Inbox Management
Helpful information on managing your Avochato inbox and useful features about compact feed, lifetime conversations and auto-close conversations.
General
To interact with your contacts in two-way communication, you will need to navigate to your inbox within Avochato and click on “My Inbox” or “All Messages”.
- My Inbox: Lists all messages that have you as the conversation assignee
- All Messages: Shows all messages with any user as the assignee
View Options
There are three different inbox views: Classic, Compact, Wide. Each view has a different interface.
Wide View & Bulk Actions
Using the checkbox on the left of the conversation, you can assign, unassign, add a tag, remove a tag, update the status, or add to a broadcast multiple conversations at once (Note: bulk actions are only compatible with Wide view, not Classic or Compact).
Sort Options
The sort options allow you to filter the messages by longest wait time, most recent and oldest messages. The default sort option is most recent message.
Conversation Status
There are four different conversation statuses.
- New
- Open
- Pending
- Closed
On each conversation, there is an Addressed and Unaddressed state. Read more about managing Unaddressed conversations here.
Lifetime Conversations
Avochato provides a switch called Lifetime Conversations, which keeps conversations with a given contact bucketed within the same "thread". With Lifetime Conversations, you are able to see the whole conversation history, not just the messages sent since the last time the ticket was opened or created. If Lifetime Conversations is turned off, each new conversation with a customer that is opened and then closed will be in a separate ticket. Settings > Conversation MGMT > Lifetime Conversations.
What happens to old conversations?
By default, conversation tickets remain open until you close them. Even once you close them, they are never deleted -- they can still be viewed in two ways on the Messages tab:
- Click Filters > Status > Closed to show all closed tickets only.
- Click Filters > Show Closed Convos to show closed tickets along with all other tickets in your messages tab.
Auto-Close Conversations
Under Settings > Conversation MGMT > Auto-Close Conversations, you can elect to have inactive tickets automatically closed after a certain number of days of inactivity. Just like with manually closing tickets, nothing is actually deleted.
What if you receive a text from a closed conversation?
When you receive a text from a closed conversation, it will change the status from closed to open. With Lifetime Conversations turned on, you will see the entire conversation history. With Lifetime Conversations turned off, you will only see the inbound text.
Opt-Outs
When a customer opts out of receiving messages (texts in STOP), you can no longer text that number. If this was by mistake or a contact would like to opt back in, the contact will need to text START.
You can manually opt out contacts by:
1) clicking on the contact name in the conversation view and then click Edit Contact. Next click Actions → Opt Out
2) going to Settings > Contacts > “Given Contact” > Click Opt-Out.
There is no way to manually opt contacts back in.