Use the inbox

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Using our inbox allows team members to see and respond to messages responses from customers from various channels. Learn what tools are available and how to use them to fully engage. Available for Customer Engagement and Contact Center customers.

Before you begin: You must be set up as a user with the agent or team member role, depending on your product.

Note: Admins can set up and manage inbox settings and user assignments in GoTo Admin.

Desktop/Web App

Sign in to the desktop or web app.
From the left navigation, select Inbox.
Choose what you would like to do when navigating the inbox
- (1) Create a new conversation with your private contacts, or to external contacts and phone numbers.
- (2) View all your assigned inboxes and conversations.
- (3) View all closed conversations.
- (4) Coming soon!! Create and send campaigns to contacts and phone numbers.
- (5) Lists all your private messages from your personal texting number(s). When a phone number channel is selected, only messages from that phone number will appear.
- (6) Shows messages that were previously exchanged on a phone number before it was added to the inbox. This view will display a list of all the messages that were originally associated with that phone number's private inbox.
- (7) Shows a list of all your direct chats.
- (8) Shows a list of all your team chats.
- (9) View a list of your favorite contacts.
- (10) Create and manage pre-written messages for quick responses.
- (11) Use the provided filters to customize and sort your conversation list. You can pin and reorder conversations to your preference as well.
- (12) Reset filters.
- (13) View and manage the contact's information, add a contact, view conversation history, start a call or meeting, add to favorites, or manually opt out the contact from receiving future communications.
- (14) Side panel appears when you view a contact's information or conversation history.
- (15) Move the conversations to a different inbox.
  Note: This setting must be enabled by your admin.
- (16) Assign a conversation to yourself, unassign it, or reassign it to another team member.
  Note: This functionality is available depending if your manager has enabled or disabled assignment mode for the inbox.
- (17) Mark conversations as read or unread. This will only affect your view and will not change how other team members see the conversation.
- (18) Add, show, or hide tags.
- (19) Close and mark a conversation as spam. This will immediately delete the message from your inbox.
- (20) Close a conversation.
To engage with chats
- (21) Add emojis to your messages or use them to react to customer messages.
- (22) Attach and send MMS file(s) to your message.
  Tip: MMS files include images, pdfs, etc. See Supported file types for MMS for more information on file size limitations and supported file types.
- (23) Change the appearance of your text to make it clearer or to highlight important information.
- (24) Use a pre-written message for quick responses or type the key phrase to populate the message.
  Note: Pre-written messages are shared among all team members who have access to the inbox.
- (25) Use message assistant to help you write and respond to messages more efficiently.
  Notice: By enabling Message Assistant, you understand and agree the use of this feature is subject to the GoTo AI Terms.
  - Suggestions — Generate a customized response based on the customer's conversation history. Select which messages you want the Message Assistant to reply to.
  - Generate — Generate a customized message by telling the Message Assistant AI what you are trying to communicate and which tone to use.
- (26) Send a custom survey to gather feedback from the customer.

Mobile app

Sign in to the GoTo mobile app.
Select Inbox.
Choose what you would like to do when navigating the inbox
- (1) Customize your GoTo mobile app settings by choosing your extension, adding a status message, manage logging in/out of call and inbox queues, adjusting call and notification preferences, personalizing phone and voicemail settings, setting up instant response, syncing your calendar, and enabling notifications.
- (2) Create a new conversation with your private contacts, or to external contacts and phone numbers.
  Tip: When creating a new message with a phone number that is not tied to a contact, type the full 10-digit phone number in the search bar. The phone number will appear as an "unknown number". Tap Select and then tap Create to start the new message.
- (3) Access the inbox to view all shared conversations from an inbox(es).
- (4) Access your private inbox to view conversations with private contact(s), direct chats and team chats.
- (5) The inbox name. Select this drop-down to view other assigned inboxes and conversations.
- (6) Shows a list of conversations that have not been marked as closed.
- (7) Shows a list of conversations that have been marked as closed.
- (10) Use the provided filters to customize and sort your conversation list.
- (11) Select a message to engage.
- (12)View the name or phone number of the contact.
- (13) Provides which channel the message came from and the duration the conversation.
- (14) Convert the conversation to a phone call.
- (15) View the conversation details in a single view.
- (16) Link a new or different contact to the conversation, assign a conversation to yourself, unassign it, or reassign it to another team member, move the conversations to a different inbox, close a conversation, or manually opt-out a contact from receiving future messages.
  Note: Moving or assigning conversations depends on how the inbox settings were configured your admin or manager’s settings. These features may or may not be available.
- (17) Write a message to respond, or attach and send MMS file(s) to your message.
  Tip: MMS files include images, pdfs, etc. Please refer to Supported file types for MMS for more information on file size limitations and supported file types.
- (18) View and edit the contact's information.
- (19) View the contact's conversation history.
- (20) Mark the contact as a favorite.
- (21) & (22) Play inbound and send outbound voice notes.
  Restriction: Voice notes are only available for inboxes that have WhatsApp configured.

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