#2562-Shared Inbox Agent Tracking & Auto Unread Issue

PrimeX 1 week ago

Hello BS Team,

I want to highlight an additional gap we have identified in the Shared Inbox and check the feasibility of improving it:

1. Agent Chat Visibility: Currently if multiple team have access to the Shared Inbox and one team member opens a chat, there is no way to track which agent has opened it. This creates confusion and makes it difficult to coordinate responses among the team.
2. Automatic Revert to Unread: If a chat is opened by an agent but not responded to within a defined time (seconds or minutes), there is currently no mechanism to auto mark it back as unread. This leads to messages potentially being overlooked and delays in response to users.

Please confirm:

• Whether tracking which agent opens a chat is technically feasible

• Whether implementing an auto “mark back unread” feature after a set time is possible

• Any plan or timeline for considering these improvements

These enhancements would greatly improve workflow efficiency, accountability and response management for teams using Shared Inbox.

Dear BS team any feasibility of improving the Shared Inbox

Hello!

I don't think they'll do this, but you have options:

Knowing who entered the chat: Activate the signature message, when an agent opens the chat, you must press ENTER so that the answer is enabled and the person who did it is marked.

Messages not read: I think you should use the tab of "RESOLVE AND NOT RESOLVED" , if the client has already been or was not attended, they are based on this tab, it is worth more than the read or not.

I hope I can help you, greetings

Hello,

Thank you for your input and for sharing these suggestions.

Regarding your points:

• We are currently not using the signature message feature, as it does not fit our workflow and may create unnecessary clutter in conversations

• The “Resolved and Not Resolved” option has been intentionally disabled for our team to avoid interruptions and keep the process streamlined

In addition to this, we are also facing another gap:

• There is no agent wise chat reporting available. This makes it difficult to track performance, measure response efficiency and generate team level reports

Our requirement is to have a clean and system driven way to:

• Identify which agent has opened a chat without manual steps

• Automatically revert chats to unread if no response is sent within a defined time

• Access agent level reporting for better performance tracking

If there is any alternative workaround to manage or filter chats effectively without using signature messages or resolved status, please do share.

Appreciate your support.