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About the Folders Tree

While it may initially appear that the Inbox is made up of just the Main and Chat tabs, there is actually a folder structure just below the surface. You may notice the structure take shape in the form of breadcrumbs at the bottom of the inbox. However, you can also get a more detailed view of the folders and their structure within the Folders pane, which can be access through the Inbox.

the folder tree

The Folders tree consists of the following folders:

  • The Activities folder contains five additional folders: Current, Completed, Sent, My Searches and My Folders. Each of these folders may contain additional folders that have been provided by the administrator or that you have created. The Current folder populates the Inbox with all of the activities that are assigned to you that are not completed. Similarly, the Completed folder populates the Inbox with all of the activities that you have completed. The Sent folder populates the Inbox email replies, composed messages, and social replies sent by an Agent that have left the system.

  • The My Searches folder contains folders that organize your activities based on any search criteria you choose. After you have created a folder in the My Searches folder, clicking that folder in the Folders tree populates the Inbox with the activities that match the search criteria that are defined for the folder.

  • The My Folders folder contains folders that contain shortcuts to activities that are of interest you. Once you create a folder in the My Folders folder, you can create a shortcut in that folder by dragging and dropping an activity from the Inbox to the folder. When you do this, a shortcut to the activity is created in the folder. Deleting the shortcut to the activity does not delete the activity.

Note that the Sent and Completed folders only populate activities and replies created within the last three months. For locating older activities or replies, see Conducting a Search.

  • The Cases folder contains four additional folders: Open Cases, Closed Cases, My Searches, and My Folders. Each of these folders may contain additional folders that have been provided by the administrator or that you have created.

    • The Open Cases folder populates the Inbox with all of the cases that you own that are not closed.

    • The Closed Cases folder populates the Inbox with all of the cases that you own that are closed.

    • The My Searches folder contains folders that organize your cases based on any search criteria you choose. After you have created a folder in the My Searches folder, clicking that folder in the Folders tree populates the Inbox with the cases that match the search criteria that are defined for the folder. For more information, see Creating Search Folders.

    • The My Folders folder contains folders that contain shortcuts to cases that are of interest you. Once you create a folder in the My Folders folder, you can create a shortcut in that folder by dragging and dropping a case from the Inbox to the folder. When you do this, a shortcut to the case is created in the folder. Deleting the shortcut to the case does not delete the case.

  • The Social folder is available to users with the appropriate permissions. It contains the Social Dashboard, the Social Inbox, and Post. The Social Inbox contains the Social Channel Folders for All, Facebook, X, Instagram, and YouTube. The Post folder contains the Social Channel Folders for All, Facebook, X, Instagram, and Youtube. For more information, see About the Social Dashboard.

  • The Chat Monitors folder available to users with the appropriate permission, helps supervisors or managers to review how well agents handle chat interactions and view the quality of the responses they send. For more information, see About Chat Monitor.

  • The My Team folder is visible only to managers who have a team of agents working on activities and cases.  The set of folders under My Team enables the manager to track the performance of the agents working on activities. You can create sub-folders such as activities and cases for each agent under your supervision.

The toolbar in the Folders tree includes the following buttons.

 

Use

To


New button

Open the New Folder window, which enables you to create a new folder for activities and cases.


Edit button

Edit the properties of a selected folder.


Delete button

Delete the selected folder.


Refresh button

Refresh the Folders tree.

Navigating the Inbox Folders

You can navigate the folders that make up the Inbox in the following ways:

  • Folders tree: The folders tree provides a more literal view of the folder structure that makes up the inbox. From here you can navigate directly to the desired folder, as well as create and delete personal folders or search folders.

  • Breadcrumbs: The breadcrumbs provided at the top of the Inbox are immediate shortcuts to the various folders and sub-folders of the inbox. You can jump directly to the various folders of the inbox by clicking the arrows next to the breadcrumbs.

To create, edit, or delete folders and references, the Folders tree must be expanded. Folders and references cannot be created, edited, or deleted in the breadcrumb view.

To access the folders tree:

  • In the Inbox footer, next to the breadcrumbs, click the left-facing arrow. The Folder tree appears next to the Inbox. You can click the downward-facing arrow to collapse the tree.

expande folders tree

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