UCal
  • Welcome
  • 🚀Getting Started
    • Quick Start
      • What is IS-Messenger?
      • Setting Up an Account
      • Connecting Channels
      • Inviting Your Teammates
      • Getting Contacts to Message You
      • Automated Welcome and Away Messages
      • Responding to Messages
      • Glossary of Terms
    • Connecting a Channel
    • Invite your teammates
    • Getting Contacts to Message You
    • Automated Welcome and Away Messages
    • Responding to messages
    • Glossary of Terms
    • Creating a Chatbot
  • ⚙️Workspace Modules
    • Dashboard
    • Inbox
      • Inbox Overview
      • Assignment and closing a conversations
      • Custom Inboxes
      • Interacting with Respond AI Prompts
      • Using AI Assist
    • Contacts
      • Contact Details
      • Contacts Overview
      • Merge Suggestions
      • Contact Activity
      • Contact Channels
      • Contact Import
      • Segments
    • Broadcast
      • Broadcast Overview
      • Managing Broadcasts
    • Workflow
      • Triggers
      • Workflow Step
        • Step: Send a Message
        • Step: Ask a Question
        • Step: Assign To
        • Step: Branch
        • Step: Update Contact Tag
        • Step: Update Contact Field
        • Step: Open Conversation
        • Step: Close Conversation
        • Step: Add Comment
        • Step: Jump To
        • Step: Wait
        • Step: Date & Time
        • Step: HTTP Request
        • Step: Trigger Another Workflow
        • Step: Add Google Sheets Row
        • Step: AI Agent
      • Workflow Templates
    • Reports
      • Reports: Conversations
      • Reports: Responses
      • Reports: Resolutions
      • Reports: Messages
      • Reports: Contacts
      • Reports: Assignments
      • Reports: Leaderboard
      • Reports: Users
      • Reports: Broadcasts
  • ⚙️Workspace Setting
    • Managing a Workspace
    • General
    • Users
      • Access Levels
    • Teams
    • Channels
      • Chat Menus
    • Contact Fields
    • Growth Widgets
      • Website Chat Widget Quick Start
      • Website Chat Widget Overview
      • Workspace Settings: Growth Widgets
      • Install Website Chat Widget on Squarespace
      • Install Website Chat Widget on Joomla
      • Install Website Chat Widget on Wix
      • Install Website Chat Widget on Shopify
      • Install Website Chat Widget on WordPress
      • How to Track Conversation Source from Multiple Websites
    • Respond AI
    • Integrations
      • Dialogflow
        • Dialogflow: Connecting to Dialogflow
        • Dialogflow: Creating a Chatbot
        • Dialogflow : Managing Intents
        • Dialogflow: Parameters
        • Dialogflow: Events
        • Dialogflow: Response Templates
        • Dialogflow: Custom Payloads
        • Dialogflow: Fulfillment Webhook Request
      • E-Commerce & CRM Integrations
        • E-Commerce Integration: Shopify
        • E-Commerce Integration: BigCommerce
        • E-Commerce Integration: WooCommerce
        • E-Commerce Integration: Magento
        • CRM Integration: HubSpot
        • CRM Integration: Salesforce
        • CRM Integration: Pipedrive
        • CRM Integration: ActiveCampaign
      • Zapier
      • Developer API
      • Webhooks
      • Make (formerly Integromat)
    • Closing Notes
    • Snippets
    • Files
    • Data Export
    • Data Import
  • ⚙️User Account
  • Profile
  • User Activity Status
  • Notifications
  • Resetting your Passwords
  • 👨‍👧‍👦CONTACT AND MESSAGES
    • Dynamic Variables
      • Dynamic Variables Overview
      • How to Use Dynamic Variables
    • Contact Search and Custom Inbox
    • Conversations
  • ⚙️MESSAGING CHANNELS
    • Channel Overview
    • Facebook Messenger
      • Facebook Messenger Quick Start
      • Facebook Chat Plugin
      • Private Replies
      • Message Tag
    • Instagram
      • Instagram Overview
      • Instagram Quick Start
    • WhatsApp
      • WhatsApp Business API Quick Start
      • Getting Ready for Inbound Conversations
      • Getting Ready for Promotional Messaging
      • WhatsApp Official Business Account (Green Tick)
      • Grow your WhatsApp Audience by Maximizing Entry Points
      • Get WhatsApp API Account for Government Agencies
      • Meta Business Verification
      • WhatsApp Message Templates
      • WhatsApp Pricing
      • WhatsApp Business Platform (API) Channel Configuration
      • WhatsApp Messaging Limits
      • Meta Product Catalog
      • Change Your WhatsApp Business Display Name
      • Phone Number Migration to IS-Messenger WhatsApp Business API
      • Turn-off WhatsApp Number Two-Step Verification
      • WhatsApp Cloud API
        • Migrating from On-Premises API to Cloud API
        • Migrating from Cloud API to On-Premises API
        • Set up the WhatsApp Echo Bot
        • Load Testing on Cloud API
        • Experiments
        • Webhooks Setup
