Overview

Heroic Inbox integrates with popular WordPress plugins to display customer data directly in the ticket sidebar. This gives your support team instant access to order history, purchase information, and knowledge base articles right where they need it.

Requirements:

• Integration plugin must be installed and active on your site
• WooCommerce or EDD customers must use the same email address
• Integrations work automatically once enabled

Available Integrations

WooCommerce

• View customer lifetime value
• See recent order history
• Display order status and details
• Show purchased products

Easy Digital Downloads (EDD)

• Show customer purchase history
• Display license keys
• View subscription status
• See download history
• Track lifetime value

Enabling Integrations

How to Enable an Integration

1. Go to Mailbox Settings → Integrations tab
2. You’ll see cards for each available integration
3. Toggle the integration ON (switch turns green/blue)
4. Configure any additional settings if needed
5. Click “Save Changes”

The post Heroic Inbox Integrations first appeared on HeroThemes.

What are Workflows?

• Automated rules that run when conditions are met
• “If This, Then That” logic
• Save time on repetitive actions
• Ensure consistency in ticket handling
• Route tickets automatically

Two Types:

• Automatic: Runs automatically when conditions match
• Manual: Runs only when you click to execute

Creating a Workflow

To create a new workflow:

1. Go to Mailbox Settings → Workflows tab
2. Click “Create Workflow” button
3. Fill in the workflow form:

Workflow Name (Required)

• Give it a descriptive name
• Example: “Auto-assign refund requests”

Description (Optional)

• Add notes about what this workflow does

Trigger Type

• Automatic: Runs automatically on new/updated tickets
• Manual: Runs only when manually executed

Status

• Toggle Enabled/Disabled
• Disabled workflows don’t run

1. Set up Conditions (When to run)
2. Set up Actions (What to do)
3. Click “Save Workflow”

Setting Up Conditions

Conditions define when the workflow should run.

Available Condition Fields:

• Subject – Email subject line
• Message Content – Body text
• Customer – Specific customer email
• Status – Ticket status (Open, Pending, etc.)
• Assigned User – Who it’s assigned to
• To – Recipient email
• CC – CC’d emails
• Tags – Applied tags
• Has Attachments – Yes/No
• Date Created – When ticket was created

Operators:

• Contains
• Does not contain
• Is equal to
• Is not equal to
• Starts with
• Ends with

Condition Logic:

• ALL – All conditions must match (AND logic)
• ANY – At least one condition matches (OR logic)

Example Workflow Conditions

Auto-assign refund requests:

• Condition: Subject contains “refund”
• OR: Message Content contains “refund”

VIP customer priority:

• Condition: Customer is equal to “vip@customer.com“
• OR: Tags contains “VIP”

Billing team routing:

• Condition: Subject contains “invoice”
• OR: Subject contains “payment”
• OR: Subject contains “billing”

Setting Up Actions

Actions define what to do when conditions are met.

Available Actions:

• Send an Email – Send automated email reply
• Create a draft – Create draft reply for review
• Forward – Forward to another email address
• Add Internal Note – Add private team note
• Change Status – Set ticket status
• Assign to User – Assign to specific agent
• Add Tag – Add a tag
• Remove Tag – Remove a tag
• Delete – Delete the ticket (use carefully!)

Multiple Actions:

• Add as many actions as needed
• They execute in order
• All actions run when workflow triggers

Example Workflows

Example 1: Auto-Assign Refund Requests

Conditions (ANY):

• Subject contains “refund”
• Subject contains “return”
• Message Content contains “refund”

Actions:

• Assign to User: Billing Specialist
• Add Tag: “Refund Request”
• Change Status: Pending

Example 2: VIP Customer Protocol

Conditions (ALL):

• Tags contains “VIP”

Actions:

• Assign to User: Senior Agent Sarah
• Add Tag: “Priority”
• Add Internal Note: “VIP customer – prioritize response”

Example 3: Shipping Inquiry Router

Conditions (ANY):

