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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.

    You need to have completed at least one of the following before you can use the shared inbox:
    1. Sign in to our GoTo desktop/web app.
    2. In the left navigation, select Inbox > Shared.
      Tip: If you are in the Private inbox, you will see your direct messages just as you would if you were in the Messages section of the GoTo app. Use the arrows to navigate to the Shared inbox and engage with messages.
    3. Select a message to engage.
      • Assigned to me — messages that are assigned to the logged in agent.
      • Unassigned — messages that have not been assigned to an agent. To assign the chat, select Assign to me.
      • Resolved — messages that have been resolved by an agent.
    4. Choose what you want to do:
      • To use Message Assistant, use the magic wand icon. Message Assistant will generate a customized message for you based on what your message is about and the tone you could like the message to have.
        Notice: By enabling Message Assistant in your settings, you understand and agree the use of this feature is subject to the GoTo AI Terms.
      • To send an attachment, use the paperclip 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.
        Tip: If you are adding a new contact, you can link the conversation to them or an existing contact.
      • To flip a chat to a phone call, select the Contact > Call.
      • To flip a chat 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.
      • To view a contact's conversation history, select the Contact > Conversation history.
      • To organize your chats, select +Add tag.
      • To unassign a chat, select the carrot icon next to Resolve and then select Unassign conversation.
        Note: This action will move the chat back into Unassigned for another agent to pick up.
      • To end a chat, select Resolve.
      Note: When new chat 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 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: 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