Understanding Engage: Inbox Views

Understanding Engage: Inbox Views

Introduction to Engage's Interface







Introduction to the Inbox

The main view of Engage's unified inbox is arranged into three different columns: 
  1. The Assigned Queue
  2. The Conversation Lane
  3. The Author Panel 

The Assigned Queue

On the left side of your inbox, you'll find your ASSIGNED QUEUE. This column is where you can see every conversation you have claimed from the unassigned queue. 

The preview of each conversation will give you context on who the user is, what platform the conversation is happening on, what their message is, and what time the message came in. The number at the top of your Assigned Queue column displays the amount of conversations you currently have claimed. The 'CLAIM NEW' button at the top of your Assigned Queue is what you click to claim a new conversation. It will display a red dot if there is a new comment/ message on one of your digital channels.



The Conversation Lane 

This column is your main inbox workspace. Here is where you can read the most recent message from the user, view a full conversation history, and respond or tag/dismiss the conversation as needed. Once you select a conversation from the Queue, the full history of that conversation will appear here.

NOTE: A PIECE is a single comment/message from a customer on your digital channels. Engage consolidates every PIECE from the same digital user on its respective channel so that you can keep track of the conversation and have all of the information in order to respond.
  1. Inbound Piece: A public or private comment, DM, etc. that a user has left on your digital channel. These are displayed as GRAY in the Conversation Lane.
  2. Outbound Piece: A public or private response to your user, through the channel they contacted you from. These are displayed as BLUE in the Conversation Lane.




The Author Panel

This column is where you can see specific ID labels on a user as well as any internal notes to help you engage in the most productive way. This is also the panel where you will apply a protocol, tags, tiers, and sentiment to a piece.

The Author Panel allows you to mark a user with different labels and each label is applied by clicking on one of the 3 icons.
  1. Do Not Engage (Stop Icon): Assigned to any user who is a habitual troll or any user that you do not want to engage with.
  2. Influencer Label (Star Icon): Assigned to any user who has established credibility in your industry, has a large social following, or has a lot of influence.
  3. Associated with Client (Your Business's Icon): Assigned to any user who is related to your business in any way (ex: employee, board member, executive, family, personal relationships, etc.)
The Author Panel also provides an area for you to store Custom Data Fields. Data fields are user-provided information you want stored with the digital user's profile (ex: Phone Number, Email Address, Member ID, etc). These are customizable and can be managed in the Admin Portal of DGTL Engage.

Notes can be left on the Author Panel (Author Notes) and pinned to the top of the panel as well. Author Notes are left by your team and serve as additional information you want to keep track of relating to the online user. These are different from Conversation Notes, which are in-line with specific pieces of a conversation. To learn more about Author Notes and Conversation Notes, check out the article HERE.



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