      • 360Dialog WhatsApp
      • Twillio WhatsApp
      • MessageBird WhatsApp
      • Vonage WhatsApp
      • Phone Number Migration to WhatsApp Cloud API
    • Website Chat Widget
      • Install on WordPress
      • Install on Shopify
      • Install on Wix
      • Install on Squarespace
      • Install Website Chat Widget on Joomla
    • LINE
      • LINE Overview
      • LINE Quick Start
    • Telegram
      • Telegram Overview
      • Telegram Quick Start
    • Viber
      • Viber Overview
      • Viber Quick Start
    • SMS Overview
      • Twilio SMS Quick Start
        • Importing Contacts to Twilio SMS
      • MessageBird SMS Quick Start
      • Vonage SMS Quick Start
    • Twitter Overview
      • Twitter Quick Start
    • WeChat
      • WeChat Overview
      • WeChat Quick Start
    • Google Business Message
    • Email
      • Google Workspace Quick Start
      • Other Email
    • Custom Channel
      • Custom Channel Overview
      • Custom Channel Quick Start
  • New Release Update
  • Support Use Cases
    • How to Identify Contacts by Email and Phone NumberI
    • How to Enrich Customer Data from a CRM or other Business Software
    • How to Route Customers to the Right Team Automatically
    • How to Auto-Assign Customers to a Team or Dedicated Agent
    • How to Send Outbound Support Messages
    • Support: Closing Conversations
    • How to Supervise Your Support Agents
    • How to Analyze Reports for Support
    • How to Send CSAT to Customer and Save Data in Google Sheets or CRMs
  • Handling Inbound Conversations
    • Managing Spam
    • Create Automated Welcome and Away Messages
    • Get Contacts’ Consent for Personal Data Collection
    • Create Automated Chat Menus
    • Collect Contacts’ Emails and Phone Numbers
    • Route Contacts by Shifts
    • Route Contacts by Team Functions
    • Route New & Returning Contacts
    • Route VIP Contacts
    • Assignment Strategy: Automatic Contact Distribution & Load Balancing
    • Assignment Strategy: Unassign Agents after Conversations Closed
  • Capture Conversations
    • How to Streamline Meeting Scheduling via CTC Ads
    • How to Automate Product Info Sharing in Conversations Initiated via CTC Ads
    • How to Track Conversation Source from Multiple Websites
    • How to Route Contacts from CTC Ads to Agents
  • Automate Conversations
    • How to Maximize Customer Service Potential with AI Agent
    • How to Automate Contact Information Collection with AI
    • How to Route Contacts to Preferred AI Agent
    • How to Automatically Qualify Contacts Based on Budget Using AI Agent
    • How to Route Contacts by their Preferred Language
    • How to Create Automated Chat Menus
    • Assignment Strategy: How to Automate Contact Distribution & Load Balancing
    • Assignment Strategy: Unassign Agents after Conversations Closed
    • How to Create Automated Welcome and Away Messages
    • How to Block Contacts and Manage Spam
    • How to Route New and Returning Contacts
    • How to Collect Contacts’ Emails and Phone Numbers
    • How to Route New and Returning Contacts
    • How to Route Contacts by Team Functions
    • How to Route Contacts by Shifts
    • How to Get Contacts’ Consent for Personal Data Collection
    • How to Route VIP Contacts
  • How to Promptly Transfer Conversation Between Agents
  • How to Guide Customers from Exploration to Purchase with Engaging Menus
  • How to Optimize Customer Onboarding with Automated & Customized Welcome Messages
  • Converse with Customers
    • How to Get a Complete View of the Customers
    • How to Simplify Customer Escalation with Automation
    • How to Transfer Contacts to the Next Shift Automatically
    • How to Optimize Agents’ Productivity in the Messages Module
    • How to Align AI Conversations with Your Brand Voice
    • How to Draft Customer Replies with AI
    • How to Convert Image to Text Using AI
    • How Automate Calculations Using AI
  • Broadcasts Use Cases
    • How to Sending a Simple Broadcast
    • How to Start a Workflow Based on Broadcast Response
    • How to Import to Broadcast via WhatsApp
    • How to Troubleshoot a Failed Broadcast
  • Sales Use Cases
    • How to Collect Leads' Email and Phone Number
    • How to Enrich Contact Data and Qualify Leads
    • How to Route Leads
    • How to Auto-Assign Leads to Sales Agents
    • How to Send Outbound Sales Messages
    • How to Track Productivity by Closing Conversations
    • How to Supervise Sales Agents
    • How to Analyze Reports for Sales
  • Accessing Help Menu
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On this page
  • Search Behavior
  • Using Custom Inboxes
  • Inbox Selector
  • Adding a Custom Inbox
  • Sharing a Custom Inbox
  • Editing a Custom Inbox
  • Renaming a Custom Inbox
  • Deleting a Custom Inbox
  1. CONTACT AND MESSAGES

