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MyAlice Guide
MyAlice Guide
  • 👋Welcome to MyAlice
  • 🚀Getting Started
    • 🔤Key Terminologies
    • Signup to Myalice
    • 🤟Create your Team
      • Personalize your Team
      • Manage User Roles
      • Create Groups in your Team
      • Create Multiple Teams
      • Connect Multiple Teams
    • 💸Set up your Billing
      • Subscribe to the Premium Plan
      • Subscribe to the Enterprise Plan
      • Subscribe through Shopify
      • Update your Subscription
      • Add a Payment Method to Use WhatsApp
      • Track and Configure your Billing
      • Unsubscribe from MyAlice
    • 🎙️Agency Mode on MyAlice
    • ⏰Set up your Business Hours
  • 🔗MyAlice Channels
    • 🎉Connect Your Social Media
      • Connect Your Facebook Feed
      • Connect Your Messenger
      • Connect Your Instagram Messenger
      • Connect Your Instagram Feed
      • Connect Your WhatsApp Business Account
      • Connect Your Telegram
      • Connect Your Viber
      • Connect Your Line Messenger
    • 📧Connect Your Email
      • Connect Gmail
      • Connect Custom Email
    • 🌐Connect Your Website or Mobile App
      • 💬Connect your Website for a Chat Plugin
      • 📱Connect Your Mobile App (Android / iOS)
    • 🇫🇲Clone Channels
  • 📥MyAlice Inbox
    • 🧭Navigate the Inbox
    • 🔔Manage Inbox Notifications
    • 💬Understand Chat Features
    • 🎫Manage Tickets
      • Assign a Ticket
      • Resolve a Ticket
      • Tag a Ticket
        • Tag Settings
      • Reopen Tickets
      • Smart Ticket Assignment
    • 🎮Advanced Ticket Management
      • Ticket Configurations
      • SLA Configurations
  • 🛒E-commerce on MyAlice
    • 🛍️Overview
    • 💜Manage your WooCommerce Store
      • Connect your WooCommerce Store to MyAlice
      • Connect Your Customer Information on WooCommerce
      • Manage WooCommerce Orders from Inbox
    • 💚Manage your Shopify Store
      • Connect your Shopify Store to MyAlice
      • Connect Your Customer Information on Shopify
      • Manage Shopify Orders from Inbox
    • 👜Product Recommender
    • 🏆E-Commerce User Data in Inbox
  • 🤖Chatbot & Automation
    • 🧭Explore the Automation Tab
    • ✨Create rules to trigger a Sequence
      • Keyword wise Automation
      • Source (referral) wise Automation
      • Post comment wise Automation
      • Facebook Ad wise Automation
      • User intent (by NLP) wise Automation
        • Connect wit.ai NLP
        • Connect MyAlice NLU
        • Connect INTNT
        • Connect Intents to Sequences
    • 🧱Add Blocks to Your Chatbot
      • Block Compatibility
      • Add and Send Content Blocks
      • Collect User Information Blocks
      • Action Blocks
    • 🚗Create Advanced User Journeys
      • Quick Reply Block
      • Button Block
      • Gallery Block
      • CSAT Block
      • Datalab Entry Block
    • Page
  • 📲MyAlice for WhatsApp
    • 🗺️Overview
      • Migrate from your Existing BSP
      • Migrating from the WhatsApp App to the API account
      • Difference between WhatsApp Business App vs WhatsApp Business API
      • Verifying your Facebook Business Account
      • Picking a number for WhatsApp Business
      • Getting Started with Message Templates
      • Message Templates & Session Messages
      • WhatsApp Message Templates Best Practices
      • WhatsApp API Pricing
      • Apply for a Blue Tick
    • 📤Create and Send Template Messages
    • ⭐Starting a new conversation
    • 👩‍👩‍👦‍👦WhatsApp Broadcasts
      • WhatsApp Broadcast Overview
      • Create a Broadcast
      • Opt-In and Opt-Out
    • 💰Automate Sales in WhatsApp with WhatsApp Catalog
      • 🔃Upload Inventory in Meta
      • 🔗Connect your Catalog to the WhatsApp Business Account
      • Share Products with Your Customer
    • 📈WhatsApp Marketing Automation
      • 💚Setup WhatsApp Automation for Shopify
      • 🍀Shopify + WhatsApp Marketing Automation- Sample Use Cases
  • 📱MyAlice Mobile App
    • ⬇️Download the Mobile App
    • 🤓Navigate the Interface
    • ⚡Enable Mobile App Notifications
    • 📬Using the Mobile Inbox
  • 📂Data Lab & Analytics
    • 📊Diving Deep in Data Lab
      • Create a Datalab Sheet
      • Create Forms in Data Lab
      • Add, Collect or Store Data in Data Lab
    • 👪Understand the Customer Tool
    • 📈Analytics, Metrics & Reports
      • Customer Metrics
        • General Metrics
        • User Demographics Metrics
        • Chatbot Efficiency Metrics
      • Automation Metrics
      • Agent Metrics
      • CSAT Reports
  • 🔑External Integration
    • 🏬Checkout.com
      • Recieve Payments with Checkout.com
    • 🪂Pabbly
    • 🦾Developer Documentation
  • Release Log
    • Release Log: Version 1.27.9
    • Release Log Version 01.25.01
  • Release Log Version 1.25.03
  • Release Log Version 1.25.04
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On this page
  • Video Tutorial
  • Empty Inbox
  • Organise Tickets in Inbox
  • 1. Ticket Queue
  • 2. Filter Your Tickets
  • 3. Private View:
  • 4. Sort Your Tickets
  • 4. Search Your Tickets
  • 5. Pin Tickets