• Subject contains “shipping”
• Subject contains “tracking”
• Subject contains “delivery”
• Message Content contains “where is my order”

Actions:

• Assign to User: Operations Manager
• Add Tag: “Shipping Question”
• Send an Email: [Auto-reply with tracking link instructions]

Example 4: Urgent Keyword Detection

Conditions (ANY):

• Subject contains “urgent”
• Subject contains “emergency”
• Subject contains “ASAP”

Actions:

• Add Tag: “Urgent”
• Assign to User: Manager
• Add Internal Note: “Customer marked as urgent – respond ASAP”

Managing Workflows

To edit a workflow:

1. Go to Settings → Workflows tab
2. Find the workflow in the list
3. Click the “Edit” button
4. Update conditions or actions
5. Click “Save”

To enable/disable a workflow:

1. Find the workflow in the list
2. Toggle the Enable/Disable switch
3. Disabled workflows don’t run but are preserved

To delete a workflow:

1. Find the workflow in the list
2. Click the “Delete” button
3. Confirm deletion

Running Manual Workflows

For manual workflows:

1. Open a ticket
2. Click the Workflow button in toolbar (lightning bolt icon)
3. Dropdown shows available manual workflows
4. Select a workflow
5. Workflow executes immediately
6. Success notification appears

Use cases for manual workflows:

• Execute complex multi-step actions with one click
• Apply templates to tickets
• Escalation procedures
• Custom ticket processing

The post Workflows & Automations first appeared on HeroThemes.

The Dashboard is your home base in Heroic Inbox. It shows all your connected mailboxes and their current status.

Understanding the Dashboard

When you open Heroic Inbox, you’ll see cards for each connected mailbox.

Heading:

• “Heroic Inbox / Dashboard”
• Subtitle: “Manage your email accounts and conversations”

Each Mailbox Card Shows:

• Mailbox name (e.g., “Sunshine Apparel Support”)
• Email address
• Folder counts with badges
• ⋮ (three dots) menu for settings

Folder Structure

Each mailbox has organized folders to help you manage tickets:

Inbox

• New tickets that haven’t been assigned
• All team members with access can see these
• Badge shows count (e.g., 24)

Mine

• Tickets assigned specifically to you
• Your personal queue
• Only you can see these (plus Admins/Managers)
• Badge shows count (e.g., 8)

Assigned

• Tickets assigned to other team members
• Managers can see all assigned tickets
• Helps track team workload
• Badge shows count (e.g., 12)

Closed

• Resolved tickets
• Archived but can be reopened

Spam

• Junk or irrelevant emails
• Hidden from main view

Draft (shows only if you have draft replies)

• Unsent replies saved as drafts
• Badge shows count

Accessing Tickets:

• Click any folder name to view tickets in that category
• Click on a ticket to open the full conversation

Ticket Lifecycle & Statuses

Understanding ticket statuses helps you manage your support workflow effectively.

Available Statuses

Open

• Default status for new tickets
• Customer is waiting for a response
• Your primary action queue
• Color: Green dot

Pending

• Waiting on the customer to respond
• Or waiting on another department
• Not urgent, but not resolved
• Color: Yellow/Amber dot

Closed

• Issue is resolved
• Customer has been helped
• Ticket is archived
• Color: Gray dot

Spam

• Junk or irrelevant emails
• Automatically hidden from main view
• Color: Red dot

Composing & Replying

To send a reply:

1. Scroll to bottom of ticket or click “Reply” button in toolbar
2. The reply editor appears with rich text formatting
3. Toggle between “Reply to [Customer Name]” and “Internal Note”

Reply Type Toggle:

• Mail icon = Reply to Customer (sends email)
• Tag icon = Internal Note (team only, customer never sees)

1. Type your response in the editor
2. Use the formatting toolbar:
   • Bold, Italic, Underline
   • Bullet lists
   • Numbered lists
   • Insert links
   • Blockquotes
3. Click “Send Reply” button

Collaboration Tools

See when other team members are viewing or working on the same ticket in real-time.

