-assignment, you'll see a Queue tab in your inbox (→ Learn how to auto-assign chats).

   • When no manager from your auto-assigned team is immediately available, the chat is not opened and goes into a queue.

   • In the list of teams in the queue, you can see the number of chats waiting to be assigned to each team.

   • Agents on the assigned team aren't notified while the chat is in the queue and won't be notified until they're assigned.

   • If a chat has not been auto-assigned to a team, you can see it in the [No Assignee] list instead of in the queue.

   • If you don't have any chat waiting to be auto-assigned, you won't see the Queue tab.

   • You can also manually assign a queued chat.

   • If you manually assign them and then delete the assignee, the chat will not re-enter the queue, but will go to the [No Assignee] list.

5. Assignee

   • This is a list of agents who have one or more chats currently in the Opened (In-Progress) status.

   • Only people with an Operator seat enabled can be assigned as an Assignee.

• You can set a maximum number of chats to be automatically assigned to each individual agent.

• If an Assignee is currently handling more Opened chats than their set maximum limit, the number will be displayed in orange.

6. Service (Integrations)

• You can check the chat history of your calls, emails, Kakao Talk, Instagram DM, Naver Talk, and Line separately.

• Your integrations will be displayed in the integrated service list, only if you have an integrated service

7. Chat tags

• You can check the number of chats currently in progress by chat tags.

• If you click on a tag, you can only see chats with that particular tag attached.

8. Operator Status

• You can quickly check an agent's current status and their availability to handle chats/calls.

• You can toggle an agent's Operator seat ON or OFF. (This is only possible if you have permission to manage Operator seats. → See Role Settings Guide)

• You can set the Auto-Assignment options (Chat, Call) and the maximum number of chats for auto-assignment.

1. Bulk action

   • You can perform a bulk action on multiple chats simultaneously if your Operator seat is turned ON.

   • You can select individual chats by clicking them, or you can select all chats by clicking the checkbox at the top.

   • Bulk actions can also be used on search results.

   

2. Sorting

   • You can sort and view incoming messages in order from most recent to oldest.

     

3. Chats from external messenger

   • The Instagram icon will be displayed on the corner of the customer's profile picture for any chat received through Instagram Direct Message.

     

1. Bookmarks / Close the chat

   • Bookmarks: A collection of your starred chats. Press the ☆ next to the customer's name to add a chat to this list.

   • Close chat: Click the [Close the chat] button to end the chat.

     

2. Snooze the chat

   • Use the snooze function if you need to some time to get back to your user.

   • If the Operator seat is turned ON, you can change a chat's status to Snoozed.

   • You can put the chat on hold for up to 180 days.

   • When the set period ends, the user chat status automatically changes to ‘Opened’ and the Assignee receives a notification.

     

3. Copy link

   • You can copy and share links for both team members and customers.

   • Manager links are only for team members invited to the channel, and customer links are only for actual customers.

   • Only share customer information links with the customer the data belongs to, ensuring no mix-up occurs.

     

4. Delete chat permanently

   • You can delete a chat permanently. Permanently deleted user chats cannot be restored.

   • You can only delete 1 chat at a time as it is permanent.

   

The Chat Window is where all customer communication takes place. All messages are categorized as either a reply (outward-facing) or an internal note (team-only). Additionally, you can review log messages here to see a record of all operational actions.

① Reply

• You can send messages to customers in the Reply section.

• When hovering over a message with an attached file, a download all button will appear.

• If you’ve integrated an external messenger (e.g., Instagram), integration details will be displayed as shown in the example below.

  

② Internal Note

• Messages sent to managers (assignees/followers) within the user chat.

• Use internal conversations to share ideas with teammates when you need help or want to discuss something.

③ Log Messages

• System messages that display events such as chat opened/closed status or workflow execution history.

• Each manager(team member) can choose in their settings whether log messages should always appear expanded or be collapsed by default.

These are functions to make messages sent through Channel Talk more fun!

1. Attachments

   • Attach files

     • You can upload up to 10 files/images at a time.

     • The maximum size for uploads is 1GB, and if the uploading time exceeds 5 minutes, the message won’t be delivered.

   • Form

     • You can send an form that allows the customer to enter information directly.

     • The information entered can also be saved to the user profile.

   • Action Button

     • Link Button: You can deliver an external link to the customer in the form of a button.

     • Command Button: You can deliver a command—an instruction that performs a specific action—to the customer in the form of a button.

       

2. Text Format

   • You can apply bold, italics, code, lists, and links to your text.

3. Emojis

   • Use emojis to express emotion in your message.

   • You can quickly access them using the shortcut : (colon).

4. Mentioning

   • You can send a notification to other team members using a mention.

   • Type @Manager(team member) Name or @Team Name in the chat window to call them out.

   • Use this when you need to alert a specific manager(team member) within a team chat, or when you need to ask another manager(team member) for help using an internal note.

5. Macro

   • If you have phrases you frequently use, you can add a Macro.

   • You can easily recall a Macro using the shortcut # (hash).

6. Command

7. Workflow Trigger

   • You can trigger a modular workflow during a chat.

When you highlight a sentence in the message input box, an action menu like the one below will appear.

1. AI Writing Assistant

   • The AI helps naturally refine your selected sentence. You can choose from: Polite tone, or Friendly tone.

   • It also corrects grammar and spelling.

2. Bold

   • Make the selected text bold for emphasis.

3. Italic

   • Display the selected text in italics.

4. Code

   • Format the selected text as code.

5. List

   • Organize the selected text into a list.

6. Link

   • Insert a hyperlink into the selected text.

1. Basic Info

   • You can view or add the team, assignee, and followers for a conversation.

     (Followers are participants in the conversation, and when someone becomes the assignee, they are automatically added as a follower.)

   

2. Chat info

• You can check which marketing campaign or workflow led to the chat.

• You can view the achievement status in the chat goal.

• You can attatch up to 8 chat tags.

• The chat description is a space to add notes or details about the conversation, and you can also enter them in the form of #hashtags.

  

3. User info

• This is an area where you can see customer information comprehensively.

• You have the option to display only the necessary information from the customer profile.

  

4. Events & Chat list

• In ‘Events’, you can check customer activity on your website. You can see what pages they visited and what pages they were viewing when they initiated the chat.

• In ‘Chat List’, you can view the list of previous chats you had with the customer.

  

5. Sent message list & Files and web links

• In 'Sent message list', you can check the SMS history sent out through follow-up notifications or marketing messages.

• In 'Files and web links’ is where you can view all images and files shared with the customer.

  

6. Snippet

• A snippet is a small, customizable tool that appears in the right panel of your inbox.

• It’s a handy place to display the information you want, just the way you need it.

• You can create one yourself and add it with just a bit of simple code.

  For step-by-step guidance, check out our developer documentation.

  

You can adjust the right panel of your inbox to match your needs.

• Reorder freely

  • Use drag-and-drop to arrange sections such as User info, Chat info, Chat List, Events, and Snippets in any order you like.

  • Basic info (Team, Assignee, and Followers) is always fixed at the top so that all agents can see it, and its order cannot be changed.

• Personalized layout

  • Each agent can save their own panel layout, allowing everyone to work in a setup that’s tailored to their preferences instead of using the same layout for all.

• Hide unnecessary information

  • If you don’t need a panel, you can turn it off to keep your workspace clean and organized.

Check out and use the various shortcuts available in the inbox.