Contact Search and Custom Inbox

Use Custom Inboxes to filter and save a list of Contacts who fulfill a set of conditions

Search Behavior

If you wish to search for a particular Contact, type your query in the search box. The search behavior depends on the field type you input.

  1. Partial or wild-card search: Contacts that partially match the search query will be included in the search result. Example: Searching for car will include results for Carlos, Scarlet and Oscar.

    • First Name

    • Last Name

    • Phone Number

  2. Strict-searching: Only Contacts that are an exact match of the search query will be included in the search result.

    • Email

    • Custom fields, except for checkbox type, date type and time type

  3. Contact fields that cannot be searched:

    • Country

    • Language

    • Gender

    • Assignee

    • Conversation Status

    • Checkbox type (custom field)

    • Date type (custom field)

    • Time type (custom field)

    • Tags

Tips: For unsearchable contact fields, use filters to find the desired Contacts

Using Custom Inboxes

Use a Custom Inbox to create a list of Contacts according to predefined filters. Custom Inboxes can help you tackle your to-do list as quickly as possible.

Inbox Selector

The Inbox Selector is available at two locations, from the Contacts menu and the Messages menu. Depending on your access level, you will be able to see a list of Standard, Team and Custom Inboxes in the selector.

Adding a Custom Inbox

If the Standard and Team Inboxes do not address your filtering needs, you can add a Custom Inbox to the Workspace and reuse it when necessary.

Step 1: Create a Custom Inbox Navigate to the Messages Module and click on + button next to the Custom Inbox label. Alternatively, navigate to the Contacts page, click on the Custom Inbox Selector and select Add New Inbox.

Step 2: Name the Custom Inbox Give your Custom Inbox an appropriate name. Use a self-explanatory name for easy reference.

Step 3: Specify the filters Customize your inbox view by specifying your filter conditions.

The categories available within a condition include Contact Field (inclusive of all custom fields), Contact Tag, Variables, Last Interacted Channel and Time Since Last Incoming Message. Nested conditions are now supported.

Step 4: Save the inbox Review the options and click SAVE INBOX to set the filters for the new inbox.

By default, newly created Custom Inboxes are only accessible by creators. Creators may share their Custom Inboxes with their team or other Workspace users.

Sharing a Custom Inbox

You can share a Custom Inbox you created with other users or teams in the Workspace. Custom Inboxes can be shared with one of three different settings:

Share settings
Description

Private

The inbox can only be accessed by the creator

Public

The inbox can be accessed by all Workspace users

Shared

The inbox can be accessed by specific users or teams

Step 3: Select a preferred share settings Select your desired share setting. If you select Shared, fill in the list of users or teams you would like to grant inbox access to.

Step 4: Save the share settings Review the settings and click SAVE when you are ready.

A Custom Inbox can be shared with multiple users, multiple teams or a combination of both

Editing a Custom Inbox

Step 1: Navigate to the Custom Inbox Selector Select the Custom Inbox to be edited from the Custom Inbox Selector.

Step 2: Open the filtering options Click the Filter icon in the Messages Module or next to the Actions menu in the Contacts page to bring up the filtering options.

Step 3: Edit the filtering options Change the filtering options as desired. If any changes are made, the word "Edited" will be appended at the end of the Custom Inbox name.

Step 4: Save the Custom Inbox Once you are done with the filtering options, save the edited Custom Inbox by clicking SAVE INBOX at the bottom. Alternatively, you can click on the dropup menu on the button to save the new filters as a new inbox

Use Custom Inboxes to organize your Contacts into groups. To view the different Custom Inboxes you have created or have access to, use the dropdown menu on the top left of the Contacts page.

Renaming a Custom Inbox

Step 2: Rename the Custom Inbox Give the selected Custom Inbox a new name. Make sure the name is self-explanatory for easy reference.

Step 3: Save the Custom Inbox name Click the blue SAVE button to save the new name.

Deleting a Custom Inbox

If a Custom Inbox is no longer relevant or is a duplicate of another, it can be deleted from the Workspace by choosing Delete from the Actions menu.

Only saved Custom Inboxes can be edited, renamed and deleted. Standard and Team Inboxes such as Mine cannot be edited, renamed or deleted.

Be careful when you delete a Custom Inbox as it may be used by other users in the Workspace. Bear in mind that the deletion cannot be undone.

PreviousHow to Use Dynamic VariablesNextConversations

Last updated 1 year ago

Tips: IS-Messenger also provides Standard and Team Inboxes. Depending on their access levels, Workspace users can use these to manage their Contacts and conversations. Learn more about the different inboxes .

Step 1: Navigate to the Custom Inbox Selector Navigate to the Custom Inbox Selector or Filtering Options of a custom inbox. Step 2: Select More Actions Click on theActions icon and select Share Settings from the menu.

Step 1: Navigate to the Contacts Module Navigate to the Contacts Module. Use the Custom Inbox Selector to find the inbox you want to rename and Click on the icon for the Actions menu. Select Rename.

Alternatively, click the filter icon in the top right of the Contacts Module to open the filter drawer. Click on the icon for the Actions menu. Select Rename.

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here
Adding a Custom Inbox via the Messages Module
Adding a Custom Inbox via the Contacts Page
Filtering via the Messages Module
Filtering via the Contacts page
Delete a Custom Inbox from the Inbox Sidebar
Delete a Custom Inbox from the Filter drawer