Replying to Inbox Messages

Learn how to use the Orlo inbox to reply to digital conversations and effectively manage the flow of inbound messages across your connected channels.

 

How to reply to Inbox messages: 

 

1) Navigate to the 'Inbox' button at the top dashboard to access the inbox. 

 

 

2) When you receive a new message in the inbox you will be alerted in the left-hand corner under the 'All New' area. Click on the refresh icon to pull the message into your inbox view. 

 

Blue Messages = Unread

Grey Messages = Unactioned (opened but not replied to) 

Green Messages = Actioned (message has been replied to or manually marked as actioned)

While Messages = Resolved (message has been replied to and moved out of the main inbox view)

 

 

 

3) Once the message has loaded click on the message to see the full contents of the message. This will also turn your message from Unread to Unactioned. 

 

 

4) For best practice we recommend assigning the message to yourself or other users to get accurate stats in the reporting area. You can assign a message in the following ways:

 

• Assign a message to yourself 
• Assign a message to another user 
• Assign a message to a Team (this will alert all members of the team) 

 

 

When a message is assigned, users will be alerted via email to say they have been assigned a message/ conversation. 

 

5)  To reply to a message, click on the reply box at the bottom of the page. You can reply by manually typing out the message or using the snippets feature for pre-canned responses (See our full guide on the best way to use snippets)

 

Once you have added your reply, click on the icon to send your reply. This will turn the message into an actioned message. 

 

Manually Responding: 

 

 

Using Snippets:

 

To use the snippets feature, click the / icon on your keyboard to load your saved snippets ➡️ Search for the name of your snippet ➡️ Select the snippet you want to use which will load into the reply box. 

 

Once you have added your reply, click on the icon to send your reply. This will turn the message into an actioned message. 

 

 

Resolving a message: 

 

6) When using Conversation Mode in the inbox you can resolve all threads of messages in one go to move messages out of your main inbox view. To do this, click on the icon at the top bar in the message area or once you have typed out your reply, click the button in the message box.

 

We recommend that you action messages that you need to deal with before you click the resolve button, as this will resolve all messages within the conversation.