How Collision Detection Works

When someone is viewing:

• Blue banner appears at top of ticket
• Shows: “User is viewing this ticket”
• Eye icon
• Helps you know someone else is aware of this ticket

When someone is typing:

• Orange/amber animated banner appears (pulsing/animated)
• Shows: “User is writing a reply…”
• Pencil icon with animated typing dots
• Three bouncing dots animation
• Warns you someone is actively composing

Multiple users:

• Shows all active users
• Example: “3 users are viewing: User 1, User 2, User 3″
• Both viewing and typing users listed

Reply Protection

Collision detection prevents duplicate responses to customers.

You cannot send a reply if:

• Another agent is actively typing
• Red warning banner appears
• Message: “Cannot send reply – User is currently writing a response”
• “Send Reply” button is disabled

Why this helps:

• Prevents sending duplicate replies to customers
• Avoids confusion and contradictory answers
• Saves time by not repeating work
• Ensures coordinated team responses

What to do:

• Wait for the other agent to finish and send
• Send an internal note asking if they’re handling it
• Or coordinate via internal notes: “I’ll handle this one”
• Reach out directly to the team member

Productivity Features

Saved Replies

Create reusable message templates to respond instantly to common questions.

What are Saved Replies?

• Pre-written message templates for frequently asked questions
• Insert with one click into your replies
• Save hours of typing repetitive responses
• Maintain consistency across your team’s responses
• Can include formatting, links, and placeholders

Benefits:

• Answer common questions in seconds
• Ensure accurate information every time
• Train new agents faster
• Maintain brand voice consistency

Creating Saved Replies

To create a new saved reply:

1. Go to Mailbox Settings → Saved Replies tab
2. Click “Add New Saved Reply” button
3. Fill in the form:

Title (Required)

• Give it a descriptive name
• Examples: “Shipping Info”, “Return Policy”, “Size Guide”
• This is what you’ll search for when inserting

Content (Required)

• Write your template message
• Use the rich text editor for formatting
• Add links, lists, and styling
• Include placeholders if needed

1. Click “Save” button

Using Saved Replies

To insert a saved reply into your message:

1. Open a ticket and start composing a reply
2. Click the “Saved Replies” button in the reply editor toolbar
3. Saved Replies picker modal opens
4. Search or browse your saved replies:
   • Type in search box to filter by title/content
   • Browse the list of templates
5. Click on a saved reply to select it
6. The content is inserted into your reply editor
7. Customize the response if needed
8. Click “Send Reply”

Tags

Organize and categorize tickets with custom tags for easy filtering and reporting.

What are Tags?

• Custom labels you create to categorize tickets
• Multiple tags per ticket
• Filter tickets by tag
• Report on ticket categories
• Workflow automation based on tags

Common Use Cases:

• Categorize by topic (Shipping, Refunds, Product Quality)
• Mark priority (Urgent, VIP, Follow-up)
• Track issues (Bug Report, Feature Request)
• Department routing (Billing, Technical, Sales)

Adding Tags to Tickets

To add a tag:

1. Open a ticket
2. Click the Tag button in the toolbar (tag icon)
3. Popup opens with input field
4. Type your tag name (e.g., “Refund Request”)
5. Press Enter or click “Add”
6. Tag appears as a colored badge on the ticket

Existing tags display:

• Shown as colored pill badges
• X button to remove each tag
• Tags persist across ticket view and list

Removing Tags

To remove a tag:

1. Click the Tag button on the ticket
2. In the popup, click the X on the tag you want to remove
3. Tag is removed immediately

The post Managing Mailboxes first appeared on HeroThemes.

Once your mailbox is connected, you can customize its settings to match your workflow. This guide covers all configuration options available for your inbox.

Accessing Mailbox Settings

To configure a mailbox:

1. Go to Heroic Inbox in your WordPress dashboard
2. From the dashboard, click the ⋮ (three dots) menu on any mailbox card

General Mailbox Settings

The General tab contains basic mailbox information and mail fetching options.

