How do I use the shared inbox?

Using our shared inbox allows your team members to see and respond to any message responses with your shared contacts. Available for Customer Engagement customers.

Before you begin: Assign user permissions so your team members have access to the shared inbox. You need to have completed at least one of the following before your agents can use and respond to messages in the shared inbox:

Set up a text campaign
Set up a webchat on your website
Set up a Facebook business account
Set up an Instagram business account

Note: If you have a product license for Contact Center and Customer Engagement, your messages will go to 2 different inboxes depending on where the chat originated:

Contact Center customers will use Chat conversations within Contact Center to respond to messages from Contact Center chat queues.
Customer Engagement customers will use the Shared Inbox for SMS/MMS messaging with customers and for responding to messages from campaigns.

Desktop/web app

Sign in to our GoTo Desktop/web app.
From the left navigation menu, select Inbox.

Available inboxes

Within the inbox, you have access to your Shared inbox, Private inbox, and Favorites.

Shared Inbox

Name	Description
Conversations	Allows you and other team members to see and respond to any message responses from shared contacts.

Private Inbox

Name	Description
Text messages	See and respond to text messages with private contacts and team members.
Direct chats	See and respond to direct chats with team members.
Channels	See and respond to channel messages with team members.

Favorites

Name	Description
Favorites	Allows you to favorite contacts and team members.

Create chats

To create a new chat, select + Create and select from one of the following:

Option	Description
New conversation	Send a message to a shared contact. All responses will appear in Conversations within the Shared inbox.
New text message	Send a message to private contacts. All responses will appear in Text messages within the Private inbox.
New direct chat	Send a direct chat to your team members. All responses will appear in Direct chats within the Private inbox.
New channel	Create a new channel with team members. All responses will appear in Channels within the Private inbox.

Filter chats

In the Conversations section, filter the messages as needed:

Shared Inbox

Option	Description
Assigned to me	A list of messages that are assigned to the logged in agent
Unassigned	A list of messages that have not been assigned to an agent. To assign the conversation, select Assign to me.
Assigned to others	A list of messages that are assigned to other agents. To assign the conversation, select Assign to me. A notification will be sent to the previous agent that the conversation was reassigned to a new agent.
Resolved	A list of messages that have been marked as resolved by an agent.

Private Inbox

Option	Description
All	A list of all messages.
Unread	A list of all unread messages.
Archived	A list of all completed and archived messages.

Note: Archive can only be competed on mobile, but a list of all archived messages will appear on the web app.

Engage with chats

Select a message to engage and choose what you want to do:

Action	Description
To use Message Assistant	Select the icon. Choose from one of the following options: Suggestions: Generates a customized response based on conversation history between you and the customer. Checkmark which messages from the conversation you would like Message Assistant to generate a response to. Generate: Generates a customized message for you based on what you input for the message and the tone. Notice: Message Assistant can be enabled by navigating to Engage > Settings > General > Message Assistant. By enabling Message Assistant you understand and agree the use of this feature is subject to the GoTo AI Terms.
To send an attachment	Select the icon. Tip: MMS files include images, videos, pdfs, etc. You can send up to 5 files in a single message with a maximum size of 2MB per file.
To edit the contact information	Select the Contact > Contact information > Edit.
To link a contact to a conversation	Select the conversation and the Contact search panel will appear on the right side of the conversation. Select an existing contact from the matching contact options or select + Add new contact to link the conversation to them.
To flip a conversation to a phone call	Select the Contact > Call.
To flip a conversation to a meeting room	Select the Contact > Start meeting.
To opt-out a contact from a campaign if applicable	Select the Contact > Mark as opted out. Tip: If opt-out message is enabled and the contact replies with an opt-out keyword, it will add a opt-out label next to the contact's name and automatically resolve the conversation.
To view a contact's conversation history	Select the Contact > Conversation history.
To organize your conversations	Select +Add tag.
To unassign a conversation	Select the icon next to Resolve and then select Unassign conversation. Note: This action will move the conversation back into Unassigned for another agent to pick up.
To end a conversation	Select Resolve.

Note: When new conversations are received, you will also see a pop-up notification in the bottom left of the GoTo app with the name of the person who chatted in (when applicable) and your current number of unread conversations. 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.

Customize shared inbox settings

Admins can customize the following shared inbox settings by navigating to Engage > Shared inbox > Settings:

End user and agent message read receipts
Typing indicators
Language
After-hours
Channel setup for Webchat, Facebook, and Instagram

Mobile app

Sign in to out GoTo mobile app.
From the bottom navigation, select Inbox.
Select a message to engage.
- Assigned — messages that are assigned to the logged in agent.
- Unassigned — messages that have not been assigned to an agent. To assign the conversation, select Assign conversation.
- Resolved — messages that have been resolved by an agent.

Choose what you want to do:

Action	Description
To create a conversation	Tap the icon. Then select a contact and tap Create to start a conversation.
To link a contact	If the recipient is not already linked to one of your shared contacts, you cannot view that contact's information. Tap the or icon, then select Link contact and choose the contact you would like to Link the conversation to. Note: If it's a new contact, you will have to first create a shared contact, then go back into the conversation and link it to the newly created shared contact.
To switch the contact	Tap the icon, then select Switch contact and choose the contact you would like to Link as the new contact.
To edit the contact information	Tap the icon, then select View contact > Edit contact.
To view a contact's conversation details	Tap the icon.
To flip a conversation to a phone call	Tap the icon.
To unassign a conversation	Tap the icon, then tap Unassign myself. Note: This action will move the conversation back into Unassigned for another agent to pick up.
To end a conversation	Tap the icon, then select Resolve.
To send an attachment	Tap the icon to select a file or picture to attach. Tip: MMS files include images, pdfs, etc. You can send up to 5 files in a single message with a maximum size of 2MB per file.