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Inbox Overview

This guide provides an overview of the SendSquared call center dashboard, focusing on the inbox functionality and communication features that allow you to manage guest interactions efficiently.

The Inbox: Centralized Communication Management​

The inbox is the central hub where all inbound communications (emails and text messages) are stored and managed. This allows you to reply directly to your guests in one place and keep all communications organized.

Accessing the Inbox​

  1. Log in to SendSquared with your agent credentials
  2. Navigate to Inbox on the left-hand side menu
  3. Select between Email or SMS tabs to view different communication types

Email Management​

Viewing and Managing Emails​

When viewing the email inbox, you'll see all messages that have been configured to come directly into SendSquared:

  • New/unread emails appear in bold
  • Read emails are marked with a different color
  • You can mark emails as unread if you want another agent to review them

Responding to Emails​

To reply to an email:

  1. Select the email you want to respond to
  2. Click the Reply button
  3. Choose your From email address (important if responding as a specific agent)
  4. Optionally select a pre-configured template
  5. Edit the content as needed
  6. Modify the subject line if necessary
  7. Click Send Message or schedule the email for later delivery

Email Templates​

You can use pre-designed templates when replying to emails:

  • Choose a template from the dropdown menu
  • Edit the template content as needed for personalization
  • If you select multiple templates, they will stack in the body (remember to delete unwanted templates)
note

Not all email templates are available for replies by default. Your implementation rep or customer success rep will need to change the email type to make templates available for replies.

Completing and Assigning Emails​

After handling an email:

  • Mark as complete: Check the box to mark an email as complete (it will not appear in the default view)
  • Assign to agents: Use the dropdown menu to assign emails to specific agents or to yourself
  • Filter view: Filter by agent, completion status, or date to manage workflow

SMS Management​

The text messaging functionality works similarly to email:

  1. Select the SMS tab in the inbox
  2. Click on the text message you want to respond to
  3. Type your response in the text box
  4. Click the arrow button to send

The interface will also display contact information on the right-hand side for reference.

Contact Profiles​

From both email and SMS views, you can access detailed contact profiles:

  1. Click on the contact's name to view their profile
  2. From the profile, you can:
    • See all communication history
    • Reply to emails and texts
    • View the email log for reference
    • Update missing contact information

Quick Replies​

Quick replies are templated responses for frequently asked questions or common communications, available for both email and SMS.

Creating Quick Replies​

  1. Go to Global Settings → Quick Reply Settings
  2. Click Add New Quick Reply
  3. Label the reply with a descriptive name
  4. Add your text content (can include unit descriptions, website links, etc.)
  5. Set the status to Active
  6. Click Save Reply
  7. Refresh your SendSquared session for the quick reply to appear in the dropdown menu

Using Quick Replies​

When responding to a message:

  1. Click on the quick reply dropdown menu
  2. Select the appropriate quick reply
  3. Edit if necessary before sending

Best Practices​

  • Mark emails as complete after handling them to keep your inbox organized
  • Assign communications to specific agents for accountability
  • Filter by incomplete when you log in to see what needs attention
  • Create tasks for follow-up actions when needed
  • Create leads directly from email or text messages when appropriate
  • Use quick replies for consistent and efficient responses to common inquiries
  • Task creation: Create follow-up tasks directly from the inbox
  • Lead generation: Convert communications into leads in the system
  • Filtering options: Filter by assignment, completion status, and date