The Manifest Inbox helps you manage and organise conversations efficiently using Filters, Labels, and the Star feature. These tools enable your support team to quickly find, prioritise, and categorise messages based on activity, intent, and relevance.
1. Using Filters to Refine Conversations
Filters allow you to narrow down your inbox view based on various conversation attributes. Here's a breakdown of the available filters:
Available Filters:
Intents:
Each conversation is auto-tagged with an intent based on the customer’s query.
Examples:
Feedback
Generic
Product Search
Product Details
Activity:
Tracks specific customer interactions, such as:
Order Placed
Product(s) Added to Cart
Product Card(s) Clicked
Lead Collected
These activities are recorded when users take specific actions like submitting details, clicking "View Product," or adding items to the cart.
When multiple activities are selected in the filter, the filter behaves as an OR condition—conversations matching any of the selected activities will be shown.
Date:
Filter conversations based on when they occurred:
Today
Last 7 Days
Last 30 Days
Custom Range (Select any start and end date)
Labels:
Labels are used to identify specific chats. Labels can be added automatically, and merchants can also manually add them using the Add Labels option under each ticket. This helps in easily finding chats associated with specific labels.
Conversations:
Choose how to include or exclude different types of conversations:
All Conversations – Shows every conversation in the inbox.
Only Test Conversations – Displays internal testing messages from the merchant (titled “Test User”).
Exclude Test Conversations – Shows only customer conversations by hiding “Test User” entries.
How to Apply Filters:
Navigate to Inbox in the Manifest dashboard.
Click on the Filter icon.
Select your preferred filters.
Click Apply to view filtered results.
To clear filters, click Reset next to the Apply button.
2. Using Labels to Organise Messages
Labels help merchants organise and identify conversations quickly by tagging chats based on their content or purpose. Labels can be:
Automatically applied based on the intent of the conversation.
Manually added by merchants to categorize or track specific topics.
How to Create a Custom Label:
Navigate to the Inbox in the Manifest dashboard.
Select any conversation and click on ‘Add labels’ below the user’s name.
Click the ‘Create Label’ button.
Enter a label name and click Save.
The newly created label will appear in the dropdown list.
How to Add a Label to a Conversation:
Go to the Inbox in the Manifest dashboard.
Open any conversation and click ‘Add labels’ under the user’s name.
Choose from existing labels or create a new one.
The label will be added and displayed under the username.
How to Remove a Label:
To remove a label from a conversation, simply click the (x) icon next to the label under the user’s name.
The label will be removed instantly from that conversation.
Merchants can see all added labels displayed directly below the user’s name in each conversation.
3. Starring Important Conversations
Use the Star feature to highlight and pin important conversations. Starred chats always appear at the top of your inbox, regardless of the conversation date.
How to Star a Conversation:
Open the Inbox in the Manifest dashboard.
Select any conversation.
Click the star icon next to the username.
The conversation is now pinned at the top.
To view only starred chats, click the Star Filter icon next to the main filter icon.
FAQs:
1) Can I combine multiple filters at once?
Yes, you can apply multiple filters together (e.g., intent + date + activity) to narrow down your view. Selecting multiple filters will work as an AND operation.
2) What’s the difference between labels and intents?
Labels are customisable tags applied by the merchant (or auto-applied).
Intents are system-generated based on the content of the user’s conversation.
3) Are test conversations visible to customers?
No, Test conversations (with “Test User”) are internal and not visible to customers.
4) Do starred conversations stay pinned forever?
Yes, until you unstar them manually, they will remain pinned at the top of the inbox.
For further assistance or to raise feature requests related to Filters, Labels & Star in Manifest Inbox, please contact [email protected].