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.
- Sign in to our GoTo Desktop/web app.
- From the left navigation menu, select Inbox.
Within the inbox, you have access to your Shared inbox, Private inbox, and Favorites.
|Conversations||Allows you and other team members to see and respond to any message responses from shared contacts.|
|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||Allows you to favorite contacts and team members.|
To create a new chat, select + Create and select from one of the following:
|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.|
In the Conversations section, filter the messages as needed:
|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.|
|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:
|To use Message Assistant||Select the icon. Choose from one of the following options:
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.
- 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.