Inbox Filtering by Last reply

Inbox Filtering by Last User/Agent Reply

​​Overview:

In the latest update, we've introduced a feature that allows you to filter your inbox tickets, including live chats, emails, WhatsApp, Facebook, or Instagram messages, based on the last reply sent by either the user or the support agent.

This can help you in segregating the tickets if they are pending from agent or user side.

How It Benefits You:

Filtering by the last reply is a powerful tool that can help streamline your ticket management process in the following ways:

• Ticket Segmentation: You can easily categorize tickets based on whether they are pending from the agent's side or the user's side. This segmentation helps prioritize and manage responses effectively.

• Efficient Workflow: By sorting tickets based on the last interaction, you can focus your attention on those that require immediate action or follow-up.

• Improved Customer Service: Ensuring timely responses and addressing pending issues promptly contributes to enhanced customer satisfaction and support team efficiency.

How to Use the Feature:

Step 1: Login to your MSG91 account and open Hello. 

Step 2: Access your Hello inboxes interface. Click on the 'Filter' icon.

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Step 3: Look for the filter "by Last Reply" option. Select "All", "Client", "Agent" or "Bot" to filter tickets based on the last interaction. Click on 'Apply' button.

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Step 4: Review the filtered tickets and take appropriate actions as needed.

Step 5: You can also locate the tickets on the basis of icons visible in the ticket sidebar. 

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By leveraging this feature, you can enhance your ticket management process, provide timely responses, and deliver exceptional customer support.

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