Set up an inbox queue
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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.
- Sign in to the desktop or web app.
- From , select + Add inbox queue.
- Add a name for the queue, and then select Save.
- From Settings, you can choose your general setting and distribution preferences.
- From Channels, you can 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 or Instagram
- SMS — Only available in the United States and Canada.
- From Supervisors, choose users to assign as a supervisor for this queue.
- From Agents, choose users to assign as an agent for this queue.
- Select Save when 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.
- Sign in to the desktop or web app.
- From , select + Create an inbox.
- Add a name for the queue, and then select Create.
- From General, you can manage role assignments and add a phone number(s) to send and receive messages in this inbox.
- From Settings, manage your after-hours messaging and schedule, webchat language, and reading and typing preferences.
- From the Follow-up tab, manage follow-up question preferences.
- From the Channels tab, choose which type of channel(s) you want to enable for this inbox:
- Select Save when you are finished.
What to do next: Ensure your agents know how to
use the inbox.
