Productivity tools

Inbox includes productivity tools that help you work more efficiently. Learn how to use AI-powered features, automate repetitive tasks with macros, manage internal notes, access knowledge base articles, and configure senders.

Inbox AI

Inbox AI is part of Ask AI, the Infobip AI assistant. It provides AI features that help you reply faster and resolve conversations.

Inbox AI includes the following features:

• AI conversation summary - Generate conversation summaries to quickly understand context
• Enhance writing - Fix grammar and spelling, and rephrase your messages
• Translate agent messages - Communicate with customers in multiple languages
• Suggested replies - Get reply suggestions based on the knowledge base and previous conversations
• Fill in forms with AI - Automatically fill in form fields from the conversation history (charged per use)

Your administrator chooses which features are available and in which queues. For more information, see Inbox AI settings.

The AI customer context card in My Work shows AI-generated context about the customer, based on the analyzed interactions with the customer. When a chatbot, Journey, or AI agent hands off a conversation to you, the card briefs you on the conversation so far. The AI customer context card is an Early access feature and part of Customer context in Customer Profiles.

Use Inbox AI in Ask AI [#ai-chat-inbox-ai]

When a conversation is open, Ask AI works with the context of that conversation. Use it to ask questions about the conversation, find information in the knowledge base, and get suggested replies.

To open Ask AI, open a conversation in My Work and select the AI icon in the page header.

You can:

• Select a suggested prompt, such as:
  • Suggest me a reply - AI drafts a reply based on the current conversation. For details, see Suggested replies.
  • Find similar conversation - AI searches previous conversations to find similar issues and how they were resolved.
  • Summarize previous conversation - AI summarizes the previous conversation with the customer.
• Enter any question in the Ask me anything field. AI answers based on the knowledge base, previous conversations, or the current conversation, depending on the request.

To see a different set of prompts, select the Refresh icon next to the prompts.

AI conversation summary [#ai-summary-inbox-ai]

AI conversation summary is a short summary of the entire conversation that AI generates for you. Use it when you take over a conversation from a different agent, or to check where you left off with the customer.

You can generate a summary in any of the following ways:

• In Ask AI, select Generate summary.
• In the message editor toolbar, select the AI icon, then select Generate summary.
• In the Conversation context card, select Generate summary with AI below the Summary field. AI fills in the Summary field with the generated summary.

When you generate a summary in Ask AI, the summary appears in a Conversation summary card. You can:

• Select the Edit icon to change the summary text.
• Select the Regenerate icon to generate a new summary.
• Select Add as summary to save it to the Summary field in the Conversation context card.
• Select Add as note to save it as an internal note in the conversation.

Enhance writing [#enhance-writing-inbox-ai]

Enhance writing helps you communicate with customers in an improved tone and without grammar mistakes.

The available options are:

• Fix grammar and spelling - AI analyzes the message, detects any grammatical or spelling errors, and corrects them.
• Rephrase - AI rephrases your text using different words or sentences that have the same meaning as the original ones.

To enhance writing:

1. Write your message in the message editor.
2. In the message editor toolbar, select the AI icon, then select Fix grammar and spelling or Rephrase.
3. AI analyzes your text and applies the changes.
4. Review the changes. To revert them, select Undo.
5. Send your message.

Translate agent messages [#translate-inbox-ai]

Translate agent messages helps you communicate with customers in different languages by translating your replies before you send them.

Supported languages for translation:

To translate a message:

1. Write your reply in the message editor.
2. In the message editor toolbar, select the AI icon.
3. Choose one of the following:
   1. Translate to [language] (detected) to translate to the detected language of the customer.
   2. Select language to choose a different language from the list.
4. AI translates the message and displays the result.

Suggested replies [#suggested-replies-inbox-ai]

Suggested replies help you respond to customers faster and more consistently. They are available only in the queues where your administrator turned them on.

Suggested replies use two sources:

1. Previous conversations - Closed conversations from all your assigned queues. These help find similar cases and proven solutions.
2. Knowledge base (optional) - Product documentation, policies, and help articles from the knowledge agent that your administrator added to the queue.

To get a suggested reply:

1. Do one of the following:
   • In Ask AI, select Suggest me a reply, or enter your question or request.
   • In the message editor toolbar, select the AI icon, then select Suggest a reply.
2. AI generates a reply based on the current conversation, the knowledge base, and relevant previous conversations.
3. Review the suggested reply. It can include a list of sources when it finds relevant matches in the knowledge base or similar closed conversations. Use the sources to verify the information.
4. Select Add to composer to add the reply to the message editor. Edit the reply as needed before you send it.

Fill in forms with AI [#auto-fill-forms-with-ai-inbox-ai]

Fill in forms with AI automatically fills in form fields based on the conversation history. AI analyzes the conversation context and extracts relevant information to fill in form fields, saving time and reducing manual data entry.

Depending on how your administrator configured the form, AI fills out the form either automatically or on demand.

