Set up an inbox
DEADLINE EXTENDED: United States carriers will block all unregistered SMS in 2025 due to an industry-mandated regulation to protect consumers (your customers) from spam texts. Don’t wait - complete SMS registration no later than January 14, 2025 if you wish to send text messages.
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.
- Sign in to our GoTo desktop/ web app.
- From , select + Add inbox queue.
- Name the queue and then select Save.
- From the Supervisors tab, choose which users you want to assign the supervisor role to for this queue.
- From the Agents tab, choose which users you want to assign the agent role to for this queue.
- 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:
- SMS — Only available in the United States and Canada.
Note: If using SMS, texting must be enabled for the phone number that the inbox queue is routed within your admin portal.
- Webchat
- Facebook Messenger
- SMS — Only available in the United States and Canada.
- 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.
What to do next: Ensure your agents know how to
use the inbox.