Inbox Management – Avochato Help Center

General

To interact with your contacts in two-way communication, you will need to navigate to your inbox within Avochato and select “My Inbox” or “All Messages”.

My Inbox: Pre-set filter displays messages that are Unaddressed and assigned to you

All Messages: Shows all messages with any user as the assignee

Tutorial

New to Avochato? Here's a general overview of Avochato's Inbox - All Messages section. Understand how to navigate your inbox, use sort options, change views, apply filters, and adjust assignment.

View Options

There are three different inbox views: Classic, Compact, Wide. Each view has a different interface.

Wide View & Bulk Actions

Access power features in Wide View!

To expose Wide View, adjust your inbox view by selecting View and choose Wide.

In Wide View mode, use the checkboxes on the left of the conversation to assign, unassign, add a tag, remove a tag, update the status, or add to a broadcast multiple conversations at once (Note: bulk actions are only compatible with Wide view, not Classic or Compact).

Additionally, you can move all conversations to Addressed state by selecting the Address button.

Filter and Sort Options

The filter options allow you to filter by Activity Date, Status, Assignee, Channel (e.g. SMS vs Live Chat), and view Conversations that are Closed.

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Looking for a Closed conversation?

Select the filter icon and Filter By Status: Closed

Or check off the “Include Closed Conversations” filter.

Next, Apply the Filter

The sort options allow you to filter the messages by longest wait time, most recent and oldest messages. The default sort option is most recent message.

Conversation Status

There are four different conversation statuses.

Open

Pending

Closed

On each conversation, there is an Addressed and Unaddressed state. Read more about managing Unaddressed conversations here.

Lifetime Conversations

Avochato provides a switch called Lifetime Conversations, which keeps conversations with a given contact bucketed within the same "thread". With Lifetime Conversations, you are able to see the whole conversation history, not just the messages sent since the last time the ticket was opened or created. If Lifetime Conversations is turned off, each new conversation with a customer that is opened and then closed will be in a separate ticket. Settings > Conversation MGMT > Lifetime Conversations.

What happens to old conversations?

By default, conversation tickets remain open until you close them. Even once you close them, they are never deleted -- they can still be viewed in two ways on the Messages tab:

Select Filters > Status > Closed to show all closed tickets only.

Select Filters > Show Closed Convos to show closed tickets along with all other tickets in your messages tab.

Auto-Close Conversations

Under Settings > Conversation MGMT > Auto-Close Conversations, you can elect to have inactive tickets automatically closed after a certain number of days of inactivity. Just like with manually closing tickets, nothing is actually deleted.

What if you receive a text from a closed conversation?

When you receive a text from a closed conversation, it will change the status from closed to open. With Lifetime Conversations turned on, you will see the entire conversation history. With Lifetime Conversations turned off, you will only see the inbound text.

Opt-Outs

When a customer opts out of receiving messages (texts in STOP), you can no longer text that number. If this was by mistake or a contact would like to opt back in, the contact will need to text START.

You can manually opt out contacts by:

1) Click on the contact name in the conversation view and then select Edit Contact. Next choose Actions → Opt Out

2) going to Settings > Contacts > “Given Contact” > Select Opt-Out.

There is no way to manually opt contacts back in.

Global Opt-In

When this setting is enabled, if a contact is present in multiple inboxes on your account and decides to opt out, they will be opted out of all inboxes in which they appear. To enable this feature or if you run into any issues with opting a contact back in, feel free to contact us at help@avochato.com or send us a text at 415-214-8977.

How to Delete an Inbox

If you need to delete an inbox, you can email customer support at help@avochato.com with the inbox name and the request to delete.

Please note that deleted inboxes will no longer be accessible and the phone number will be released. We recommend that all Logs and Contact Data is exported prior to your request to delete an inbox.

Block Inbound MMS

To opt out of receiving MMS attachments, go to “Settings > Convo MGMT > Block Incoming MMS Attachments” and toggle the switch to ON. This is configured per inbox.

Blocking inbound attachments does not prevent you from sending outbound attachments. It also does not automatically hide or archive existing MMS attachments in your inbox, it will only prevent new attachments from being logged in your inbox.

The metadata for corresponding MMS message events will still appear in your inbox, but your team will not be able to access the contents and Avochato will not store them at all.

Text messages attached to an inbound MMS will still appear.

If you need assistance with this feature, please contact support at 415-214-8977 or email us at help@avochato.com.