Inbox

Setting up and using Gist Inbox to support customers and convert leads at scale.

Set up your team and inboxes

Forward your emails to Gist team inbox

If you want to connect your mailbox (e.g., support@yourdomain.com or help@yourdomain.com) with Gist, you will need to set up forwarding or redirection from your email provider to get that email in to Gist. This will let you handle all support...

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By Jitta

updated 3 months ago

Connect your Facebook page with your Gist team inbox

You can connect your Facebook page to your Gist inbox to manage incoming messages directly from Gist. Why integrate your Facebook Page? Once connected, we will sync messages from your Facebook page to your Gist inbox, keeping all of your customer...

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By Jitta

updated 3 months ago

Connect your Twitter DMs with your Gist team inbox

Why integrate your Twitter account? Once connected, we will sync Direct Messages from your Twitter account to your Gist inbox, keeping all of your customer communication in one place. You can collaborate and respond along with your teams on all...

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By Jitta

updated 3 months ago

Forward support emails on behalf of your customers

Note : You need to connect your mailbox to Gist first before forwarding your support emails on behalf of your customers. Check out our detailed guide on how to setup automatic forwarding here . When an email is forwarded to your Gist inbox, by...

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By Jitta

updated 5 months ago

Collaborate with your team

Get context on your contacts fast

If you’re talking to a visitor or a paid customer, wouldn’t it be nice to understand the context of the conversation, so you can provide better and quicker support? The more context you have for a message, the better equipped you are to answer....

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By Jitta

updated 5 months ago

Leave internal notes and loop in teammates into conversations

Notes are internal messages you can post on any conversation to share information about the conversation among your teams. This is useful for two reasons: Everyone gets the context of the conversation quickly and easily. This avoids the...

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By Jitta

updated 5 months ago

How does teammate online presence work?

Collaboration works best when you know if your teammates are available. In Gist, you'll be able to see your teammates' status via a colored bubble next to their name. Here's what the colors mean: 🟢 Green: The are active and online on one of...

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By Jitta

updated 4 months ago

Analyze your team performance using Inbox reports

The Inbox reports allow you to easily understand how well you and your team manage your conversations. It gives you an overview of how many conversations are being responded to, the efficiency of your reply times, and conversation trends and...

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By Jitta

updated 4 months ago

Get notified of incoming conversations

How does Gist deliver Inbox notifications?

Your website visitors or customers may not hang around in the chat throughout the whole conversation. Hence, it's important that you send notifications so they never miss their most important messages. In this article, we'll cover how your users...

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By Jitta

updated 3 months ago

Never miss a conversation with Inbox notifications

It's easy to get alerted when various actions or activities happen in your Gist Inbox. You and your teammates can set up and control the notifications you'll receive from Gist so you won't miss out on any important conversations. To set up your...

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By Jitta

updated 3 months ago

Automate your conversations

Automate your Inbox workflows with rules

For any team, you'll often find repeatable administrative tasks that can be automated - like assigning a specific type of conversation to an in-house expert or tagging certain messages for tracking purposes. This is what Inbox Automation rules are...

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By Jitta

updated about 1 month ago

Best practices for Inbox rules - common usage examples

We’ve put together a collection of example rules used by our customers. You can apply these rules in your workspace as they are, or customise them for your specific workflows. Or just use them as inspiration for more rules you can create to make...

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By Jitta

updated about 1 month ago

Using Triggers, Conditions and Actions in Inbox Automation

Inbox rules let you automate actions in conversations for an efficient inbox and optimal customer experience and each Inbox rule is made up of three types of blocks: Triggers (When) : trigger events that qualify a rule to start scanning for the...

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By Jitta

updated 29 days ago

Best practices to support customers

Respond to customers faster with saved replies

A saved reply is a snippet of text that can be quickly added to the Inbox editor when replying to a customer. If you often reply to the same customer questions, using saved replies is a great way to shorten your response time and deliver...

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By Jitta

updated 3 months ago

Keep track of support requests by tagging conversations

When speaking to customers on live chat, you will come across instances where you would need to note something down - whether it is user feedback, bug reports, feature requests, a promise that you make for the future, an offer that you propose,...

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By Jitta

updated 3 months ago

See what visitors are typing in real-time

The "Sneak-Peek" feature in Gist allows you to see what your customers are typing in real-time before they even send the message. This gives your team the necessary time to analyze the situation and provide a faster and precise response. Here's a...

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By Jitta

updated 3 months ago

Measure customer satisfaction with conversation ratings

With conversation ratings, you can gather feedback from users and visitors on their interactions with your team. When a teammate closes a conversation with a customer, Gist will send a simple survey asking how their experience was.  If the...

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By Jitta

updated 8 days ago

Common questions

Can I use GIFs and Emojis in my chat messages?

Absolutely! By adding emojis, GIFs and stickers to your messages, it will make your visitors feel like they are talking to a real human. This will make your conversations friendly and lively and helps avoid being too formal or robotic. Here's a...

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By Jitta

updated 4 months ago

How do I block spam in my team inbox?

There are instances where you will encounter chats from visitors who are saying inappropriate, spammy, or abusive things. If closing the chat is not enough and they keep causing trouble, you can block them from sending you a message. How to block...

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By Jitta

updated 3 months ago

How do I sent a transcript of the conversation?

Finished a conversation with a customer and they requested to share a full transcript of the conversation? Gist allows you to send a transcript of your conversations to your customers directly through the shared team inbox. Send Individual...

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By Jitta

updated 4 months ago

File type and size restrictions for Gist Inbox & Messenger

The Inbox and Messenger in Gist supports attaching files of a specific type and size. Additionally, depending on your subscription, there's a usage limit to the number of attachments that can be uploaded. File types The following file types can be...

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By Jitta

updated 6 months ago

See which customers are online in Inbox

Knowing which customers are online at any moment helps prioritise your conversation backlog and improve your customer experience as well. In Gist, you can see if a customer you are speaking with is online or away in real-time from within your...

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By Jitta

updated about 1 month ago