Mailbox Name and Description

Mailbox Name

• Display name for your mailbox
• Visible to all team members
• Example: “Sunshine Apparel Support” or “Sales Inquiries”

Description (Optional)

• Add internal notes about this mailbox
• Example: “Primary customer support for online t-shirt orders”

Check Interval & Get Mail Now

Controls how often Heroic Inbox checks for new emails automatically.

• Default: Every 12 minutes (720 seconds)
• Recommended: 5-15 minutes for active support teams
• Lower values = More frequent checks, more server resources
• Higher values = Less frequent checks, lower server load

To change:

1. Locate the Check Interval field
2. Enter the number of seconds between checks
3. Click Save Changes

Manually fetch new emails from your mailbox immediately.

How it works:

• Click “Get Mail Now” button
• Heroic Inbox fetches recent emails based on check interval
• Shows notification: “Mail fetched: X new, Y skipped, Z errors”
• Last checked timestamp updates

Email Signature

Add a professional signature that appears at the bottom of every outgoing email from this mailbox.

To set up your signature:

1. Scroll to the Email Signature section
2. Type or paste your signature in the rich text editor
3. Use the formatting toolbar to style your signature:
   • Bold, italic, underline
   • Add links
   • Insert images (like your logo)
   • Create lists
4. Click Save Changes

Delete Mailbox

Permanently remove the mailbox and all its tickets.

Warning: This action cannot be undone!

To delete:

1. Scroll to bottom of General tab
2. Click “Delete Mailbox” button
3. Confirm deletion in the dialog

What gets deleted:

• The mailbox configuration
• All tickets associated with this mailbox
• All ticket replies and notes
• Cannot be recovered

Important: Only Mailbox Admins can delete mailboxes.

Email Connection Settings

Manage your mailbox connection details and authentication.

For OAuth Mailboxes (Gmail/Outlook)

Connection Status

• Shows whether your mailbox is connected
• Displays authentication status (green = healthy)
• Shows last sync time: “Last synced: 2 minutes ago”

Reconnect Mailbox

• If your OAuth connection expires or has authentication issues
• Click “Reconnect” button
• You’ll be redirected to re-authorize with Google or Microsoft
• Your emails and tickets remain intact

When to reconnect:

• You see authentication expired errors
• Emails stop syncing
• You changed your Google/Microsoft password
• OAuth token expired (typically after 6-12 months)

For IMAP/SMTP Mailboxes

View and update your IMAP/SMTP connection settings.

IMAP Settings (Incoming Mail)

• Server address (e.g., mail.sunshineapparel.com)
• Port number (993 for SSL, 143 for TLS)
• Encryption type (SSL/TLS)
• Username
• Password

SMTP Settings (Outgoing Mail)

• Server address
• Port number (465 for SSL, 587 for TLS)
• Encryption type (SSL/TLS)
• Username
• Password

To update settings:

1. Modify any field as needed
2. Click “Test Connection” to verify
3. If successful, click “Save Changes”

Auto Responders

Automatically send a reply when customers email your support address.

Setting Up an Auto-Responder

1. Go to Settings → Auto Responder tab
2. Toggle “Enable Auto Responder” to ON
3. Configure your auto-responder:

Subject Line

• Customize the subject (e.g., “We received your message!”)
• Leave blank to use “Re: [Original Subject]”

Message Body

• Write a friendly acknowledgment message
• Let customers know when to expect a response
• Use the formatting toolbar to style your message

User Permissions & Roles

Control who can access this mailbox and what they can do.

Available Roles

Mailbox Admin (Full Control)

• Configure mailbox settings
• Add/remove users
• Delete mailbox
• Manage all tickets
• View all folders

Mailbox Manager

• View and manage all tickets
• Assign tickets to agents
• Access all folders
• Cannot modify mailbox settings

Mailbox Agent

• View tickets in Inbox and assigned tickets
• Reply to customers
• Add internal notes
• Cannot access mailbox settings
• Cannot delete tickets

Adding Users to a Mailbox

1. Go to Settings → Users tab
2. Click “Add User” button
3. Search for the WordPress user by name or email
4. Select their role from dropdown:
   • Admin
   • Manager
   • Agent
5. Click “Add User”

Changing User Roles

1. Go to Settings → Users tab
2. Find the user in the list
3. Click the Role dropdown next to their name
4. Select the new role
5. Changes save automatically

Saved Replies (Canned Responses)

Create reusable message templates to respond faster to common questions.

