The Helpdesk Inbox

The Messenger is not just a static component that you can use to display content but it is there so that you actually communicate with your users. Your users will open conversations with you and then you will need to respond to them, to reassign conversations, change their status and, most importantly, connect them to actual work tasks so that you solve the actual problem that the user is facing.

Go to the Dashboard and create an account. Once you are logged in, you will see the Inbox. This is where all the conversations that your users have started with you will be displayed.

The current functionality, during Beta, is the following:

• You can reply to the user by using the provided rich text editor. You can upload images, embed instructional videos (youtube and loom are supported) and provide code samples.
• You can assign the conversation to you, another user or just leave it unassigned.
• You can change the status of the conversation to match your workflows. The default statuses are:
  • Unassigned
  • Helping
  • Paused
  • Waiting for feature
  • Closed
  • Spam
• You can apply labels to filter out the ones you don't need. The default labels are:
  • Complaint
  • Feedback
  • Question
  • Pricing
  • Docs
• Both labels and statuses can be customized in the workspace settings.