Navigating the Inbox

Objective:

The NextPaw unified inbox centralizes all customer communications, whether from text, Facebook, Instagram, Google, or your website. This central inbox ensures you never miss an important message and can respond quickly to customer questions. This guide will help you understand how to find, archive, and unarchive conversations, keeping your inbox organized and easy to manage.

Finding a Conversation

You can quickly find conversations in your inbox using two methods: the  search bar and filters.

Search Bar:

• Use the search bar to find a conversation by entering a customer's name or phone number.

Filters:

You can filter your messages using six different options to easily sort and find conversations:

1. Open Messages: This is your primary inbox. It contains all messages that haven't been archived, including messages from Facebook, your website, and text.
2. Unread: These are messages that haven't been opened yet, from any platform.
3. Facebook: Messages sent through your Facebook business page. You can reply directly from this section.
4. Text: Messages that were initiated through text.
5. Website: Messages that started when a customer filled out the Contact Us form on your website.
6. Archived: These are completed conversations that have been archived. If a customer responds to an archived conversation, it will automatically be moved back to the open messages section.

   

Archiving a Conversation

Archiving helps you organize your inbox by moving completed conversations out of your primary inbox.

To achieve a conversation:

1. Open the conversation you want to archive.
2. Click on the person icon with the down arrow at the top left of the conversation.
3. This will move the conversation to your Archived folder. You can view all archived conversations by applying the Archived filter.

Unarchiving a Conversation

If you accidentally archive a conversation or if a customer replies to an archived message, you can easily unarchive it.

To unarchive a conversation:

1. Apply the Archived filter to find the conversation.
2. Click on the person icon with the up arrow next to the conversation.
3. The conversation will be moved back into your open messages section, where you can continue the conversation.

By effectively utilizing the search bar, filters, and archiving features, you can maintain an organized inbox and manage customer interactions efficiently.

Need Help?
If you encounter any issues, please reach out to us at  Support@NextPaw.com.