Inbox advanced settings

Overview

This section of the Inbox settings allows users to control the activation or deactivation of the customer satisfaction survey, tailor inbox search filters, and adjust other Talk-related behaviors, including managing the response when a customer replies to a closed conversation.

Accessing advanced settings

To access the advanced settings page, go to Settings > Inbox > Advanced

Managing advanced settings

The advanced settings page allows users to:


Customer satisfaction survey

Toggle the customer satisfaction survey ON or OFF to allow contacts to rate a conversation the first time it is closed.

Example of the customer satisfaction survey.

NOTE: To customize the appearance of the widget, navigate to Settings > Talk messenger.


Conversation summaries

You have the option to include or exclude a conversation summary in email notifications sent to contacts or agents. These notifications are triggered by various events such as email handoff, conversation assignment, agent mentions, or conversation closure.

NOTE: By default, the option to include conversation summaries in email communications is enabled.

Example conversation email notification with conversation summary.

To disable this feature, select Don't include conversation summary in email communications, then click Save.

Example conversation email notification without conversation summary.

When sending email notifications regarding conversations, opt to include a link to the conversation in the messenger, empowering customers to conveniently access and respond to the conversation.

Example of options for linking to a conversation.

Replying to closed conversations

You have control over how closed conversations respond when a customer replies to them. Your options include:

  1. Always reopen the conversation.
  2. Start a new conversation.
  3. Start a new conversation if it has been closed for more than <x> day/s.

If enabled, closed conversations aged up to and including the specified number of days (with a maximum of 31 days old) can be reopened when the customer replies. Beyond this timeframe, a reply to an older conversation (e.g., 32+ days old) will always initiate a new conversation.

Example of replying to closed conversation settings.

Custom search fields

Within this section, you have the option to include person and organization fields to refine search filters within your inbox.

Click Add field to select up to 3 relevant fields, then click Save to save your selection.

Subsequently, when conducting searches within your inbox, you will find the selected fields integrated into the search filter choices.

If you delete a field from the Custom Search Fields list, it will appear in red and can be removed using the trash icon. Once deleted, the field will be automatically removed from the search filter options in your inbox.