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Set up an inbox

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Create multiple inboxes in a variety of ways from webchat to social media platforms.

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/ web app.
  2. From Contact Center > Admin > inbox queues, select + Add inbox queue.
  3. Name the queue and then select Save.
  4. From the Supervisors tab, choose which users you want to assign the supervisor role to for this queue.
  5. From the Agents tab, choose which users you want to assign the agent role to for this queue.
  6. From the Settings tab, choose your general setting and distribution preferences and then choose which type of channel(s) you want to enable for this queue:
  7. Select Save when you are finished.
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.
  1. Sign in to our GoTo desktop/ web app.
  2. From Engage > Shared inboxes, select + Create an inbox.
  3. Name the inbox and then select Create.
  4. From the General tab:
    • 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.
  5. From the Settings tab, manage your after-hours messaging and schedule, webchat language, and reading and typing preferences.
  6. From the Follow-up tab, manage follow-up question preferences.
  7. From the Channels tab, choose which type of channel(s) you want to enable for this inbox:
  8. Select Save when you are finished.
What to do next: Ensure your agents know how to use the inbox.
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