Organize and work the inbox

This guide covers the tools for keeping a busy inbox under control. For the basics (accepting, replying, notes, assigning and resolving), start with Your first conversation.

#Sections

The rail on the left sorts conversations into All open, Incoming, Unassigned, Mine, Mentions, Snoozed and Resolved, each with a count. Press the number keys 1 to 7 to jump between them in that order. What each one holds is listed in Your first conversation.

In Incoming, click Accept next to take the next waiting chat and open it, or Accept all to take up to 10 at once, stopping when you reach your chat limit. The chip beside it, such as “3/5 chats”, shows how many chats are assigned to you against your routing limit. See Route and assign conversations.

#Search, sort and filter

• Search: type in the search box at the top of the list. Click the message icon next to it to Search message content instead.
• Sort: click the sort button and pick Newest, Waiting longest, SLA risk or Priority. Snoozed and Resolved keep their own order.
• Filters: click Filters to open Advanced Filters, then Apply Filters. A number on the button shows how many filters are on. Click Reset All to clear them.

#Save a view

Under Saved views in the rail, click the bookmark icon to save the current section, sort and filters. Give it a name and press Enter. You can keep up to 10 views. They also show as chips under the search box. Hover a view and click the x to delete it.

#Prioritize a conversation

Open the conversation, click More actions (the three dots in the header) and pick a Priority: Urgent, High, Normal or Low. Conversations start as Normal.

A coloured dot marks conversations with a priority other than Normal in the list. Sort or filter by Priority to work the urgent ones first. With response targets on, each priority has its own targets. See Set response targets.

#Tag conversations

A conversation can have up to 20 tags, each up to 64 characters. Click the x on a tag to remove it. The list shows the first two tags on each row, and you can filter by tag.

Saved replies can add tags for you when you send them. See Use saved replies.

#Snooze or set a reminder

In More actions:

To bring a snoozed conversation back early, choose Unsnooze. You can also snooze for an hour from a row: hover it and click Snooze 1 hour.

#Transfer a conversation

The teammate gets a Chat assigned to you alert. The transfer doesn’t go through if they’re not Online (“Target agent must be online to receive transfers”) or they’re at their chat limit (“Target agent is at capacity”).

#More actions

The same menu also has:

• Mark as unread (or press U).
• Hand back to Intelligence, when Pengo Intelligence can take the conversation back.
• Export transcript, Merge conversation and Delete conversation.

#Work on several at once

Click the select button at the top of the list, or press X, then tick conversations. Ctrl/Cmd-click toggles one and Shift-click selects a range. The bar at the bottom offers Resolve, Reopen, Assign and Delete.

#Keyboard shortcuts

Press G then I, L, C, A or S to go to the Inbox, Live, Contacts, Analytics or Settings. You can change most shortcuts in Settings ›Your profile ›Profile .