Inbox Zero Philosophy

Overview

Our Inbox Zero Philosophy (inspired by Superhuman) helps you move faster by removing noise and turning your inbox into actionable to-do list. The goal is to rethink how you interact with your inbox and achieve Inbox Zero!

Hitting and maintaining Inbox Zero (a Todo count of Zero) is the most efficient way to bring clarity to a chaotic inbox and reduce your team's load. Pushing for this workflow within your support org will allow your team to handle new messages without distractions, focus on the most meaningful tasks, and boost productivity all around.

It is especially helpful for teams that want to track important analytics and ensures the inbox remains clean and organized.

When you respond to a message in your todo list, mark the conversation as done. Do this by clicking the "Mark Done" button or hitting E in Conduit. The conversation will move to the Done tab so you'll always be able to find that message using search.If that contact sends a new message, the conversation will move back to Todo.

Follow-Up (Snooze)

Follow-Ups let you set a reminder for you and your team to check back in with the guest.This is particularly useful when you have a scenario that requires longer investigation or research before getting back to the guest or marking it as done. Some good examples of this are maintenance issues, scheduling a mid-stay clean, or payment confirmations.Just hit the "Follow-Up" button or Z on your keyboard and choose when you want to follow up. The conversation will move to the "Follow-Up" tab and move back to your Todo tab once the time has been reached.

Team members can easily access the Notes feature within a guest conversation by clicking on the “Add a note” option in the top-right corner of the conversation panel. Notes are visible to all team members, providing a unified space for collaboration within guest conversations.

To add a mention, type @ followed by the team member’s name within a note. This sends a notification to the mentioned person, directing them to the conversation where the mention was made. To view mentions, simply head to the Mentions section in the inbox sidebar. This will show a complete list of all mentions, ensuring that nothing gets missed.

Filters

On the right, Filters allow your team to organize your inbox by listing, conversation tags, escalation status, etc to organize your inbox.

Custom Views

Custom views are filters that you can save for specific inboxes. If your team frequently uses specific filters, they can be saved as a customer view and be shared across your team's accounts.

Workflow

Conduit offers many features on the conversation level to help you reach Inbox Zero and quickly answer customers.

Once you click into a message, you can view how the your team members or AI responds to customers, and information from past interactions.

• Reply (R): You will be able to view and respond to all customer inquiries once Conduit is connected to your systems. Conduit's unified inbox is multi-platform/multi-channel and allow you to respond via Email, Text, WhatsApp, or Airbnb if you have enabled it within your account.

• Unassigned (A): To ensure conversations aren't missed or the proper team member is notified about a request, you can assign conversations to your team directly in the inbox.

  • The team member will be notified about this message, and the conversation will move to your team member's Todo Inbox

• Follow up (Z): For conversations, you want to work on later or you don't have all the information. You can Follow up within a message as well as on the Inbox level.

• Mark done (E): Once you have responded to a message or actioned a task to move the conversation to Done. This feature is also on the Inbox level. Marking a conversation as Done is not permanent. Once a guest responds, the message will move back to Todo for your team or the AI to action.

• Translate: Conduit is able to assist your business in multiple languages to help your customers throughout the world.

  • You AI agent is able to respond to a guest in their language, then your team can translate the conversation to over 11 languages that Conduit supports.

At a glance section

Once you click the side bar icon on the right. The At a glance section is able to provide a high level overview of your customer's information, open tasks, and calls.

Recreate in Sandbox

In Recreate in Sandbox, you will be able to simulate conversations and where you can teach within the Inbox.