Inbox Actions, Filters & Contact Management

This guide explains the tools available in the RateUp Inbox toolbar, including filtering, sorting, contact details, and contact management.
These features help agents and admins efficiently manage customer conversations.

Inbox Action Toolbar

The Inbox toolbar appears at the top of the conversation list and provides quick access to common actions.

Available Toolbar Actions

These actions are available across New, Assigned, and Mine Inbox views.

Inbox Filters

Inbox filters help narrow down conversations based on specific criteria.

Available Filters

• Channel
  Filter conversations by communication channel (such as WhatsApp).

• Tags / Groups / Campaigns
  View conversations associated with specific tags, groups, or campaigns.

• Category
  Filter chats based on assigned categories.

Reset Filters

Click Reset to clear all applied filters and return to the default Inbox view.

Sorting Conversations

Sorting controls the order in which conversations appear in the Inbox.

Sort Options

• Message Received

  • Newest First
  • Oldest First

• Message Created

  • Newest First
  • Oldest First

Sorting helps agents prioritize recent customer messages or review older conversations efficiently.

Viewing Contact Details

Click the Contact icon in the top-right corner of an open conversation to view customer details.

Contact Details Include

• Customer name and avatar
• Phone number
• Source (WhatsApp)
• Customer status (Active / Inactive)
• Customer since date
• Consent status
• AI Chat status
• Assignment status

This information helps agents understand customer context before responding.

Editing Contact Details

Agents and admins can update customer information directly from the Contact Details panel.

Editable Fields

Contact Information

• Name
• Phone number
• Email address

Additional Details

• Lifecycle stage
• Labels
• Custom fields
• Other notes

Saving Changes

After updating the required fields:

1. Click Save Changes
2. The updated contact information is reflected immediately

Editing contact details helps keep customer data accurate and up to date.

Assignment Required to Start Chat

If a conversation is unassigned, messaging is disabled until ownership is assigned.

You can:

• Click Assign To Me
• Or assign the conversation to another team member

This ensures accountability and prevents duplicate responses.

Adding a New WhatsApp Contact

Agents can manually add new WhatsApp contacts to initiate conversations.

Steps to Add a Contact

1. Click the Add Contact (👤➕) icon in the Inbox toolbar
2. Enter:
   • Full Name
   • WhatsApp Number
   • Email Address (optional)
   • Lifecycle Stage
3. Click Start Conversation

The new conversation appears instantly in the Inbox.

Key Notes

• Filters and sorting apply only to the current Inbox view
• Assignment is mandatory before sending messages
• Contact details help personalize conversations
• Editing contact data requires appropriate permissions

What’s Next?

Continue to Inbox Settings to learn how Quick Replies, visibility rules, and Inbox preferences are configured.