Recognize Inbox Assistant activity
Inbox Assistant messages are identified separately from messages sent by staff with a purple star icon next to the date. Open a conversation to review the assistant's responses and the controls available for each response.
Reply as a staff member
When a conversation needs a personal response, pause Inbox Assistant before replying. Pausing prevents automated responses in that conversation while staff take over.
- Open the conversation.
- Select the Inbox Assistant control in the conversation header or reply area.
- Choose Pause, or use Pause and Reply if that option is available.
- Enter and send your response.
A paused conversation remains paused until a user resumes it. A list of conversations that have been paused can be viewed using the inbox filter option. A response schedule does not automatically resume an individually paused conversation.
Resume Inbox Assistant
- Open the paused conversation.
- Select the paused Inbox Assistant control.
- Choose Resume or Unpause.
- Confirm that the active indicator returns when the inbox is within its configured response hours.
Provide feedback on a response
Feedback helps Mongoose identify responses that worked well and responses that need improvement.
- Locate the Inbox Assistant response you want to review.
- Select the thumbs-up icon for a helpful response or the thumbs-down icon for an unhelpful response.
- If prompted, describe what Inbox Assistant should have said or done differently.
- Submit your feedback.
Other Automated Messages
- When Auto Reply and Smart Messages are configured, those messages will be sent first, then the agent will respond to any of the contact's messages afterwards.
- Out of Office responses are disabled when the Inbox Assistant’s respond toggle is on.