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Set up an inbox

Attention: Carriers are now blocking all unregistered outbound SMS per industry regulations to combat spam. Registration is mandatory for all providers, not just GoTo Connect. Register now to restore or maintain SMS service. GoTo Connect cannot expedite carrier reviews.

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

Before you begin: You must be set up as a user and be assigned the admin role.
  1. Sign in to GoTo Admin.
    Fastpath: Alternatively, Contact Center Admins can also add and manage inboxes by navigating to Contact Center > Inboxes in the GoTo desktop or web app.
  2. From Inbox > Inboxes, select + Create an inbox.
  3. Add a name for the queue, and then select Create.
  4. 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
  5. 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)
  6. From Channels, choose which type of channel(s) you want to enable for this inbox:
    • Email
    • Webchat: If enabled already, you can change your Webchat widget's settings.
    • Facebook Messenger or Instagram: If enabled already, you can manage the attached pages.
    • WhatsApp
  7. Select Save when you are finished.
What to do next: Ensure your agents know how to use the inbox.

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