Discover Orlo's push mode feature, which automatically assigns new Inbox messages to agents and learn how to set queue limits to control workload to ensure effective management of inbound messages.
Things to consider ✅
- To be an admin for push mode, users will need to enable the 'Push Mode Administrator' permission in the 'Users Settings' area. This will allow users to manage the status of other users in push mode.
- Push mode settings can be configured in the 'Inbox Push Mode' area in the settings. Take a look at our Push Mode Settings guide for more information.
- Agents will need to be in Conversation Mode in the inbox to use Push Mode.
- If you don't have access to Push Mode, speak to your CSM, who can turn this on for your organisation.
Benefits 🙌
- Automation - Automatically assign messages to agents, eliminating the need to manually triage messages.
- Balance Workload - Set queue limits for agents to manage demand better and not overwhelm agents.
- Reduce Cherry-Picking - Automatically assigning messages eliminates the issue of agents selectively choosing messages based on personal preference.
In this article:
3. Replying to Push Mode Messages
5. Filtering your Push Mode View
Agent Status for Push Mode
There are three states for push mode: Online, Busy and Offline. Agents can control their status via the dropdown in the Inbox.
Online = Agents will be pushed new messages and can reply to and resolve messages.
Busy = Agents will not be pushed any new conversations, but will still be able to view the Push Mode inbox as well as reply to and resolve their currently assigned conversations.
Offline = Agents will not be pushed any new conversations, and will not be able to access the Push Mode inbox view, and any conversations you may have had assigned will be unassigned.
How to access Push Mode
1) Once you have set yourself to 'Online' or 'Busy', click on the 'Social Push Mode' icon in the bottom left-hand corner of the Inbox.
This will take you to the Push Mode message view, where you can view the status of other agents within your organisation, see how many messages have been assigned to each agent, and access your lists of Active and On-Hold messages.
Replying to Push Mode Messages
Replying to messages in push mode works the same as conversation mode, where agents can see the full thread of messages and resolve conversations.
Take a look at an example below:
Recommendation 💡
If you have a long thread of messages, such as multiple comments on a post, we recommend marking all messages as actioned first, then resolving the conversation.
On Hold Messages
Placing a message on hold pauses response times, allowing you to gather information from other teams or the public for a more accurate reply.
In Push mode, agents will see a filtered view of on-hold messages, allowing agents to easily identify which messages require follow-up. Once you have gathered the necessary information, you can remove the message from hold and proceed to respond.
1) To take a message off hold, click on the 
button and select the 'Push back to queue' button. This will push the message back into your main message view for you to respond and start the clock again to record response times.
Filtering your Push Mode View
You can use the preset filter options on the left-hand side of the push mode screen to filter your view. The filtering options are:
- All Messages
- Active Messages
- On-Hold Messages
To filter your view, click on the filter option on the left-hand side.
Exiting Push Mode
To return to the main Inbox view, click on the 'Exit Push Mode' button in the bottom left-hand corner. This will take you out of push mode.