Helpdesk

Hi! Could you help me please? I'm looking for the possibility to combine my saved replies into folders. Do you have such functionality?

How can I help my team get as much context on a conversation as possible before it’s assigned to them?

Can I view certain kinds of conversations, grouped together, in real time in the Inbox?

Can I mark a reply to an auto message as priority automatically if a customer’s reply contains certain keywords?

Can I reassign a reply to an auto message automatically if a customer’s reply contains certain keywords?

Can I mark a conversation as priority automatically if a customer’s reply contains certain keywords?

Can I reassign a conversation automatically if a customer’s reply contains certain keywords? 

Can I mark a conversation as priority if it hasn’t been replied to within a certain time frame?

Can I reassign a conversation if it hasn’t been replied to within a certain time frame?

Can I tag a conversation if it hasn’t been replied to within a certain time frame?

Can I set up my reports in such a way that I am regularly emailed a PDF version?

How do I add a tag to a conversation? I can’t find the option.

Keen for commentary on how y'all approach live reporting - our only major gripe with the Inbox experience is the lack of live reporting that you would want from a traditional 'live' engagement channel.  How do you approach live reporting?What metrics do you focus (obsess) on?How you you link this back to the OOTB reporting Inbox offers? NB: Have been on the recent reporting BETAs, which are a small step in the right direction but still not live.

I want new conversations to be automatically sent to a specific person or team, how can I set that up?

How can I know when new conversations come in from my customers?