The Zailab mailbox is a feature that allows agents to listen to messages left by clients, the purpose of this mailbox is set by your Administrator.
Multiple agents can have access to the same mailbox if one agent listens to the message left by a client, the mailbox is updated for all agents, to say that the message was “read”, which prevents multiple agents from calling the same client.
To get to your mailbox simply click on the mailbox icon on the top toolbar.
An agent can be assigned to multiple mailboxes and you can tell via which mailbox a message was left by checking the name on top of the message.
In the below example you can see messages left in two separate mailboxes.
The mailbox message tile gives you plenty of information, such as:
- The name of the mailbox
- Whether the message has been attended to or not
- The date and time that the message was left
- The phone number of the client
- The duration of the message
By clicking on the message tile a pop up takes over your dashboard, it gives you the same information as the tile view, however, it allows you to retrieve and listen to the message left by the client by clicking “retrieve recording”
Once the recording has been retrieved and starts playing the message automatically gets marked as “read”, this does not mean the client was contacted this is simply to show that the message has been listened to.
Once your done listening to the message you can call the client, by clicking on the green call icon, this is click-to-dial.
Using this function causes the mailbox message tile to close and your contact card to open.
By clicking on the toggle bar “Unread” you can mark a message as “read” without retrieving the recording.