Team Inbox

The Team Inbox features let several teammates share the Conversations page without stepping on each other: assign each conversation to someone, leave private notes, reply faster with saved replies, tag conversations, and tell visitors when your team is away.

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Assign conversations

Every conversation has one assignee, or none. Assign a conversation to yourself or a teammate so the team knows who owns it. The assignee is notified (see Notifications). The owner and every accepted team member can be assigned. When you assign a conversation to yourself, you are not notified. A conversation is also assigned to you automatically when you join it, or when you send the first reply on an unassigned support ticket.

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All, Mine, and Unassigned

Above the conversation list, next to the Open / Waiting / Archived tabs, a second tab row filters by assignee: Each conversation in the list shows the assignee’s photo, or their initial if they have no photo. A conversation assigned to someone who has since left the team shows ? with the hint Former teammate.

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Online and Away status

Round-robin assignment needs to know who is available. You count as online while BubblaV is open in your dashboard or in the mobile app. To stop receiving new chats without closing BubblaV, click your avatar in the top-right corner of the dashboard and choose Away under Live chat status. The small dot on your avatar shows your status (green for Online, grey for Away). Teammates who are Away don’t get new chats until they switch back to Online. In the mobile app, use the Away switch in Settings.

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Round-robin auto-assignment

Round-robin hands each new handoff to the next online teammate, one after another.

1. Go to Dashboard → your website → Settings → Inbox.
2. In the Auto-assignment card, turn on Round-robin new handoffs.
3. Click Save.

New handoffs (a visitor asks for a human and a support ticket is created) go to the next online teammate, owner included. Teammates who are Away or not online don’t get new chats. If nobody is available, the conversation stays unassigned. The assignee gets the same notification as for a manual assignment. Round-robin only covers handoffs from the chatbot; tickets that arrive from connected channels such as email are not auto-assigned.

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Internal notes

Internal notes are private messages for your team inside a conversation. Visitors and customers never see them, and they are never sent to the customer’s platform or email. Mentioned teammates are notified (see Notifications). Notes are removed with the conversation.

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Saved replies

Saved replies are reusable answers you insert from the composer.

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Create saved replies

The website owner and editors manage saved replies. Every member can use them.

1. Go to Settings → Inbox and open the Saved replies card.
2. Click to add one and fill in:
   • Shortcut: lowercase letters, numbers, - and _, up to 32 characters, starting with a letter or number. Each shortcut is unique per website.
   • Title: up to 80 characters.
   • Body: up to 5,000 characters. Variables are replaced when you insert the reply.
3. Save. Use the table’s actions to edit or delete a reply.

Members who are not editors see the list read-only. A website can have up to 500 saved replies.

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Insert a saved reply

In the Reply tab, type / at the start of the message box, followed by part of a shortcut or title (for example /thanks). A list of matching replies opens above the box. Use the arrow keys and Enter or Tab to insert one, or Esc to close it. You can also click the Saved replies button in the composer toolbar to browse all of them. The reply is inserted into the box so you can edit it before you send. With no saved replies yet, the list links to Settings → Inbox.

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Variables

If a value is unknown (for example, an anonymous visitor with no name or email), the variable is replaced with nothing. Text in double braces that is not one of these variables stays as you wrote it.

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Tags

Tags label conversations, for example refund or vip.

• In the conversation header, add tags with + Tag and remove them with the x on a chip. Suggestions come from tags already used on your website. A conversation can have up to 20 tags. Tags are lowercase, up to 50 characters.
• The conversation list shows up to 2 tags per row, plus a count for the rest.
• To filter, click Filters above the list and choose one or more under Tags. The section appears once at least one tag exists.
• Tags added by the Zapier or n8n Tag Conversation action show up here too.

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Office hours and the away state

Office hours tell visitors when your team is away, and change what happens when someone asks for a human outside those hours.

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Set up office hours

1. Go to Dashboard → your website → Settings → Inbox.
2. In the Office hours card, turn on office hours.
3. Choose your timezone.
4. For each day, switch it open or closed and set the start and end time. New schedules default to Monday to Friday, 09:00 to 17:00.
5. Optionally write an away message (up to 500 characters). Leave it empty to use the default: “Thanks! Our team is offline right now. We’ve saved your request and will get back to you by email as soon as we’re back.”
6. Click Save.

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What visitors see

• Widget header: while your team is outside office hours, the chat widget header shows We’re away · we’ll reply by email (translated into the widget’s language).
• After-hours handoff: if a visitor asks for a human outside office hours, BubblaV still creates the support ticket as usual. The chatbot replies with your away message followed by “We’ll reply to” the visitor’s email address. When you reply to the ticket, the visitor gets your answer by email.

If the timezone cannot be read, or office hours are off, the widget and handoffs behave as if your team is always open.

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Notifications

Assignment and mentions notify the teammate through the bell inbox, browser push, the mobile app, and email. Each person controls these in Account Settings → Notifications: Both are on by default, for each channel. See Push & Message Notifications.

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On mobile

The BubblaV mobile app supports assignment, notes, tags, and saved replies too.

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