Introduction to Inbox
Learn how to get started with Bird's unified inbox for customer support. In this guide you'll learn:
How to manage all your customer conversations in one interface
Setting up channels from the channel library
Adding and configuring inbox agents with roles
Managing agent availability and preferences
Organizing your team by location or function
How to assign tickets in Inbox
Learn how to efficiently manage ticket distribution in Bird's inbox. In this guide you'll learn:
Why ticket assignment is important for customer support
How to find and select tickets for assignment
Assigning tickets to agents or teams
Managing assigned tickets effectively
How to reassign tickets when needed
How to setup business hours auto responder
Learn how to automate customer communications based on your business hours. In this guide you'll learn:
Why automated responses help set customer expectations
Setting up your business hours, time zones, and holidays
Selecting and customizing autoresponse templates
Creating conditional flows for in and outofoffice responses
Configuring triggers and agent assignments
Testing and publishing your autoresponder
How to nudge and close idle conversations
An introduction to effectively managing inactive customer conversations by automatically nudging and resolving idle tickets. The following guide covers:
Why and when to follow up on idle conversations
Setting up automated nudge templates
Configuring triggers and channels
Creating wait times and response checks
Setting up conditional responses
Sending followup nudge messages
Closing unresolved conversations and publish workflow
Automate conversation assignments with round robin assignment
Quickly distribute customer conversations among your support team based on their current workload. In this guide you'll learn:
Why automated conversation distribution matters
How to select the right channel for automation
Setting up workloadbased agent assignment
Configuring agent availability routing and publishing the workflow
