The central part of the Inbox is also its most important one: It is where all customer messages appear. It is designed to provide maximum immediate context, helping you quickly understand each message and decide the best way to respond.

💡 Messages listed here must be routed to a team you are a member of, and received on a channel where you have “Reply” permission. An administrator in your Alcmeon environment can adjust both of these conditions in Settings > Users.

The message list displays, or may display, several key elements:

• Displaying a message in the list
• Notification of a new message
• Reminder of your messages being processed
• Multiple selection and mass actions

Displaying a message in the list

Customer identification

• Customer's photo: If available on the channel they used
• Customer's name or pseudonym: As it appears on the channel
• Number of messages: The total messages exchanged in the current conversation
• The customer's VIP status
• Custom Fields: Any specific custom fields configured to display here

Message content

• Full message text: Including all links, emojis, etc.
• Attachments: Images, videos, or files can be clicked directly within Alcmeon for quick viewing. For more details refer to: Allowed attachments and media, by channel.

Qualification Tags

• Message language: Automatically detected by Alcmeon, with an option to manually adjust it via a drop-down menu if needed.
• Defined tags: A dedicated drop-down menu for each tag that you have set up in your Alcmeon environment under Settings > Tags.

Each tag is a list from which the advisor can select a value. These tags are primarily used to identify contact reasons, qualify messages and generate statistics.

Tags from previous message are automatically carried over to the next message in the conversation. This means you typically only need to tag a conversation once. However, you can modify specific tags mid-conversation if necessary; changes will not erase original tags, ensuring a complete history remains visible.

Actions on the message

A - Process the Message

This option allows you to access the Conversation Page to view all exchanges with this customer on this channel. From here, you can compose and send your response directly.

B - Archive the Message

This option allows you to finalize message processing without sending a response. This action is equivalent to choosing not to reply to the customer.

C - Route to the Team…

This option allows you to forward the message to another team within Alcmeon without leaving the platform. A drop-down menu will display available teams for routing.

D - Assign this Message to…

This option allows you to assign the message to another advisor. It requires specific permissions and is only visible to authorized advisors. We generally recommend using the team routing feature instead, as it avoids reliance on a single advisor's availability or workload.

E - Moderate

This option allows you to perform channel-specific moderation actions on that message or customer (e.g., delete a Facebook comment, hide an Instagram post). Actions are unique to each channel, and changes are immediately visible to customers on that channel.

The button (which is the channel symbol) is grayed out if no moderation actions are available for that channel. This action also requires specific permissions and is only visible to advisors with appropriate access.

For more details, see: moderation actions, by channel

F- CRM Synchronization

Depending on your CRM integration settings (e.g. Salesforce or Zendesk), this button provides access to CRM-specific actions. You can typically link the Alcmeon customer record to a contact or customer profile within your CRM.

For more information, see our technical documentation for Salesforce Service Cloud .

Message status

Received

When a client sends a message and it appears in Alcmeon, it initially has a "Received" status. This means it's awaiting processing and is the default status (it doesn't explicitly appear in the list).

Once someone begins processing the message, it moves out of "Received" into one of the following statuses:

Assigned to me

This message is exclusively assigned to you, meaning you are the only person who can respond to or archive it.

To assign a message to yourself, click the blue arrow icon, which will take you to the Conversation Page.

If you log out of Alcmeon (either actively or automatically), the message will be unassigned from you and return to the “Received” status, making it available for another advisor.

Assigned to [name]

This message is assigned to another advisor.

This message is assigned to another advisor. Alcmeon prevents two users from replying to the same customer in the same conversation to avoid duplicate responses. Therefore, you cannot assign it to yourself. All action buttons will be disabled, and the "arrow" icon will be replaced by an "eye" icon, allowing you to open the Conversation Page in view-only mode.

Message routed to another team

The message has been transferred to a team you are not a member of. While it might temporarily appear in your inbox, it will disappear upon refreshing the page.

