Automate basic, repetitive tasks in Inbox to free up your agents’ time and enhance your customer experience.
Inbox has a number of built-in automations that you can set up by heading to the automations page in your Inbox settings.
Analyze incoming messages
Several of Inbox's automations analyze and extract information from incoming messages, making it easier for your agents to handle tickets.
Set up language recognition automation to detect which language your customer speaks. This information can be displayed on incoming tickets and used to route tickets to specific agents with specific language skills.
Set up sentiment analysis automation to detect the mood of your customer. This information can be displayed on incoming tickets and used to route tickets to specific agents with specific sentiment skills.
If your agents can't handle tickets 24/7, Inbox automation can help you to manage your customers' expectations.
Set up your business hours to let your customers know when you're open and when you're closed. Inbox also gives you the option to create an out of office greeting.
Automate the beginning and the end of your customer interactions with basic Inbox automation.
Create an automatic greeting message so that your agents don't need to respond manually to every new message.
Agents aren't always there to see new tickets arrive. Set up email notifications to make sure you and your team never miss a new ticket.
Once a ticket has been closed, you might want to reach out to the customer to get feedback on your customer service by creating an automated follow-up message.
More advanced automations can be created by using Flow Builder.