Work the inbox
Views, priority, snoozing, reply targets, assigning, taking over, replying on any channel, the copilot, topics, notes, approvals and email drafts.
The inbox holds every conversation, from chat, email and your messaging apps, with who’s looking after it. Each conversation is marked with the channel it came in on.
Views
- Team — waiting on the team: handovers, approvals and drafts.
- Mine — conversations assigned to you, including ones you’ve taken over.
- Dazza — conversations Dazza is handling.
- Snoozed — conversations put aside until later. It shows once something is snoozed. See Snooze conversations.
- Resolved — finished ones.
- All — everything.
The list puts conversations waiting for a reply first. Press the sort button above it to sort by newest, oldest, priority or the reply that’s due soonest.
Priority and reply targets
Each conversation is urgent, high, normal or low. Dazza suggests one when it hands over, and anyone can change it from the header. If your admin has set reply targets, conversations waiting on your team show how long is left, then Due soon and Overdue. See Priority and reply targets.
Search, filters and views
Search looks through every message as well as names, emails and subjects. Filters narrows the list by channel, status, who has it, topic, priority, rating, date and whether Dazza handed it over. Save the ones you use as your own Views. See Search, filters and export.
Topics
Dazza labels each conversation with its topics, and shows an Unhappy badge when the customer was unhappy. Filter by topic, or by the customer’s rating of the chat, in Filters. In the side panel, add or remove topics, or press Relabel. See Topics, sentiment and language.
Work on several at once
Select conversations (hover over the avatar, or press and hold on a phone) to assign, snooze, set the priority, add or remove a topic, resolve, reopen or return them to Dazza in one go.
Merge
When the same customer has started two conversations, merge them so the whole story is in one place. Dazza suggests it when it spots one from the last day. See Merge conversations.
Photos and PDFs
Photos and PDFs customers send show in the conversation: photos as thumbnails that open full size, PDFs with their name and size. See Photos and PDFs from customers.
Handovers
When Dazza hands over, the conversation moves to Team with a short summary and the reason: the customer asked for a person, Dazza couldn’t answer, a complaint, or something only staff can do. Anyone who has alerts on gets an email, at any hour. If your team shares handovers out in turn, it’s assigned to the next person and only they get the email.
Outside your opening hours, Dazza tells the customer when the team is back.
Assign
Press the button beside Resolve to give the conversation to a teammate, take it yourself, or leave it unassigned. They get an email. See Assign conversations.
Take over and reply
Press Take over to reply as yourself. The customer sees that someone from the team has joined, and Dazza stops replying. In email conversations, your reply goes by email.
On a messaging app, your reply goes out on the same app, and the reply box says so, for example Sends on WhatsApp as Sam. Each reply shows Sent, Delivered or Read, or Not sent with the reason. If one fails, press Try again.
Once you’ve taken over, the copilot can draft, rewrite or translate your reply, and summarise the conversation. It never sends anything itself. Type / at the start of the reply box to insert one of your saved replies.
When a customer writes in another language, press Translate under their message to read it in yours.
Switch to Internal note and press Add note to leave something only your team can see.
When you’re done, press Return to Dazza so it can carry on helping, or Resolve it. A resolved conversation can be reopened.
Requests sent to your team
When a workflow sends a request to your team, it waits in Team with every detail. Once it’s dealt with, press Mark request done.
Approvals
Workflows that need the team’s approval wait in the conversation with their details. Approve and the workflow runs; Decline and Dazza tells the customer what you’ve set.
Email drafts
In Draft mode, or past your daily sending limit, Dazza’s email replies wait as drafts. Send one as it is, Edit draft first, or discard it. In Observe mode, drafts are shown but never sent.
Correct an answer
Admins can correct any of Dazza’s answers from the conversation. See Correct an answer.
Keyboard shortcuts
On a computer, press ? in the inbox for the full list. J and K move up and down the list, Enter opens, R replies, N writes a note, E resolves, A assigns, S snoozes, P sets the priority, X selects and / searches. Shortcuts never fire while you’re typing in a box.
On your phone
The inbox works on phones, so you can take over and reply from anywhere. Filters open from the bottom of the screen, and pressing and holding a conversation starts selecting.