Fusion Tips & Tricks

How to streamline your inbox with Folders, Labels & Rules

The new Folders, Labels and Rules features allow you to organize your inbox and increase the efficiency and quality of your customer responses.

Labels act like a sub-folder within the Folder group. For example, you could create a Folder Group for an Amazon channel and within this master folder, you can create labels for specific queries such as ‘Refund’, Damaged Products’, ‘No Delivery’, ‘Late Shipment’, etc. Then using ‘Rules’, you can assign Tickets to each label based on the Ticket query, as well as assign an agent to the ticket. Each ticket will then be assigned to the label and the agent will be notified (all tickets with a label can be found under their Label heading on the main message dashboard). Continue reading

Replying to messages

The XSellco ticketing system allows you to keep track of your customer conversations from all your sales channels in one screen. In your messages dashboard, click on any ticket to reply to a customer. You can also create a ticket to contact any customer directly using the Sales tab.
Simply find the message you would like to reply to by scrolling through the messages dashboard, searching for the order number in your search bar, or find a specific group of messages using the advanced filter option. This will allow you to search for orders that have been affected by a certain issue e.g. delivery delay, so that you can contact each customer quickly.
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