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Inbox

What the inbox knows about the customer

What they want, their mood and language, a one-line summary, their past conversations, tickets and bookings, and a suggested reply when you ask for one.

Zack Lam
Authored by Zack LamFounder, doTask
Two colleagues working through a plan together
Inbox
Read it in the appThe same article opens from Help inside app.dotask.io, beside the screen it describes.

Labels and summary

When a customer writes, doTask notes what they want (one of your topics, set under AI Agent → Configure), their mood and the language they write in, and keeps a one-sentence summary above the conversation. These show in the AI tab of the details panel (What they want, Mood, Language, and Can’t wait when it is urgent), not in the conversation header. The labels refresh with each new message; nothing is sent to the customer. People whose AI Agent you switched off are never labelled. Switch labelling off under AI Agent → Configure.

Interaction history

The details panel lists their other conversations on every channel, their tickets (by email) and their bookings, newest first, each with what it was about and where it stands. Filter by chats, tickets or bookings, and click one to open it. Location shows the city and country of their website visit, or the country of their phone number.

Suggested replies

  1. Press Suggest in the reply box. A suggested reply appears above it, with the steps it implies (each with a reason).
  2. Change the words if you like and untick any step you do not want.
  3. Send sends the reply the usual way and then does the ticked steps one by one, as you. The conversation records who did what and how each step went. Edit moves the words into the reply box instead; the cross throws the suggestion away.
  • Actions it can suggest: tag the customer, set priority, move to a department or a teammate, add an internal note, open a ticket, archive, move or cancel one of their bookings, add a note to a booking, or run one of your Actions.
  • Nothing happens until someone presses Send. A booking only moves to a time that is free; an Action that changes your system runs only when the customer’s last message said yes, the same rule the AI Agent follows.
  • On WhatsApp after 24 hours the reply cannot be sent; you can still do the steps alone (Do these steps), or send a template.
  • A suggestion is made only when someone presses Suggest, never on its own.
See also:All documentationFAQ