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