Take chats in the inbox

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Use the inbox to engage in chat conversations and the agent dashboard to view high-level inbox queue activity.

Currently, the SMS and Facebook messenger channels support all MMS files. Instagram supports images only for attachments.

Sign in to the desktop or web app.
From Inbox, select the chat queue and then specific chat conversation to begin engaging.

Note: Some inboxes may require you to log in before you can begin engaging.
Optional: When new chat conversations are received, you will see a pop-up notification in the GoTo app with the name of the person who chatted in (when applicable) and your current number of unread chats. This will display regardless of where you are in the app. Audible notifications can be set up from Your profile icon > Settings > Voice > Audio > Message tone.

What to do next: Ensure your team members know how to use the inbox so they feel confident engaging and responding to customer's messages.

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