Your inbox is organized with helpful labels to quickly identify the type of conversation you're looking at. This guide will help you understand what each label means.
New
This indicates a fresh conversation from a customer.
Customer Responded
This means the customer has replied to your message.
Marked Helpful
AI will automatically respond to customer inquiries, whether they are submitted via email, the widget, or AI search. Once a customer is satisfied, they can mark the response as Helpful. That is when this label will be displayed.
This means the customer was satisfied with the answer provided by AI. It's a good sign that the AI is doing its job.
Marked Unhelpful
Whenever the customer isn't happy with the AI's response, they can mark it as Unhelpful. This is your cue to step in and offer a more personalized solution.
Spam
This label identifies messages that are unwanted or inappropriate. You can manually mark conversations as Spam, or add additional Spam rules into the settings.
Delivery Failed
This label means that the message you sent to the customer did not reach their inbox. This could be due to a variety of reasons, such as a typo in the email address or a temporary issue with the recipient's email server.
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