Change inbox settings

DEADLINE: Starting December 1, 2024, United States carriers will block all unregistered SMS. Don’t wait - complete SMS registration immediately to avoid disruption to your service.

Customize your settings for each inbox to optimize performance and achieve your needs.

Contact Center

Before you begin: You must be set up as a user and be assigned the Admin role. This can also be done from your admin portal if you have access permissions.

Note: Available for Core and Complete customers only.

1. Sign in to our GoTo desktop or web app.
2. From Contact Center > Admin > Inbox queues, use the bubbles to filter your inbox queue list:
  - All inbox queues displays all inbox queues.
  - Assigned inbox queues displays all queues that have at least 1 supervisor and 1 agent assigned.
  - Unassigned inbox queues displays all queues without assigned supervisors or agents.
3. Choose the queue you want to customize.
  
  Tip: You can also delete an inbox queue from here using the trash can icon. Deleting a queue will close any open chats in that queue.

Overview tab

From the Overview tab, you can change the name of the inbox queue by selecting Edit or by selecting > Edit details on any open tab.

Settings tab

From the Settings tab, you can:
- Change the language
  Note: Any automated text sent to the end-user from webchat, chat assistant, or surveys will be translated to the language selected.
- Edit your read receipt and typing indicator preferences
- Turn on automatic agent assignment
- Set up after-hours messaging and select a schedule for your chat
- Enable AI Analysis for chat conversation sentiment scores and chat summaries.
- Set up a follow-up survey
- Enable co-browsing for your agents
- Enable chat assistant
If you make any changes, select Save.

Channels tab

From the Channels tab:
- Change your Webchat widget's settings
- Connect your inbox to Facebook and manage the enabled pages for Facebook and/or Instagram
- Connect your inbox to a WhatsApp business account

Supervisors tab

From the Supervisors tab, choose users to assign as a supervisor for this queue.

Agents tab

From the Agents tab, choose users to assign as an agent for this queue.

What to do next: Ensure your agents know how to use the inbox.

Customer Engagement

Before you begin: You must be set up as a user and be assigned the Manager role.

Note: Some of these settings may not be available with your plan. Please contact your sales rep for more information on the GoTo Customer Engagement plans, included features, and pricing.

1. Sign in to our GoTo desktop or web app.
2. From Engage > Shared inboxes.
3. Select the desired inbox.

General tab

From the General tab, you can:
- Optional: Add a phone number(s) to send and receive messages in this inbox.
- Choose which users you want to assign the Team member or Manager role for this inbox.

Settings tab

From the Settings tab, you can:
- Manage the after-hours schedule and messaging.
- Change the default language displayed for the webchat.
- Customize reading and typing preferences.

Follow-up tab

From the Follow-up tab, manage your automated follow-up survey question preferences:
- Set up the survey question and response.
- Enable/disable open feedback.
- Include a post-question message.

Channels tab

From the Channels tab, choose which type of channel(s) you want to enable for this inbox:

What to do next: Ensure your team members know how to use the inbox.