Inbox Settings

This guide will show you how to customise features in the Orlo inbox, such as creating and managing snippets, implementing inbox tags, configuring your CRM integrations, and setting up Service Level Agreements (SLAs) for response times.

How to access the inbox settings: 

• Navigate to the menu in the top right-hand corner ➡️ Click 'Settings' ➡️ Click 'Inbox Settings'

 

Areas in the Inbox Settings: 

 

Inbox Snippets

 

• Inbox snippets can be created in the Inbox Settings area to create pre-canned responses for social media messages, which can be used for both public and private messages in the inbox.
• Snippets can be deleted by clicking on the 'Delete' button if they are no longer needed.  

How to create snippets: 

• Once you are in the Inbox Settings area navigate to the bottom of your snippets and add the title of your snippet in the 'Title' box. In the 'Text' box, add the body of the text and click 'Create New Snippet.'

 

 

 

Inbox Tags

• Inbox tags can be created in the Inbox Settings to be tagged to social media messages in your inbox for both public and private messages. Tags can also be created in the inbox which will filter through to your list in the inbox settings area.
• Admins can turn on the permission for all users to create tags in the inbox or turned off for only admins to create them. 
• Inbox Tags can then be used for analysis in the inbox report 

 

How to set up inbox tags: 

• Once you are in the Inbox settings, navigate to the bottom of your inbox tags list click in the 'Tag' box ➡️ add your tag name ➡️ click 'Create New Tag'
  
  
• Your list of inbox tags can be exported by clicking on the 'Export button'

 

 

 

 

Silencing Threads 

• Threads of conversations in the inbox from public messages can be silenced by users to move them out of your normal inbox view. This is useful if lots of messages are coming through on a social media post but you may need to deal with other messages first. 
• This permission in the Inbox settings will allow all users to silence threads or by selecting 'No' only admin users will be allowed to do this. 

 

 

Configure CRM integrations

 

 

Engagement Report for SLAs 

• Your Engagement SLA times can be set up within the Engagement Report SLAs in the Inbox Settings. 
• Your SLA times can be customised in this area depending on your reporting needs which can then be reported on in the Inbox Report both on a team and individual level. 

How to set up SLA times: 

• Once you are in the Inbox settings, navigate to the Engagement SLAs area and select '+Add New.' ➡️ Input your times in seconds ➡️ Click 'Save Changes'