You can now assign conversations to team members in Unibox. Do it by hand, or let a workflow do it, and your teammate gets an email. We also shipped private notes inside a conversation, plus bold, italic and bullet lists for email replies.
Your AI agent talks to a lot of people, and some of those chats need a human. If nobody knows which human, everyone assumes someone else has it, and the lead sits. Now each chat can have one owner.
Assign conversations to team members
Open any call or chat in Unibox. You see who owns it at the top, and again in the details panel on the side. Click it and you get three options:
- Assign to me
- Pick a teammate from a list you can search
- Unassign
The owner stays on that conversation, even after you reload.
Your teammate gets an email
When you assign a chat to someone else, Nedzo emails them. The email says who assigned it, who the contact is and which channel it came in on, and it links straight to the chat in Unibox. If you run Nedzo under your own brand, the email carries your brand.
Assign a chat to yourself and nobody gets an email.
Don't want these emails? Turn off "Conversation assignments" in your notification settings. It has its own switch, so your other alerts stay on.
My Inbox and All
Above the search, pick "My Inbox" to see only your chats, or "All" to see every chat in the workspace. Everyone on the team can still see every chat. The views only change what you look at.
The new filter menu lets you narrow it down:
- Status, open or closed. It starts on open, so closed chats stay out of your way.
- Channel, like voice, SMS, WhatsApp, Instagram, Facebook, email or web widget
- Created date
- Assigned to
You can stack them. "My Inbox" plus WhatsApp plus open shows only your open WhatsApp chats.
Inbox assignment workflow
Assigning by hand works for a small team. When the volume grows, let a workflow route each chat the moment it starts.
The Conversation Started trigger
This new workflow trigger fires when a conversation starts. For a call, that's when it connects. For a chat, it's the first message. It works for inbound and outbound.
You filter it by:
- Agent type, voice, chat or web
- Which agent
- Direction, inbound or outbound, for voice
- Channel, like SMS, WhatsApp, Instagram, Facebook, email or web widget, for chat
The Assign Teammate action
Next, add the Assign Teammate action. You find it under Data & Integrations. Pick the teammate, then decide if the action may replace an owner who is already set. That setting starts off, so Nedzo only assigns chats nobody owns yet.
The teammate gets the same email as a manual assign. You can also use this action after a conversation ends, with the Conversation Completed trigger.
Here's one way to set it up. A home services company gets WhatsApp leads and phone calls. One workflow sends every new WhatsApp chat to the sales rep. Another sends every inbound call to the office manager. Nobody has to sort the inbox by hand.
Private notes inside a conversation
Your team needs to talk about a customer without the customer seeing it. Without notes, that talk happens in another app, far from the chat. Now it happens right in the thread.
Above the reply box, switch from Reply to Note. The box changes color, the hint reads "Add an internal note (only visible to your team)" and the button says "Add note". You can't mix up a note with a reply.
Notes show up in the thread, in order, between the messages. Each one shows who wrote it and when. Anyone on the team can add and read notes, but only the person who wrote a note can edit or delete it. Edited notes get an "edited" tag.
Your customer never sees a note.
Formatted email replies in Unibox
Until now, you could not format an email reply in Unibox. If you wanted a bullet list, you went back to Gmail, which defeats the point of one inbox.
Now the Unibox reply box has rich text for email: bold, italic and bullet lists. You reply the way you would in Gmail, without leaving Unibox.
It's live in your account now.