How to Navigate and Manage Your Saysimple Inbox
In this article, you'll learn how to navigate the Saysimple Inbox and manage customer conversations across its different folders and sections.
The Inbox is the central place for managing incoming customer messages across your communication channels. Depending on your team's workflow, you can use different folders, filters, assignments, and views to make sure every conversation is handled by the right person or team.
Before you start, it's important to know that your Inbox can be fully customized to match the way your team works. You can choose which sections to display and which ones to hide, depending on your team's workflow and day-to-day needs.
Let's take a look at the main Inbox folders and sections.
General inbox
The General inbox contains the main folders you can use to organize and manage conversations.
New
When a customer sends you a new message, for example through WhatsApp, the conversation will initially appear in New.
This folder contains incoming conversations that:
Have not yet been assigned to a user or team.
Have not yet received a reply.
To start managing a conversation, you first need to assign it to yourself. Simply click "Assign to me".
Once you do this, the conversation will automatically move to your My inbox, where you'll find all conversations assigned specifically to you.
In short: use New to find new, unassigned customer conversations that still need a response.
All
The All folder provides a complete overview of the conversations available on the platform.
Here you'll find conversations regardless of whether they are:
Assigned to a user.
Assigned to a team.
Still unassigned.
This makes All particularly useful when you need a complete overview of what's happening across your customer conversations. For example, you can use it to:
See what your colleagues are working on.
Monitor activity across different teams.
Find a specific customer conversation.
Take over a conversation when necessary.
By default, the system displays the Unanswered view. This helps you focus immediately on conversations that require attention.
In Unanswered, you'll see conversations where the customer's message is the most recent message and is still waiting for a response.
Want to see every conversation, including conversations that have already received a reply? Simply click All at the top of the screen.
How to filter conversations
Because All can contain a large number of conversations, filters make it easier to find exactly what you're looking for.
Click the funnel icon at the top of the screen. You can filter conversations by:
Channel
Team
User
Topic
Contact tag
You can also sort conversations from oldest to newest or newest to oldest, depending on how you prefer to work.
Tip: Use filters when you need to quickly locate conversations from a specific channel, team, user, topic, or contact tag.
Assigned
The Assigned folder is similar to All, but there is one important difference: it only displays conversations that have already been assigned to a user or a team.
Conversations that are still in New will therefore not appear in Assigned.
If you mainly work from My inbox or your team's Inbox, you may use Assigned less frequently.
To keep your Inbox organized, you can choose to hide this section from the Inbox display settings.
In short: use Assigned when you want to focus specifically on conversations that already have an owner, either an individual user or a team.
Resolved
The Resolved folder contains conversations that have been resolved.
This section is useful when you need to review previously completed conversations or find a conversation that is no longer actively being handled.
Spam
The Spam folder contains conversations identified as spam.
Keeping these conversations separate from active customer conversations helps your team maintain a cleaner and more focused Inbox.
Personal inbox
The Personal inbox contains the conversations that are specifically assigned to you.
My inbox
My inbox is your personal workspace for managing conversations assigned to you.
When you assign a conversation to yourself from New, it moves to My inbox. This allows you to focus on the conversations you are personally responsible for.
If you're working as a customer service agent, My inbox will typically be one of the main sections you'll use throughout your day.
Snoozed
The Snoozed folder contains conversations that have been temporarily postponed.
This allows you to remove a conversation from your immediate workload while keeping it available to return to later.
Teams
The Teams section gives you access to conversations associated with your teams.
This can be useful when conversations are assigned to a team rather than to an individual user, allowing team members to collaborate and manage shared customer conversations.
Customize Your Saysimple Inbox
Every team manages customer conversations differently. That's why Saysimple allows you to adapt your Inbox to your preferred workflow.
From the Inbox display settings, you can choose which folders and sections you want to see and which ones you want to hide.
This helps you create a cleaner workspace and focus on the conversations that are most relevant to your role.
For example, a customer service agent may primarily work from My inbox, while a team leader may need broader visibility across All, Assigned, and Teams.
Which Inbox Folder Should You Use?
Choosing the right folder depends on what you need to accomplish:
Folder | What you'll find there |
|---|---|
New | New, unassigned conversations that have not received a response. |
All | All conversations, regardless of assignment status. |
Assigned | Conversations already assigned to a user or team. |
Resolved | Conversations that have been resolved. |
Spam | Conversations identified as spam. |
My inbox | Conversations assigned specifically to you. |
Snoozed | Conversations that have been temporarily postponed. |
Teams | Conversations associated with your teams. |
Frequently Asked Questions
What is the Saysimple Inbox?
The Saysimple Inbox is the central workspace where you can view, organize, assign, filter, and manage customer conversations from your communication channels.
What is the difference between New and Assigned?
New contains incoming conversations that have not yet been assigned to a user or team and have not received a response. Assigned only contains conversations that have already been assigned.
What happens when I assign a conversation to myself?
When you click "Assign to me", the conversation is assigned to you and moves from New to My inbox.
What is the All folder used for?
All gives you a complete overview of conversations across the platform, whether they are assigned to a user, assigned to a team, or still unassigned.
What does Unanswered mean?
Unanswered shows conversations where the customer's message is the most recent message and the conversation is still waiting for a response.
Can I see conversations that have already been answered?
Yes. In All, click All at the top of the conversation list to see all conversations, including those that have already received a response.
How can I find a specific conversation?
Use the funnel icon at the top of the Inbox to filter conversations by Channel, Team, User, Topic, or Contact tag. You can also sort conversations by date.
Can I change the order of conversations?
Yes. You can sort conversations from oldest to newest or from newest to oldest, depending on your preferred workflow.
Can I hide Inbox folders I don't use?
Yes. The Inbox can be customized. From the Inbox display settings, you can choose which folders and sections you want to show or hide.
What is the difference between My inbox and Teams?
My inbox contains conversations assigned specifically to you. Teams provides access to conversations associated with your teams, making it useful for shared workflows and team-based customer support.
What is the Snoozed folder used for?
Snoozed contains conversations that have been temporarily postponed so you can return to them later.
Which Inbox folder should I use most often?
This depends on your role and workflow. Agents who manage their own conversations will typically work from My inbox, while team leaders may benefit from using All, Assigned, and Teams to monitor activity across the organization.
Key Takeaways
Understanding the different Saysimple Inbox folders makes it easier to manage customer conversations efficiently and ensure that messages are handled by the right person or team.
Use New for new, unassigned conversations that need attention.
Use All for a complete overview of conversations across the platform.
Use Unanswered to quickly find conversations waiting for a reply.
Use Assigned to focus on conversations that already have an assigned user or team.
Use My inbox to manage conversations assigned specifically to you.
Use Snoozed for conversations that have been temporarily postponed.
Use Teams to manage team-based conversations.
Use filters to find conversations by Channel, Team, User, Topic, or Contact tag.
Customize your Inbox by showing or hiding the sections that are relevant to your workflow.
With the right Inbox structure and filters, your team can spend less time searching for conversations and more time responding to customers.