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AurionAI

Work on many conversations at once

5 min readBy Emmanuel Yazbeck

Who sees this: Inbox — profiles Helpdesk and AI Voice + Helpdesk. Roles: all roles can select conversations. The actions in the bar depend on your role; see the table below.

When you select conversations in the inbox list, a bar appears above the list. With this bar you change many conversations in one step: their status, priority, assignee or tags. You can also archive them, mark them as read or export them.

Prerequisites

  • Your organization uses the Helpdesk or AI Voice + Helpdesk profile.
  • You opened Inbox from the sidebar, not from a link that ends in shared=1.
  • Your role allows the action you want. Check the table in Actions by role.

Steps

  1. In the inbox list, select the check box at the start of each conversation you want to change. To select every conversation on the page, select the check box in the title row of the list (Select all).
  2. The bar appears above the list. It shows how many conversations you selected.
  3. Choose an action in the bar:
    • Change status: choose the new status.
    • Change priority: choose the new priority.
    • Assign: a window opens. Choose a person, a team or both, then select Assign.
    • Tag: select Add tags or Remove tags, type a tag name and press Enter. Repeat for each tag, then select Apply tags.
    • Archive or Unarchive.
    • Mark as read or Mark as unread.
    • Export: your browser downloads a CSV file with the selected conversations and the columns that the list shows.
  4. To leave the bar without an action, select Clear.

The bar above the inbox list after selecting conversations, with the bulk actions

You can also select or clear the highlighted row with the X key. Read Keyboard shortcuts.

Result

A message tells you how many of the selected conversations changed, for example 3/3. When some conversations could not change, the message is red and usually gives the reason. After most actions, the selection is cleared.

Actions by role

"Admin" in this table means both Admin and Owner.

Action in the bar Read-only Agent Supervisor Admin
Change status No Yes, but not Closed Yes Yes
Change priority No Yes Yes Yes
Assign No No Yes Yes
Tag No Yes Yes Yes
Archive and Unarchive No Yes Yes Yes
Mark as read and Mark as unread Yes Yes Yes Yes
Export Yes Yes Yes Yes
  • A Read-only user sees the status and priority menus, but they are grey. An additional role with Manage conversations unlocks status, priority and tags. Archive conversations unlocks archiving. No additional role unlocks Assign.
  • On an inbox link that ends in shared=1, only Export works, whatever your role. The status and priority menus are grey.

What each action does

  • Status. The menu lists only the statuses that every selected conversation can move to, from the status it has now. For example, only Supervisor and administrators can close a conversation, and only after it is resolved. Snoozing is not in this menu, because snoozing needs a time. When no status fits all the selected conversations, the menu is grey. Point at it to read why.
  • Assign. The window has the same fields as the Assign conversation panel, without Required skills. Here, choosing only a team moves the conversations to that team and keeps their current assignee.
  • Archive and Unarchive. Archive appears when at least one selected conversation can be archived. It skips conversations that are already archived, marked as spam or deleted. Unarchive appears when you selected archived conversations, for example in the view Archived.
  • Export. The file contains only the selected conversations of this page, with the columns that the list shows. To export more columns, show them first with Columns.

If something goes wrong

  • The bar does not appear. Select at least one check box. The check box is at the start of the row, not on the subject.
  • An action is missing from the bar. Your role does not allow it. Compare your role with the table above, and ask your administrator.
  • You want to change more conversations than one page holds. A selection covers only the current page. Increase Rows per page to 100, or repeat the action on each page.
  • The status menu is grey. The selected conversations have no status in common that they can move to. Select conversations with the same status, then try again.
  • The message says that only some conversations changed. The other conversations could not change, for example because of their status or because a colleague changed them at the same time. Read the reason in the message, then open those conversations one by one.
  • The window closed and a message asks you to select conversations again. The list changed while the window was open, for example because you changed page or filters. Select the conversations again.

Still stuck? Submit a request or .