Inbox Management — Video Tutorial Script

Video Info

• Duration: ~7 minutes
• Target Audience: Users who need to manage customer conversations across multiple channels
• Prerequisites: Logged into DOLU.ai, at least one channel connected (WhatsApp, Instagram, Telegram, Email, or Web Widget)

Script

Scene 1: Introduction (0:00-0:20)

Narrator: "Welcome back to DOLU.ai. In this video, you will learn how to use the unified inbox to manage conversations from every connected channel — WhatsApp, Instagram, Telegram, email, and your web widget — all in one place. Let's get started." Screen: DOLU.ai logo and intro animation displayed

Scene 2: Opening the Inbox (0:20-0:50)

Narrator: "Click 'Inbox' in the left sidebar. The inbox loads with three panels: the conversation list on the left, the active conversation in the center, and the contact detail panel on the right." Screen: Inbox page displayed with three-panel layout visible Action: Click "Inbox" in the left sidebar — page loads and three panels are highlighted one by one

Narrator: "Notice the channel icons next to each conversation. A green phone icon means WhatsApp, a camera icon means Instagram, a paper plane means Telegram, and an envelope means email." Screen: Conversation list zoomed in — channel icons highlighted beside each conversation

Scene 3: Conversation Filters (0:50-1:50)

Narrator: "At the top of the conversation list, you will find filter options. Use them to narrow down what you see." Screen: Filter bar at the top of the conversation list Action: Click the filter dropdown

Narrator: "You can filter by channel — for example, show only WhatsApp conversations. You can also filter by status: open, pending, or resolved." Screen: Channel filter selected — "WhatsApp" chosen — list updates to show only WhatsApp conversations Action: Select "WhatsApp" from channel filter, observe the list update

Narrator: "The 'Assigned to me' filter shows only conversations assigned to you, which is especially useful in teams with multiple agents." Screen: Click "Assigned to me" toggle — list filters to show only your assigned conversations Action: Toggle the assignment filter on and off

Narrator: "You can also use the search bar to find conversations by contact name, phone number, or message content." Screen: Search bar at the top — type a contact name Action: Type "John" into the search field — results filter in real time

Scene 4: Reading and Replying to Conversations (1:50-3:00)

Narrator: "Click on any conversation to open it in the center panel. You will see the full message history between your team and the customer." Screen: A conversation opened in the center panel — message bubbles displayed Action: Click a conversation from the list — message history loads

Narrator: "To reply, type your message in the text field at the bottom and press Enter or click the send button. Your message is delivered through the same channel the customer used." Screen: Text input field at the bottom of the center panel Action: Type "Thank you for reaching out! Let me check on that for you." — click Send — message appears in the conversation

Narrator: "You can also send attachments. Click the paperclip icon to upload images, documents, or files." Screen: Paperclip icon highlighted — file picker opens Action: Click paperclip — select a sample image — file uploads and sends

Narrator: "For frequently used responses, click the lightning bolt icon to access quick responses. These are pre-written templates your team can use to reply consistently and quickly." Screen: Lightning bolt icon highlighted — quick response menu opens with template list Action: Click lightning bolt — select a quick response template — text populates in the reply field

Scene 5: AI Auto-Reply (3:00-4:00)

Narrator: "One of the most powerful features of DOLU.ai is AI auto-reply. When enabled, your AI agent automatically responds to incoming messages based on its knowledge base. You can see AI-generated replies marked with an AI badge." Screen: Conversation with AI-generated messages visible — AI badge icon next to automated responses Action: Scroll through conversation to show AI-generated and human-generated messages side by side

Narrator: "If the AI is not sure about an answer, it will escalate the conversation to a human agent. You will see a notification saying 'AI escalated this conversation' with the reason." Screen: Escalation notice displayed within the conversation thread Action: Highlight the escalation notice

Narrator: "To toggle AI auto-reply on or off for a specific conversation, click the AI toggle button in the conversation header." Screen: AI toggle switch in conversation header — currently set to "On" Action: Click the toggle to switch it off — toggle changes to "Off" — click again to re-enable

