This inbox page redesign improves the overall visual appearance and usability across the three sections of the inbox page - the conversation listing pane (left), the conversations pane (middle), and the apps pane (right). 

This reskin provides users with a more modern visual and helps us stay updated with UI/UX trends in the market. We’ve improved/brought in:

  • Enhanced visual hierarchy: Improved design elements so that agents can quickly focus on the correct elements

  • Unified product experience: Standardized Inbox experience across Freshchat, Omnichannel, and CRM

Changes in the left pane

Group Conversations by Customer: 

In the past, conversation inbox in Freshchat would show multiple conversations from the same customer as separate contacts. Now, with the "Group Conversation by Customers" feature, all conversations from a customer will be grouped under one contact. This means that regardless of how many conversations the customers had on different channels, agents will only see one customer contact in the conversation inbox.

Agents can activate "Group Conversations by Customer" feature by clicking on the profile icon in their inbox. 

After grouping these conversations, agents will only see one customer contact in the conversation inbox. Once done, agents can simply click on the customer's name to access their latest conversation in the conversation pane.

Conversation card: You will get much more information from the conversation tile like the status of the customer (online/offline), the status of the conversation (awaiting customer response, pending, etc.), the topic it has been mapped to, assigned agent, associated tags, timestamp, and more without needing to click on it.  

  • Multi-select conversations: When you select multiple conversations, the central pane or the conversations pane will remain as is - there will be no preview. The selection of the conversations has been made prominent with a blue background and a blue highlight strip on the left of the selected conversation.

  • Chat views: Chat views and custom view creation will now span the entire pane providing more real estate and improving usability.

  • Sort: The ‘Priority Team Inbox’ and ‘Team Inbox’ icon has been replaced with a Sort option. You can sort by newest conversation, oldest conversation, longest wait time, SLA breach time, and view the tickets as necessary.

    • Newest Conversation (Team Inbox): Sorted based on the timestamp of the latest conversation update in descending order. 

    • Longest awaiting response (Priority Inbox): Sorted based on wait time for the customers' unresponded message, in descending order. There can be multiple messages that the customer sends, but it would be calculated from the oldest unresponded message. The conversations that aren’t expecting a response would be sorted based on the timestamp of the last message sent in descending order. 

    • Oldest Conversation: Sorted based on conversation start timestamp, with the oldest unresolved conversation on top, in ascending order.

    • SLA Breach Time: Sorted based on SLA violations with breached conversations at the top, followed by those that are heading towards a violation in ascending order.

Newest Conversation (Team Inbox) is available on the Free plan. Priority inbox, due by and oldest conversation sort, is available from the Growth plan.

Changes in the central pane:

  • One-click Resolve: You can resolve conversations with just a click by hitting the Resolve button instead of the multi-click process of accessing the dropdown to resolve them (which you can still do).

  • Reply editor: The elements in the reply editor have been rearranged for optimum productivity. 

Changes in the right pane:

  • App widgets: You can now collapse, expand, and rearrange all the app widgets in the Apps pane. By default, all the widgets will be open/expanded.