Facilio DocsHelpdesk Guide
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05Everyday work

The Inbox

Every call, chat and email your agent handled, with Atom's analysis on top and the full transcript underneath. Calls come with a recording you can play back.

Find it inInbox›CallsInbox›ChatsInbox›Emails
5 sections2 how-to guides3 min readDownload .md

05.1Three channels, one layout

Open Inbox in the menu and pick Calls, Chats or Emails. All three pages work the same way: a searchable list of conversations on the left, and the conversation you picked on the right.

Page What's in it Channel labels you'll see
Calls Phone calls and calls made from your website widget Phone, Web Call
Chats WhatsApp conversations and website chats Whatsapp, Web Chat
Emails Email threads, shown like a mail app —
Inbox › Calls: the conversation list on the left and the full call transcript on the right. The recording player sits at the bottom.
Fig. 05.1Inbox › Calls: the conversation list on the left and the full call transcript on the right. The recording player sits at the bottom.

05.2Inside a conversation, section by section

The conversation list

The search box and the conversations, newest first.
Fig. 05.2The search box and the conversations, newest first.

Each row shows who it was, the last line of the conversation and how long ago it happened. The open conversation is highlighted.

Who it was

The person's name, the channel and their number, with Download call on the right.
Fig. 05.3The person's name, the channel and their number, with Download call on the right.

Atom's analysis

Analyzed by Atom: the tone it picked up and a one-line read of the conversation.
Fig. 05.4Analyzed by Atom: the tone it picked up and a one-line read of the conversation.

The tone chip, here Concerned, is one of five (see the table below). Click View summary for more.

View summary opens Atom's Summary of the whole conversation.
Fig. 05.5View summary opens Atom's Summary of the whole conversation.

The transcript

The full conversation, from Call started to Call ended, with the call's duration.
Fig. 05.6The full conversation, from Call started to Call ended, with the call's duration.

The agent's lines are on the right, marked Agent, and the tenant's are on the left with their name. Every line has a time.

The recording

The player for the call recording, at the bottom of every call.
Fig. 05.7The player for the call recording, at the bottom of every call.

Play the call, skip 10 seconds back or forward, change the speed or download the recording.

05.3Read conversations

How to read a conversation and Atom's summary

  1. 1
    Open Inbox and choose Calls, Chats or Emails. The newest conversation opens automatically.
  2. 2
    Click any conversation in the list to open it. The Analyzed by Atom card at the top shows the tenant's tone and a one-line read.
A call from City Hospital about a stuck lift, marked Concerned.
Fig. 05.8A call from City Hospital about a stuck lift, marked Concerned.
  1. 3
    Click View summary to see Atom's full Summary and Tags. Click Hide summary to fold them away.
The summary says what happened in a few lines, without reading the whole transcript.
Fig. 05.9The summary says what happened in a few lines, without reading the whole transcript.
Tone What Atom picked up
Satisfied Pleased, with no remaining issues
Calm Relaxed and not expressing concerns
Concerned Unsure or worried about the issue
Frustrated Upset and having difficulty
Urgent Needs immediate help or escalation

How to find a conversation

  1. 1
    Type in the search box at the top of the list (Search by name, email or number, or Search on Emails).
  2. 2
    The list updates as you type.
Searching chats for James finds his WhatsApp report of the washroom leak.
Fig. 05.10Searching chats for James finds his WhatsApp report of the washroom leak.

05.4Chats and emails

WhatsApp and web chat conversations look like a messaging app, with photos, documents, voice notes, locations and buttons shown in place. Email threads look like your mail app. Click a message header to collapse or expand it.

A WhatsApp conversation. The tenant sent a photo of the leak, and the agent raised the ticket in the same chat.
Fig. 05.11A WhatsApp conversation. The tenant sent a photo of the leak, and the agent raised the ticket in the same chat.
An email thread. The agent replies in your helpdesk's name and confirms the ticket.
Fig. 05.12An email thread. The agent replies in your helpdesk's name and confirms the ticket.

05.5More things you can do

  • Play a call recording. Use the player at the bottom of a call to play, skip 10 seconds either way, change the speed or download the recording.
  • Translate a transcript. If a conversation is in a different language from yours, click Translate to English (or your language). Atom translates the transcript and the summary. Use the toggle to switch back to the original.
  • Download a transcript. Click Download call, Download chat or Download email at the top right to save it as a text file.