Create Custom Inboxes - DialogShift Support Dokumente

Custom Inboxes automatically sort Live Chats by topics such as room reservations, table reservations, or spa inquiries. One inbox can combine the Live Chats of multiple hotels.

Prerequisites

You need an administrator role for the organization, a brand, or a hotel. Custom Inboxes can only be managed on a desktop.

Create a Custom Inbox

Open Organization settings in the left navigation bar.
Select Custom Inboxes.
Click Create custom inbox in the upper-right corner.
Activate the inbox and complete at least the required Name and Type fields.
Configure the other settings.
Click Save.

Custom Inbox settings

Settings

Setting	Meaning
Active	Only an active inbox sorts new Live Chats.
Name	The name shown for the inbox in Live Chat.
Type	Select Spa, Room reservation, Table reservation, Event, or Custom inbox. The first four types already contain relevant keywords and blocker words.
Chatbots	Select the hotel or hotels whose Live Chats should be collected in this inbox.
Office hours	Define when your team is available for this topic. Without office hours, the inbox is available 24/7.
Channels	Select channels whose Live Chats should always be forwarded to this inbox.
Custom keywords	Add relevant words for each language, separated by commas. If a guest mentions one of these words, the Live Chat can be assigned to this inbox.
Custom blocker words	Add words for each language that should prevent assignment to this inbox. This helps avoid incorrect topic assignments.

As soon as you select at least one channel, only the channel determines the assignment. Keywords and blocker words are then ignored.

When you add office hours, DialogShift automatically creates an out-of-office message for each selected hotel. You can edit the text using the link below the chatbot selection.

Use the Inbox in Live Chat

After saving, you can find the inbox under Custom Inboxes in Live Chat. You can also manually assign a Live Chat to one or more inboxes using Assign inbox. Learn more about handling Live Chats in Answer Live Chats.