Rinsed Inbox Overview

A walkthrough of the Rinsed Inbox feature and how to use it.

What is Rinsed Inbox?

Rinsed Inbox is a customer engagement platform that can serve as your first point of contact when getting in touch with customers. Rinsed Inbox consolidates multiple channels of communication (SMS, Email, and live webchat), making it the perfect centralized location for your Support team to manage customer communication. 

When you set up your Rinsed CRM account, your Rinsed Inbox will automatically be set to receive any text messages that your customers send in response to a Rinsed SMS. For example, if a customer replies to one of your Credit Card Decline texts, that reply will be visible within your Rinsed Inbox. You can then reply to the customer via the Inbox.

Rinsed Inbox is most often used to respond to inbound messages from customers, but it can also be used to create one-off outbound emails and SMS messages.

Getting Started with Rinsed Inbox

To get started with Rinsed Inbox, you'll want to make sure to:

1. Add users
2. Create any additional channels that you may want to use
3. Set your auto response for each inbox

Using Rinsed Inbox

To log in, simply log into Rinsed CRM, then click on the Rinsed Inbox tab on the lefthand side.

When you first log into Rinsed Inbox, you will see: 

1. Your conversation stream (all open conversations)
2. Reading and composition window 
3. Customer details and Conversation Actions

Conversation Stream

This is where you will see all open conversations across all Inboxes ("All Conversations"). To hone in on a specific communication channel, such as SMS, select the desired Inbox from the menu on the lefthand side. This will display only conversations in that inbox. 

You can also filter the conversation stream using the filter options at the top. You'll be able to filter by Status (Open, Resolved, Pending, Snoozed), Assignee, Team, and more.

If your team is using the ticket assignment feature, you can easily navigate to your assigned tickets by clicking Mine at the top of the Conversation list.

Reading and Composition Window

This is where you'll read customer messages, type responses to customers, and leave internal notes for teammates. When composing a response, you'll be able to add emojis, attachments, and even audio recordings to send back to your customers. When writing internal notes, you can tag teammates to alert them to certain issues, or ask questions.

For more context on why a customer might be reaching out, you can also toggle to the Rinsed Text Messages tab at the top of the reading window. This allows you to view any outbound messages that may have been sent to the customer via Rinsed, such as marketing messages or credit card decline notifications: 

Customer Details and Conversation Actions

On the righthand side, you will see customer details and history (pulled from Rinsed CRM) if the customer phone/email matches a customer record in the Rinsed database. This makes it easy for agents to quickly gather context about a customer, such as their plan type or last charge date. 

This section is also where agents can take Conversation Actions, such as assigning the conversation to another agent or Team, or adding a Conversation Label:

Managing Conversations

The Resolve button in the top righthand corner is the easiest way to manage open conversations. This button can be used to close a conversation entirely, or Snooze it for a certain period of time. Snoozing a ticket will hide it from the Conversation Stream until that time period has elapsed, or until the customer responds.