To access:

1. Go to Settings → Saved Replies tab
2. Click “Add New Saved Reply”
3. Create your templates

Fields:

• Title: Name your template (e.g., “Refund Policy”)
• Content: Write your pre-formatted response with placeholders

Workflows & Automation

Automate your support workflow with if-this-then-that rules.

To access:

1. Go to Settings → Workflows tab
2. Click “Create Workflow”
3. Build your automation rules

Example Workflows:

• “If subject contains ‘refund’, assign to Billing Team”
• “If customer is VIP, add ‘Priority’ tag”
• “If email contains ‘cancel order’, change status to Pending”

Integrations

Connect Heroic Inbox with other plugins for enhanced functionality.

Available Integrations

WooCommerce

• View customer lifetime value
• See recent order history
• Display purchase information in ticket sidebar
• Show order status and details

Easy Digital Downloads (EDD)

• Show customer purchase history
• Display license keys
• View subscription status
• See download history

To enable integrations:

1. Go to Settings → Integrations tab
2. Toggle the integration ON
3. Configure any additional settings if needed
4. Click “Save Changes”

The post Mailbox Configuration first appeared on HeroThemes.

Installation & Activation

1. Download the Plugin
   • Download the Heroic Inbox plugin zip file from your account
   • Navigate to your WordPress Dashboard
2. Upload to WordPress
   • Go to Plugins → Add New
   • Click the Upload Plugin button at the top
   • Click Choose File and select the heroic-inbox-v3.zip file
   • Click Install Now
3. Activate the Plugin
   • Once installation is complete, click Activate Plugin
   • You’ll see Heroic Inbox appear in your WordPress admin sidebar

Activating Your License Key

Before you can connect mailboxes, you need to activate your license key.

Welcome to Heroic Inbox Screen:

1. After activation, you’ll see the Setup Assistant with a welcome screen
2. The heading reads “Welcome to Heroic Inbox”
3. Copy your license key from your HeroThemes account
4. Paste the license key into the input field
5. Click Activate button

The Setup Assistant

The Setup Assistant guides you through connecting your first mailbox step-by-step.

Connect Your Email

After activating your license, you’ll see the “Connect Your Email” screen with three provider options:

Three Provider Cards:

Gmail

• One-click setup with Google OAuth
• Button: “Connect Gmail”

Outlook

• One-click setup with Microsoft OAuth
• Button: “Connect Outlook”

IMAP/SMTP

• Manual setup with IMAP/SMTP
• Button: “Configure IMAP/SMTP”

Connecting a Google/Gmail Account

Gmail uses OAuth for secure, one-click connection.

1. Start the Connection
   • On the Setup Assistant screen, click “Connect Gmail”
   • You’ll be redirected to Google’s authorization page
2. Authorize with Google
   • Select the Google account you want to connect (e.g., support@example.com)
   • Review the permissions Heroic Inbox needs:
     • Read, compose, send, and permanently delete email
     • See and download contacts
   • Click “Allow” to grant permissions then Continue
3. Import Emails (Optional)
   • After successful connection, you’ll see the “Import Emails” screen
   • Choose one of three options:
     • Import all emails – Import your entire inbox history
     • Import from last X days – Import recent emails only (default: 7 days)
     • Skip for now – You can import emails later from mailbox settings
   • Click “Start Import” or “Skip & Continue”
4. Import in Progress
   • If you chose to import, you’ll see: “Import Started!”
   • Message: “Your emails are being imported in the background right now.”
   • Important notes displayed:
     • Large imports may take 5-15 minutes
     • Emails will appear oldest to newest
     • You’ll be notified when complete
   • Click “Go to Dashboard”

Connecting an Outlook/Microsoft 365 Account

Microsoft Outlook and Office 365 accounts connect using OAuth.