Scene 6: Assigning Conversations (4:00-4:50)

Narrator: "In a team environment, you can assign conversations to specific team members. Click the 'Assign' button at the top of the conversation." Screen: Assign button highlighted in the conversation header Action: Click "Assign" — team member dropdown appears

Narrator: "Select a team member from the list. They will receive a notification and the conversation will appear in their 'Assigned to me' view." Screen: Team member list displayed — select a member Action: Click on a team member name — assignment confirmed with a checkmark

Narrator: "You can also reassign conversations at any time. This is useful when a conversation requires expertise from a different department — for example, transferring a billing question from sales to finance." Screen: Click "Assign" again — select a different team member Action: Reassign the conversation — new assignment confirmation displayed

Scene 7: Conversation Detail Panel (4:50-5:50)

Narrator: "The right panel shows the contact's details for the active conversation. You can see their name, email, phone number, tags, and the channel they are writing from." Screen: Right detail panel with contact information displayed Action: Scroll through the contact detail panel

Narrator: "Below the contact info, you will find the activity timeline. This shows every interaction with this contact — past conversations, deals, tasks, and notes." Screen: Activity timeline section in the right panel Action: Scroll through timeline entries showing past events

Narrator: "You can add a note directly from here. Click 'Add Note', type your internal note, and save. Notes are visible only to your team, never to the customer." Screen: "Add Note" button clicked — note input field opens Action: Type "Customer interested in premium plan, follow up Friday" — click Save

Narrator: "You can also create a deal or task linked to this conversation by clicking the respective buttons." Screen: "Create Deal" and "Create Task" buttons highlighted in the detail panel Action: Hover over each button to show tooltips

Scene 8: Conversation Status Management (5:50-6:30)

Narrator: "Every conversation has a status: Open, Pending, or Resolved. Use the status dropdown at the top to change it." Screen: Status dropdown in conversation header showing current status as "Open" Action: Click dropdown — options appear: Open, Pending, Resolved

Narrator: "Mark a conversation as 'Resolved' once the customer's issue is handled. This keeps your inbox clean and helps your team focus on active conversations." Screen: Select "Resolved" — conversation moves out of the open list Action: Change status to "Resolved" — conversation disappears from the active list with a smooth animation

Narrator: "If the customer writes again after resolution, the conversation automatically reopens, so you never miss a follow-up." Screen: Brief note displayed on screen: "Conversations auto-reopen on new customer messages"

Scene 9: Bulk Actions (6:30-6:50)

Narrator: "Need to manage multiple conversations at once? Hold Ctrl and click to select several conversations, then use the bulk action bar that appears at the top." Screen: Multiple conversations selected with checkmarks — bulk action bar visible Action: Select three conversations — bulk action bar appears with options: Assign, Resolve, Mark as Pending

Narrator: "You can assign, resolve, or change the status of multiple conversations in a single action." Screen: Click "Resolve All" — all selected conversations change status Action: Click bulk resolve — conversations animate out of the list

Scene 10: Closing (6:50-7:00)

Narrator: "That covers everything you need to know about the DOLU.ai inbox. You can now manage conversations from any channel, use AI auto-reply, assign work to your team, and keep your inbox organized. In the next video, we will explore contact management. See you there!" Screen: DOLU.ai logo with text overlay: "Next Video: Contacts"

Summary

What you learned in this video:

• How to navigate the three-panel inbox layout
• How to filter conversations by channel, status, and assignment
• How to read, reply, and send attachments in conversations
• How to use quick responses for consistent team communication
• How AI auto-reply works and how to toggle it
• How to assign and reassign conversations to team members
• How to use the contact detail panel, activity timeline, and notes
• How to manage conversation status (Open, Pending, Resolved)
• How to perform bulk actions on multiple conversations

Next Video

Contacts — Build and manage your customer database with tags, segments, and imports.