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Inbox: Smart folders in CX Social

Last Updated: May 18, 2017 07:57AM EDT
If our default folders don't exactly fit your need, a smart folder will give you exactly what you want to further structure your mailbox. A smart folder allows you to define exactly which mentions you wish to see by choosing the appropriate topic(s) and/or adapting the desired filter. You can use smart folders to divide work among your employees or sort mentions by language, country, … .A smart folder is visible for all users who also have access to the parent mailbox.
To create a smart folder you need to open the dropdown menu next to your Mailbox name. Here you click on the cog wheel next to the mailbox name. This will take you to a screen where you can edit the default folders or create/edit the smart folder(s). Just click on "Create folder" to start tweaking.


The smart folder settings screen will give you the option to name your folder, select which mentions you want to include and let you filter on different parameters (in the example below we want the mentions coming from the CX Social topic that are written in Dutch).

In your smart folder you can add topics that don’t necessarily have to be linked to your mailbox. However, bear in mind that when a topic is added on which a user doesn’t have access, that user will be able to see the smart folder but not the mentions in it coming from that particular topic. 
Adding a watchdog to your smart folder will enable you to fulfill the SLA set by your brand.


After adding smart folders, your mailbox will look like this:

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