1. Start the Connection
   • On the Setup Assistant screen, click “Connect Outlook”
   • You’ll be redirected to Microsoft’s authorization page
2. Authorize with Microsoft
   • Sign in with your Microsoft account credentials
   • Review the permissions Heroic Inbox needs:
     • Send mail as you
     • Read and write access to your mail
     • Have full access to your mailboxes
   • Click “Accept” to grant permissions
3. Import Emails (Optional)
   • After successful connection, you’ll see the “Import Emails” screen
   • Choose one of three options:
     • Import all emails – Import your entire inbox history
     • Import from last X days – Import recent emails only (default: 7 days)
     • Skip for now – You can import emails later from mailbox settings
   • Click “Start Import” or “Skip & Continue”
4. Import in Progress
   • If you chose to import, you’ll see: “Import Started!”
   • Message: “Your emails are being imported in the background right now.”
   • Important notes displayed:
     • Large imports may take 5-15 minutes
     • Emails will appear oldest to newest
     • You’ll be notified when complete
   • Click “Go to Dashboard”

Connecting via IMAP/SMTP

For other email providers (Bluehost, SiteGround, Zoho, cPanel, etc.), you can connect manually using IMAP/SMTP.

Before You Begin

You’ll need these settings from your email provider:

• Email Address – Your support email (e.g., support@example.com)
• IMAP Server – Incoming mail server (e.g., mail.example.com)
• IMAP Port – Usually 993 (SSL) or 143 (TLS)
• SMTP Server – Outgoing mail server (e.g., mail.example.com)
• SMTP Port – Usually 465 (SSL) or 587 (TLS)
• Username – Usually your full email address
• Password – Your email account password

Tip: Check your hosting provider’s documentation for these settings.

Step-by-Step Instructions

1. Select IMAP/SMTP
   • On the Setup Assistant screen, click “Configure IMAP/SMTP”
2. General Information
   • Mailbox Name: Give your mailbox a friendly name (e.g., “Example Support”)
   • Email Address: Enter your support email address
   • Click Next or continue to IMAP settings
3. IMAP Settings (Incoming Mail)
   • IMAP Server: Enter your incoming mail server
   • IMAP Port: Select 993 (SSL) or 143 (TLS)
   • Encryption: Choose SSL or TLS
   • Username: Your email address or username
   • Password: Your email password
4. Test IMAP Connection
   • Click “Test Connection” button
   • Wait for verification
   • Green success message: Connection successful!
   • If it fails, double-check your settings
5. SMTP Settings (Outgoing Mail)
   • SMTP Server: Enter your outgoing mail server
   • SMTP Port: Select 465 (SSL) or 587 (TLS)
   • Encryption: Choose SSL or TLS
   • Username: Your email address or username
   • Password: Your email password
6. Test SMTP Connection
   • Click “Test Connection” button
   • Wait for verification
   • Green success message appears then click Create Mailbox
7. Import Emails (Optional)
   • After successful connection test, you’ll see the “Import Emails” screen
   • Same three options as OAuth connections:
     • Import all emails
     • Import from last X days
     • Skip for now
8. Complete Setup
   • Click “Go to Dashboard”
   • Your IMAP/SMTP mailbox is now active!

Common IMAP/SMTP Settings

Here are settings for popular email providers:

Zoho Mail

• IMAP Server: imap.zoho.com
• IMAP Port: 993 (SSL)
• SMTP Server: smtp.zoho.com
• SMTP Port: 465 (SSL) or 587 (TLS)

cPanel / Generic Hosting

• IMAP Server: mail.yourdomain.com
• IMAP Port: 993 (SSL)
• SMTP Server: mail.yourdomain.com
• SMTP Port: 465 (SSL) or 587 (TLS)

The post Installing Heroic Inbox first appeared on HeroThemes.