The Shared Inbox is the central hub for managing customer conversations in Circle. This feature allows you to consolidate all your communication channels—such as email, social media, and messaging apps—into a single, intuitive interface. Below is a detailed guide to help you set up and maximize the Shared Inbox.

Shared Inbox

The Shared Inbox is the central hub for managing customer conversations in Circle. This feature allows you to consolidate all your communication channels—such as email, social media, and messaging apps—into a single, intuitive interface. Below is a detailed guide to help you set up and maximize the Shared Inbox.

Adding and Managing Communication Channels

The Shared Inbox is the central hub for managing customer conversations in Circle. This feature allows you to consolidate all your communication channels—such as email, social media, and messaging apps—into a single, intuitive interface. Below is a detailed guide to help you set up and maximize the Shared Inbox.

1. Adding and Managing Communication Channels

To start using the Shared Inbox, you'll need to connect your communication channels. Circle supports popular platforms like Gmail, Outlook, WhatsApp, and more.

Step-by-Step Guide

• Navigating to Integrations

  • Go to Settings > Integrations from the dashboard.
  • Select the channel you wish to integrate (e.g., Gmail, WhatsApp).

• Authorise the connection

  • Follow the prompts to log in and authorize Circle to access your account.

  • For email platforms like Gmail or Outlook:

    • Log in with your credentials.
    • Grant necessary permissions for message syncing.

  • For WhatsApp or other messaging platforms:

    • Follow the setup instructions, such as scanning a QR code or providing an API key.

• Configure Channel Settings

  • Once connected, adjust channel-specific settings such as:

    • Notification preferences (e.g., for new messages).
    • Default labels or tags for messages from this channel.

• Add Additional Channel

  • Repeat the process for any other channels you want to integrate.
  • You can add multiple accounts per platform (e.g., two Gmail accounts).

• Manage Connected Channel

  • Repeat the process for any other channels you want to integrate.
  • You can add multiple accounts per platform (e.g., two Gmail accounts).

2. Using the Inbox to Manage Messages

   Once your channels are connected, you can start managing all your customer messages directly from the Shared Inbox. Inbox Overview

   • Unified View: See all messages from connected channels in one place.
   • Search and Filter: Quickly locate specific conversations using filters or the search bar.
   • Status Tracking: Monitor the progress of messages with statuses like New, In Progress, or Resolved.

Managing Conversion

Viewing Messages

• Navigate to Shared Inbox from the main menu.
• Select a message to view the conversation history.
• View message details, including the sender’s contact information and associated tags.

Replying to Messages

• Type your response in the message reply box.
• Use pre-written templates for quicker replies by selecting from the Template dropdown.
• Attach files or images if required (supported on platforms like Gmail and WhatsApp).
• Click Send to reply directly to the customer.

Assigning Conversations

• Assign messages to specific team members for resolution.
• Add internal notes for context (visible only to your team).

Tagging Messages

• Add tags like "Urgent," "Follow-Up," or "Support" to categorize messages.
• Use tags to filter and prioritize your inbox.

Tracking Communication History

• View the full history of all conversations with a customer in one thread, regardless of the channel.
• Filter by date or channel to find specific messages.

Best Practices for Using the Shared Inbox

• Organize with Tags: Create a consistent tagging system to categorize messages efficiently.
• Respond Promptly: Use Circle’s real-time notifications to stay on top of new messages.
• Collaborate with Notes: Use internal notes to provide teammates with relevant context, reducing miscommunication.
• Leverage Analytics: Review inbox activity reports to optimize response times and team performance.

Troubleshooting and Tips

1. Issue: Unable to Connect a Channel

   • Ensure you’ve provided the correct login credentials.
   • Check for platform-specific restrictions (e.g., Gmail may require enabling third-party access).

2. Issue: Messages Not Syncing

   • Verify that the integration is active in the Integrations tab.
   • Reauthorize the connection if necessary.

3. Tip: Customizing Notifications

   • Adjust notification preferences for each channel to avoid being overwhelmed by alerts.

Summary

The Shared Inbox centralizes your communication, making it easier to manage customer messages across multiple channels. By integrating all your platforms and utilizing tags, templates, and collaboration tools, you can ensure efficient and professional responses every time. Explore the full potential of the Shared Inbox and take your customer engagement to the next level!