Inbox is a list of all the new, read, and unread conversations. All these conversations are synced with the Zoho CRM. Keep a track of all your conversations, assign conversations and respond to conversations quickly. From the Inbox, users can also mark conversation(s) as read or unread, pin conversation(s), and take a follow-up with a customer if they have not replied to a conversation for a long time. A user will be able to see only his conversations and not the conversations of other users. Only the user with ‘Admin’ rights will be able to see the conversations of all the users.

Key information visible on the list of conversations:

• Inbox- shows all messages sent and received
• Recipient name
• A snippet of the last sent or received message
• The timestamp of the last message
• New message indicator
• Waiting time – The waiting time is displayed if an agent has not replied to a message received from the customer/end-user. If the agent doesn’t reply to the customer or end the recipient’s message for more than 30 minutes, then a waiting time will be displayed as shown in the image above(in red). This acts as a reminder to the agent to reply to the message. The waiting time will be displayed until the agent opens the message and replies to it. 
• Follow-up nudges- If an agent has sent a message to a customer and if the customer has not replied, the agent can follow up with them by adding a follow-up nudge to the conversation as shown in the image above(in orange). If the message is opened (whether a reply is sent or not), the follow-up nudge will disappear. 

Conversation with a recipient is a thread of message exchange between the user and the recipient. Conversation can be viewed by selecting one contact from the list in the inbox. The conversation gives a holistic view of all of the interactions with the user across your business. With this, the users have the context and history they need for a better conversation.

All the messages sent or received on the mobile application are synced to your Zoho CRM and vice versa.

• User can check the message delivery status in the thread as per the following indicators:
  • Single tick: message submitted
  • Double tick: message delivered
  • Error icon: message failed

Users can pin the important conversations, which then appear at the top bar. At a time, a maximum of eight conversations can be pinned. The pinned conversations will be always available for quick access and thus saves time to search for them from a long list of conversations. As the pinned conversations appear at the top, users will be instantly notified about any new incoming messages.

• In the Inbox swipe left on a conversation(s)
• Click on the ‘Pin’ icon
• The selected conversations (up to 8) will be pinned as shown in the image below for quick access:

The application allows you to assign the conversation to another team member. Whenever a conversation is assigned to another user, it moves out from your inbox to the inbox of the assigned user. It is a great way to stay focused on the conversations relevant to you and control notifications.

• In the Inbox swipe left on a conversation
• Click on the ‘More’ option
• Select the ‘Assign Conversation’ option

*Note: Long press on a conversation will also give this option

The SMS-Magic Converse mobile app allows you to mark a conversation as read if you have read it and manage to take any action on it just as you do with your email inbox.  

• In the Inbox Swipe left on a new or unread conversation
• Click on the ‘More’ option
• Select the ‘Mark as Read’ option

*Note: Long press on a new or unread conversation will also give this option

The SMS-Magic Converse mobile app allows you to mark a conversation as unread if you want to take action on it later. Smart actions to manage and respond to your recipients.

• In the Inbox swipe left on a read conversation
• Click on the ‘More’ option
• Select the ‘Mark as Unread’ option

*Note: Long press on a read conversation will also give this option