To fill out a form on demand:

1. In the Conversation context card, select the form in the Forms field.
2. Select Auto-fill form with AI.
3. AI analyzes the conversation and fills in the form fields.
4. Review the filled-in fields and make any necessary adjustments.
5. Save the form.

Macros

Use macros to simplify your work and automate the necessary steps for recurring use cases. You can use macros in conversations that are already open or to start new conversations. The macro performs all steps automatically and pre-populates the data.

Macros in open conversations [#macros-in-open-conversations-macros]

When you select a template or macro, it auto-populates the following fields:

• Subject
• Body
• Sender (Brand)
• Form
• Form fields
• Queue/Assignee
• Status
• Priority

1. In My Work, you can list all available macros by selecting the icon and applying the wanted macro for the open conversation.
2. Once the Choose macro window opens, you can search for a specific macro and filter them by tags.
3. If you hover over a macro in the list, the Preview button appears, and by selecting it, you can see the macro details.
4. Once you find the wanted macro, you can select it directly without previewing it.
5. Once you apply the macro, an event in the conversation shows that you applied it. The system then completes the steps according to the macro setup.
6. When you use a macro that sets the conversation status to Solved, you can edit the conversation as needed and then solve it.

Macros in new conversations [#macros-in-new-conversations-macros]

Use macros when you create new conversations to automate repetitive tasks, simplify complex workflows, and increase productivity.

After you select the + button, the following fields will display:

• From which channel and sender message will be sent
• To whom the message will be sent (name of the customer who must exist in Customer Profiles or contact address like MSISDN)
  • Channel and contact address in case the recipient has more than contact one associated with their profile
  • Option to add CC and BCC. You can add up to 1,000 recipients in total across the To, CC, and BCC fields.
• Form for the conversation
• Tags
• Priority of the conversation
• Status of the conversation
• Queue
• Agent assigned to the conversation
• Subject
• Content of the message

The following macro actions are visible and editable when creating new conversations:

• Agent
• Queue
• Tags
• Subject/Topic (for the email channel, only the subject appears, not the topic)

When starting a new conversation:

1. Select the Choose a macro button to open a list of actions.
2. Once the Choose macro modal appears, a list of all available macros appears. You can search for a specific macro, filter, and preview it before applying. Once you choose the macro you want, select it and apply it in your new conversation.
3. When you apply the macro, a notification shows the macro name and the data the macro filled in. You can then choose a form, add or remove tags, and adjust other settings as needed.
4. If you want to remove the applied macro, select the X button next to the macro name and confirm your action.

Macro logic for creating new conversations

The macro logic for the creation of new conversations is based on the following:

• If the To field is empty, the agent can choose only macros that have the To field configured for the channel selected in From.
• If the To field is filled in, the agent can select any macro. The action that fills in the recipient field (To) executes only if the channel matches the specified criteria.
• If the session has expired and a registered template is required, a yellow box appears. If the agent selects a macro, the system applies it silently. When the agent later selects a template, the system fills in the other fields based on the actions in the macro.
• The Set Template action does not execute when a WhatsApp session has expired, even though the action is available. After the session expires, only WhatsApp-approved templates can be sent.

Notes

Use notes to notify your team about important matters regarding a conversation with a customer.

You can store any supporting documentation, images, and other file types in the notes, which can help you or your colleagues get the full scope of the conversation and see what has been done to resolve a customer's issue.

Supported file formats in notes [#supported-file-formats-in-notes-notes]

Internal notes support the following file formats with the maximum file size of 25 MB:

Knowledge Base

Agents can use the Infobip Knowledge Base, which is a shared component, to share knowledge either within their organization or when talking to customers.

Agents can access manuals and other important content that supervisors and managers create and share across the organization. This content helps agents answer frequently asked questions from customers.

During a conversation with a customer, agents can search for Knowledge Base articles in the customer context card. To search for an article, start typing. Matching articles appear in the results list.

Agents also see suggested Knowledge Base articles in the context card. The suggestions are based on the 5 previous active conversations between the agent and the end user.

If the agent manually searches the Knowledge Base, the automatic suggestions disappear for a moment.

Senders configuration

The Senders configuration feature simplifies the creation of new or existing conversations. If you enable the feature, the following applies:

• New conversation:
  • Agent only has the default sender available from the queue they are assigned to
  • Every queue has only one set default sender
• Existing conversation:
  • Only senders from the queue the conversation is assigned to are available
  • Agent can only reply to senders in the queue they are assigned to and to senders available in a certain queue. For example, if the agent receives a conversation from a queue they are not assigned to, they cannot reply to the sender and will receive a warning message
  • If a conversation is assigned to a queue that does not have senders by default, the default sender of the queue is chosen for the channel, but if the default sender in the queue is not available, the From option will stay empty and all other senders will be available for the agent to choose based on the queue configuration

When you create a new conversation, the list shows only the default senders, grouped based on the queue setup. Inbox automatically uses the senders set under a particular senders group for sending.

In the From field, the following is available:

• Search option
• Information about the sender (in which queue the sender is set as default)