Dedicated Inboxes for Chat and Email in RingCX
Current Behavior:
Chat and email interactions appear together in the All messages view, making it difficult for users to locate previous conversations by channel.
Requested Enhancement:
Provide separate, dedicated inboxes for chat and email, with channel-specific interaction history. Agents and supervisors should be able to access these inboxes while signed into both voice and digital channels.
Expected Behavior:
A Chat inbox displays active and historical chat conversations.
An Email inbox displays active and historical email conversations.
Each inbox supports searching and filtering within its channel.
The All messages view remains available for reviewing interactions across channels.
Business Impact:
Dedicated inboxes would simplify navigation, reduce the time spent locating past conversations, and help agents and supervisors manage chat and email interactions more efficiently.
Adriane Bartholomew
shared this idea