The new Groove Inbox may look a bit different, but if you've used a modern email client you should feel right at home. Let's take a quick tour of what's new and what's changed, so that you and your team can get groovin'.
Left Navigation Menu
The left navigation is where you can access everything in your account.
Clicking the hamburger icon in the top left of the page slides out another menu where you can access your knowledge base, reports, and settings.
When you're in your Inbox, the left navigation contains links to your:
- Starred searches & folders for one-click access to the conversations you need to see the most
- Custom folder list
To add or remove items from your starred list, simply click the star icon at the top of the list view.
Adding new custom folders has not changed -- this is still done from your account Settings > Folders -- however, with Groove 2.0 you can avoid creating folders by using the available quick links for teammates and tags or by using the new search qualifiers.
Groove Inbox 2.0 includes support for a wide array of search qualifiers that allow you to find just the conversations that you're looking for.
You can use any combination of search qualifiers to narrow down your search results.
- Snoozed conversations assigned to Lisa? assignee:lisa is:snoozed
- All closed conversations? is:closed
If you find that you're using a particular search often, you can save it to your starred items for easy access.
These new search qualifiers also allow for new features that weren't available in Groove 1.0.
See all of the tickets that have been deleted by using the is:deleted search qualifier.
See the conversations where you've been mentioned by a teammate in a comment by using the mentions:me qualifier.
See the conversations that have received satisfaction ratings from customers using rating:awesome, rating:ok, or rating:bad.
See all of the conversations where you currently have drafts saved by using drafts:me.
The Conversation List
The new conversation list is visible at all times. Here you can sort the conversation list by oldest or newest, based on when the ticket was last updated by either the customer or the agent.
Unread tickets have a gray background. Read tickets have a white background. The conversation you're currently viewing shows a bar on the left side with the color of the mailbox the conversation is in.
Note that the number count shown on the conversation indicates the number of replies between the agent and a customer or collaborator. This number does not include the total of internal comments from agents posted on a conversation.
To make bulk updates to multiple conversations, hover over the conversation in the list and then click the little circle on the left side so it changes to a blue dot.
The Conversation Page
At the top of the conversation page you will see a selection of action buttons that will update the conversation.
From left to right these actions are:
- Add a tag
- Integrations (new!)
- Star priority
- Mark as spam
- Mark as unread
- Move to mailbox
In the content section of the conversation page, you can expand or collapse messages by clicking near the top of the message. You can also use our shortcuts to expand all (;) or collapse all (:).
Hovering over the top of the message also reveals buttons to link to that individual message - if you need to share a specific message with a teammate - and to open up the original raw email source.
Just like in legacy Groove, messages from the customer to the agent and from the agent to the customer are shown with a white background. Everything with a white background = this reply is public and visible to the customer when sent.
Messages to and from third party collaborators are shown with a green background so they can be easily distinguished from regular messages.
Internal comments are both formatted differently and displayed with a yellow background.
Should you need to edit the subject of the conversation, simply click the subject at the top of the conversation page and start typing.
The Reply Editor
Featuring a modern reply editor, Groove 2.0 allows you to draft your replies and internal comments with ease. The reply, forward, and comment buttons are displayed at the bottom of the conversation page.
Either click where it says "Type your reply here" or use the 'r' shortcut to open up the editor.
Once you're in the editor you will see the WYSIWYG formatting options as well as the attachment button to attach files to your reply.
When you're ready to send your reply you can send it with open status, closed status, or you can now Snooze a conversation while sending your reply.
Your reply drafts are saved in real time, so not to worry if you need to leave the page and come back a little later -- your draft will be there waiting for you.
Internal Notes from the legacy app are now called Comments in Groove 2.0. To leave a comment, click the Comment button at the bottom of the page.
Here you can mention your teammates to send them a notification and also attach files to your comment.
Remember, comments are internal only and will not be visible to your customers when you reply to the conversation.
The Right Sidebar
In the right sidebar of the Groove Inbox, you'll see all of the important details about the customer you're talking to in the current conversation.
At the top of the sidebar are the contact details -- name, email, photo -- and you can also edit these details to add more information like a short bio, website, phone number, etc.
Below the contact details are the other recent conversations you've had with that customer, should you need to refer to anything you or they have said in the past.
A new feature in Groove 2.0 is the ability to collapse this right sidebar and give yourself more breathing room in the conversation to read and reply to your customer.