📥How to use the Omnichannel Inbox

Please view the video for a visual, How to use ClickConnector Omnichannel Inbox.

Purpose

The purpose of this guide is to help users navigate and utilize the Click Connector dashboard for managing communications across various platforms, such as Facebook and Instagram. The guide aims to streamline the process of sorting, tagging, and responding to messages within Click Connector, enhancing efficiency and organization in handling online interactions.

Process

1. Logging into Click Connector:

   • Start by logging into your Click Connector account to access the dashboard.

2. Understanding the Dashboard Layout:

   • Familiarize yourself with the dashboard, noting key areas such as the server (e.g., bonus media), the Click Connector URL, workspace settings (for managing chatbots and templates), and the central inbox section for managing posts and conversations.

3. Managing Conversations:

   • Navigate to the inbox section to view and manage conversations. Here, you can:

     • Sort and filter conversations by date, assigned members, tags, or pipelines.

     • Use the filter to locate conversations from specific platforms like Instagram, though note that it may not specify which account the conversation is from.

4. Tagging Conversations:

   • To better organize conversations, especially when the interface does not specify the account, manually tag each conversation with relevant identifiers (e.g., "ATB" for a specific account).

5. Responding to Messages:

   • To respond to a message, click on the conversation or press "J" to join the conversation. Enter your response and send it directly through the dashboard.

6. Utilizing Templates and AI Responses:

   • For frequently asked questions or standard responses, utilize templates or AI-generated responses to streamline communication.

7. Handling and Tagging Conversations for Follow-up:

   • Conversations may move within the dashboard once interacted with (e.g., to an "All Assigned" section). Use tags to mark conversations for easy follow-up and ensure no message is missed.

8. Deleting Spam:

   • Identify and permanently delete spam conversations to maintain a clean and organized inbox.

Product

By following this guide, users will be able to:

• Efficiently navigate and use the Click Connector dashboard for managing online communications.

• Organize conversations through sorting, filtering, and tagging, ensuring quick access and follow-up.

• Respond promptly to messages using direct replies, templates, or AI-generated responses.

• Maintain a clean inbox by identifying and removing spam conversations.