Broadly inbox helps you manage your incoming customer messages by allowing you to "Assign" and "Follow" contacts within the Broadly app. This helps you establish who on your team is responsible for managing each conversation while giving Admins and Managers the option to continue to get notified of important customer communications.
Viewing Contacts That You're Following or Assigned
You can view the contacts you're "Following" or "Assigned" to by going to your Inbox on the main left-hand menu and selecting "Filter" next to the search bar.
Assigning Contacts
To help clearly indicate who is responsible for managing a particular customer conversation, Admins and Managers can assign that contact to a team member. This contact will then appear in the "Assigned" contacts for the teammate and they will receive notifications anytime the customer responds.
- View the contact that you'd like to assign to a team member
- Select the "Assign" option from the menu in the upper-right
3. On the following screen, select the team member that you would like to assign the contact to
4. The assigned team member will be reflected on the contact view
5. To unassign a team member from a contact, follow steps 1-2 above and de-select the assigned team member.
Following Contacts
Following a contact allows you to be notified of their incoming messages, even if you're not assigned to that contact. This will allow you to keep an eye on how your team is managing important conversations and jump in if necessary. You can "Follow" a contact by selecting the "Follow" option in the menu in the upper right of the contact's conversation screen.
If no team members are following a contact, Broadly will automatically notify Admins and Managers of any recent activity, to ensure no communications are overlooked. You can learn more about this by reading our article on Team Permissions.