Summary
Inbox Pages are a way to display Conversation data from multiple Companies in one place
"Conversations" includes correspondence such as emails and tickets, as well as other logged activities (including custom Conversation Types, e.g. "QBR")
Like other Pages, you can easily apply a filter to define what's included (e.g. only show Conversations with EMEA Companies, or only tickets)
Inbox Pages can be useful for a whole team (e.g. Support), in which case make them part of a View in a Section, or alternatively you can create a personal Inbox Page with your own configuration
Who is this article for?
All Planhat users
Article contents
Introduction
A central part of customer management is communicating with your customers!
On a Company or End User Profile, you can see the Conversations ("logged activities" - emails, tickets and meetings etc.) you have had with that specific customer/prospect, but sometimes you might like to look at Conversations relating to multiple Companies at once.
For example, you could be a Support Specialist needing to view all the emails sent in by all Companies, or by a subset such as SMB Companies, as your team inbox. Or, perhaps you're a senior manager wanting to see the Conversations your team is having with the highest-paying Companies.
To achieve this, you can use an Inbox Page. Inbox Pages enable you to display customer communication in a very easy and flexible way, which is a lot of power at your fingertips!
📌 Planhat versions
If you used the previous version of Planhat, the Inbox Page type in upgraded Planhat replaces the old Conversations Module.
What are Inbox Pages?
An Inbox Page is a place where you can view Conversations (a specific Planhat data model) with your customers - emails, tickets, chats and calls, plus other logged activities such as meetings (custom Conversation Types) and notes.
Here are a couple of examples of what an Inbox Page may look like:
As with other Page types and the Data Explorer, you can easily configure a filter, so that you see specific Conversations, rather than every Conversation. For example, you could apply a filter for a particular Conversation Type (such as "ticket" or "email"), or Conversations with a specific group of customers (e.g. your top 10 Companies by ARR). You can see examples of this kind of thing in the screenshots above - the orange text is filtering.
Why use Inbox Pages?
There are many different use cases for Inbox Pages. A couple of typical examples are:
Using an Inbox Page as your shared Support inbox - where your Support team manages emails/tickets. This could be for all Companies, or filtered for just a specific Company Tier/Segment where you use this pooled service
A senior manager having an Inbox Page for to view your organization's communication with your top 10 Companies by ARR
Creating this as an Inbox Page (as opposed to using Data Explorer) means you have a long-lived display of data that you can keep referring to - remember that Data Explorer is just for quick, temporary exploration of your data.
Inbox Pages can also be positioned together with related Pages as part of Views/Sections. For example, you could have:
A View with the theme of customer communication, with Pages showing Sequence Workflows next to Inbox Pages
A View showing all data on a specific customer cohort (e.g. Enterprise Companies), with different Pages displaying a variety of related data, including an Inbox Page of your team's communication with them
As with other Page types, you can alternatively include it as part of a private Section/View, just for you.
Technical details
When you go to create an Inbox Page, you'll notice you don't need to select a data model like you do with some other Page types - this is because Inbox Pages are always for the Conversation model.
Filtering
The new Inbox Page will be created for you, initially without any filters applied. You'll likely not want to see all Conversations in your tenant within your Inbox Page, so let's get filtering!
There are "quick filters" to easily apply - you can select one or more of these:
Choose an existing Company Global Filter
Choose an Owner
Choose one or more labels
Choose one or more Conversation Types
These can be standard/default Conversation Types such as "email" or "ticket",
or custom Conversation Types created in your tenant, such as "Training Session"
When a filter is selected, it will show in orange:
If you'd like even more choice in filtering, simply click on "+ Filter". Note the "Advanced filter" at the bottom if you want to configure particularly advanced custom filters.
Using your Inbox Pages
As well as filtering, you can easily identify specific Conversations by using the search box in the top left of your Inbox Page - an example is shown below.
You can also click the "New" button (with paper plane icon) to send a new email straight from your Inbox Page.
When you're viewing Conversations as rows in your Inbox Page, you can click on a row (anywhere but on the Company name) to open up the actual Conversation itself on the right-hand side.
Click the image to view it enlarged
Additional resources
For an overview of Inbox Pages, you can check out our tutorial here.
Another related tutorial covers searching Conversations, including on Company Profiles: here.
Tutorials are also available in-app - just click on the "Help" (question mark) icon and then "How-to Library".