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Customize your settings for each inbox to optimize performance and achieve your needs.
- Sign in to GoTo Admin.
Fastpath: Alternatively, Contact Center Admins can also configure these settings from by navigating to in the GoTo desktop or web app.
- From , select the desired inbox.
- From General, you can:
- Edit the name of the inbox
- Manage role assignments
- Add phone numbers to send and receive messages on for this inbox
- From Settings, you can:
- Grant the ability for agents to move conversations between inboxes.
- Choose your assignment preferences such as setting up auto-distribution for new conversations and determining team member's permissions for viewing other's conversations and/or re-assigning conversations to other members.
- Manage the after-hours schedule and messaging.
- Enable chat assistant(s).
- If you haven't already created a chat assistant, you can initiate that process from this settings page. You can also edit an existing chat assistant flow. Selecting Create a new chat assistant or Edit chat flow will fast track you to the correct place in the admin portal to complete these actions.
- Enable a satisfaction survey for your customers to take at the end of their conversation(s). You can also enable an open feedback form to include with the satisfaction survey.
- Change the default language of your inbox. The selected language will be used in the satisfaction survey if enabled.
- Customize reading/typing preferences.
- Enable co-browsing for your agents.
- Enable AI analysis to auto-generate transcripts and sentiment ratings for resolved conversations. (This requires the AI Optimization add-on)
- From Channels, choose which type of channel(s) you want to enable for this inbox:
