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 requ...

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By Jitta

June 14, 2021

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

June 14, 2021

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 in...

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By Jitta

June 14, 2021

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 d...

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By Jitta

April 28, 2021

Manage your Support Emails with Gist

Using Gist to Manage your Support Emails Instead of using a business email account or separate ticketing service to manage support emails from your customers and prospects, you can use Gist! When someone emails your support email address, you ca...

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By Jitta

December 30, 2021

Create Inbox views to manage your support workflow

Inbox views are a way to organize your conversations by grouping them based on certain criteria, including conversation properties, and then show all conversations that match the criteria in real time. For example, you can create a view for new co...

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By Jitta

March 11, 2022

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. Pe...

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By Jitta

May 12, 2021

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 unnecessar...

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By Jitta

May 12, 2021

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 thei...

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By Jitta

June 4, 2021

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 compa...

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By Jitta

October 18, 2022

Start a video call with your customers right inside Messenger

If you’re chatting to a lead or customer, you can build a more personal relationship with them by inviting them to join a voice or video call with you. Let leads join video calls with you You can easily invite leads to join a video call while you’...

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By Jitta

January 20, 2022

Start new outbound conversations from within your Inbox

Send a new email or chat directly from the Inbox to your existing contacts.

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By Jitta

November 22, 2022

Get notified of incoming conversations

Automate your conversations

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 exception...

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By Jitta

July 6, 2021

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, et...

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By Jitta

June 14, 2021

Respond to conversations on the go with Mobile apps

The Gist mobile app, Gist for iOS and the Gist for Android , allows you to take Gist Inbox on the go. They allow you and your team to reply to conversations quickly, so you don't have to wait until you get back to your office or your desk. The ...

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By Jitta

January 5, 2022

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

June 14, 2021

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 custome...

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By Jitta

November 10, 2022

Keep your inbox free from spam emails

When you connect your team email to the conversations inbox, all incoming emails will be sent to this inbox. To keep your inbox organized, configure your spam configuration in your Inbox settings to keep your inbox free from emails that don't requ...

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By Jitta

September 30, 2022

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 qu...

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By Jitta

June 4, 2021

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

June 14, 2021

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 Convers...

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By Jitta

June 4, 2021

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

April 8, 2021

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 Inbo...

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By Jitta

August 18, 2021