📥 The Siena Inbox

Say hello to your Siena Inbox, the ultimate hub for managing customer interactions across various platforms like Email, Facebook, Instagram DMs, Chat, Whatsapp, and more. This is your central repository for all customer inquiries, also known as tickets.

After integrating your helpdesk platform, all tickets will be shown in the Siena Inbox, where you can monitor all ongoing convos between your customers and Siena. Simply click on any conversation to view the customer's questions and Siena's replies.

How does the Inbox work?

Let's start with the filters. You can sift through conversations based on whether they were automated or not, by channel, and even by feedback submitted for Siena's responses. Moving on to the main thread, you'll notice event logs beneath the messages and the identified intents for each message. If a customer's message doesn't have an intent yet, it will show the Create Automation. Here, you can easily set up automations using our Intent Genius feature.

Hovering over Siena's response reveals the AI assistant icon, a thumbs up, a thumbs down, and a heart. These icons are for rating the response.

Now, let's explore the right panel. At the top, you'll find the Exclude button for content moderation. Clicking this button automatically adds the email to the content moderation exclusion list, ensuring Siena ignores future messages from that email. Below this button, you'll find the CXP Score and a sentiment analysis indicating whether the interaction was positive or negative.

Further down, you'll find the customer's email and, if available, the AI context from the order info from platforms like Shopify or Recharge. The AI context displays what Siena knows about a specific customer, which can be useful when adding instructions to your automations. For instance, if you want Siena to check the items in an order, you can include this instruction in the automation: "Instructions: If the order contains coffee, inform the customer about a recent delay with our coffee supplier causing delivery delays."

If you have any further questions, don't hesitate to reach out to our Customer Support team. We're always here to help!