Set up an inbox

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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.

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.
From Inbox > Inboxes, select + Create an inbox.
Add a name for the queue, and then select Create.
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:
- 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
Select Save when you are finished.

What to do next: Ensure your agents know how to use the inbox.

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