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  1. MyAlice Inbox

Navigate the Inbox

Find out about the tiniest features of Inbox and how to use them.

Last updated 8 months ago

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Video Tutorial

Empty Inbox

This is what an empty inbox looks like.

There are several reasons you might have an empty inbox.

  • You don't have many visitors.

  • Your bots are doing a great job in resolving every query.

Be sure to revise your user journey once in a while.

Organise Tickets in Inbox

On the top-left corner of the inbox, you will see a drop-down menu, three icons, and a search bar.

You can toggle between All Assigned, Unassigned, All Closed, Bot, My Assigned and My Closed Tickets. You will see the Assigned tickets in your inbox by default.

To view the Closed tickets, click on the dropdown menu on top, select All Closed.

1. Ticket Queue

Next, you can select one of these six views from the drop-down menu.

By default, All Assigned contains the tickets assigned to agents. To view the tickets resolved by you, select My Assigned in the dropdown menu.

Tickets which has been closed by agents are in this queue

The conversations which are handled by Bot are separated in this queue.

In this queue, you can see the tickets assigned to you.

In this queue, you will see the tickets which has been closed by you

2. Filter Your Tickets

You can also filter your tickets based on the following criteria. Click the Filter icon to filter tickets.

  1. Channels

  2. Assigned Agents

  3. Assigned Groups

  4. Date

Your filter view does not affect how your agents or teammates see the inbox.

3. Private View:

You can now save filters you frequently use yourself. So that, you don't have to apply the same filter every time. To save a filter, click Filter from your inbox, select the fields you want to apply. Then click Save As View. You will now get your Private view. To access the filter view, goto Private View from the queue dropdown.

  • This Private View will only be visible for you.

  • You can save at most 3 private view for yourself.

4. Sort Your Tickets

By default, the inbox view shows the latest ticket on top. You can click on the Newest Icon to toggle between the latest and the oldest view.

4. Search Your Tickets

This step is self-explanatory. Just put in your customer's name, email or phone number, and the results will appear. Feel free to add filters and sort your search results to find your desired outcome.

5. Pin Tickets

You can now pin tickets in your inbox in any queue. Just click the pin button in the bottom right corner of a ticket and it will be pinned and showed top of all tickets in that queue.

All agent can see the pinned tickets

You forgot to add a in your user journey.

By default, the Unassigned view contains the tickets which have not been assigned to anybody. This can happen if you haven't set any .

📥
🧭
Tags
smart ticket rules
Ticket Block
Empty Inbox
Filter
Private View