Similar to messages assigned to another advisor, you cannot assign it to yourself.

Put on hold by me

You have intentionally snoozed this message, postponing its handling so you can return to it later.

Placed on hold by [name]

This message has been snoozed by another advisor.

Just like messages assigned to someone else, you cannot assign it to yourself.

Help request made by me / by [name]

A help request has been submitted for this message.

Similar to messages “Assigned to [name]”, you cannot assign this message to yourself. It is awaiting action from a supervisor with "respond to help requests" permission.

Supervisors with this permission receive an alert, and are the only ones who can take action on the message by assigning it to themselves and responding to the help request.

Answered by me / by [name]

This message has been replied to and is considered processed. You can now move on to your next customer interaction!

Archived by me / by [name]

This message has been archived (meaning a decision was made not to respond). It is now considered processed, freeing you to handle another customer message!

Deleted message: you can archive it

This message was deleted by the customer and can no longer receive a reply. Its content will appear as crossed out.

Learn more about statuses and the Lifecycle of a customer message

Message information

To the right of each message in the inbox, you will find the following details:

• The channel icon and photo of the account where the message was received.
• The name of the account the message was sent to.
• The channel name, clearly labeled as “Public” or “Private” based on the channel's nature.
• The team currently responsible for handling the message.
• The message age.

🦊 Tip: Hover over the timestamp to see the exact date and time a message was received. For public messages like comments, you can also click the timestamp to open the customer's original post in a new browser tab (on Facebook, Instagram, etc.).

New message notification

When new customer messages arrive, a yellow “N new messages” button will appear at the top of the page to alert you.

Clicking this button will refresh the message list and display the newly received messages.

Additionally, if your inbox is empty when a new client message comes in, the Alcmeon browser tab will flash a red icon. This ensures you are notified even if you are working in different browser tab.

Reminder: Your messages in progress

This section may appear above your message list, serving as a helpful reminder of your most urgent tasks - messages you are currently working on.

Three types of reminders can be displayed:

• Messages assigned to you,
• Messages you have placed on hold,
• Messages for which you've received a response to your help request.

Clicking on any of these reminders will take you directly to the “In progress” / “by me” tab, allowing you to quickly review and decide how to proceed with each message.

Multiple selection and bulk actions

You can select multiple messages in your inbox at once to apply the same action to all of them simultaneously.

💡Bulk actions require specific permissions. If you don't see these options, it's likely because your account doesn’t have the necessary rights. An administrator can update your permissions in the Settings / Users section.

💡 Bulk actions are only available in the “Received” and “In Progress” tabs of the inbox.

To use this feature, you can manually select individual messages, or select all visible messages on the page by clicking the checkbox in the top-right corner.

When you select several messages, a bulk actions menu bar will appear. From this bar you can cancel your selection, expand the selection to include all messages currently displayed in your inbox view - even those not visible yet on the page, and choose one of the following bulk actions below.

Mass Reply

This action allows you to send the same reply to all selected messages.

This action is only available if all messages in the list you are viewing were sent to the same channel. For example, if the list includes Messenger messages as well as Facebook comments, the mass reply action will not appear.

Bulk Archive

This action allows you to change the status of all selected messages to “Archived” .

This action appears for any message type, for all channels.

Export

This action will generate an Excel export of all selected messages, which you can download.
This action appears for any message type, for all channels.

You will have the choice between 2 export options:

Export these messages : The Excel file will contain the selected messages as well as additional data about these messages such as their author, date, etc. As soon as the Excel file has been generated, a download will begin in your browser.

Export these messages + their conversations : The Excel file will contain not only the selected messages but also all other messages that are part of the same conversations as the selected messages. As above, all these messages are accompanied by additional data. Because the generation time for this file is longer than the previous option, you will receive an email at the address provided in your Alcmeon Account containing the Excel file as an attachment.