Upcoming change (Inbox partner app enhancements)
We're excited to introduce significant improvements to the mobile app interface, enhancing your overall chat experience across different types.
Before:
| Description | User interface |
|---|---|
| My Chats page featured three tabs—Assigned, Open, and Archive. - Filtering for specific chat types, such as Resolved chats, required navigating through the Archive chats tab. - Agent filtering could only be applied to chats within the archived segment. |  |
Now:
We've streamlined the interface to create a unified Chats page. No more distinct tabs; instead, a dropdown provides easy access to various chat types, including My chats, Active chats, Queued chats, Resolved chats, Missed chats, and Open chats. Here's what's new:
- Default view: Upon entering the Chats page, the default view is My Chats, displaying all chats assigned to the respective agent.
- Enhanced navigation: Chats selection and filtering options have been repositioned for a more intuitive and seamless experience, aligning along the same horizontal level.
- Unified filters: Date, Source, Tags, Groups, and Agents filters are now available for all chat types. However, the Agents filter is exclusive to Active chats and Resolved chats.
Role-Based Access: Different chat sections are now available based on user roles:
| Role | Available chats | Default selected chat type | Reply permissions |
|---|---|---|---|
| Agent | My Chats, Resolved Chats, Missed Chats, Open Chats | My Chats | Can reply only to assigned chats in My Chats |
| Admin | Active Chats, Queued Chats, Resolved Chats, Missed Chats, Open Chats | Active Chats | Can reply to any chat in Active Chats |
| Agent + Admin | My Chats, Active Chats, Queued Chats, Resolved Chats, Missed Chats, Open Chats | My Chats | Can reply to assigned chats and any other active chats in My Chats |
These enhancements aim to simplify your interaction with the app, making it more user-friendly and efficient. We hope you enjoy the upgraded mobile chat experience!