Shared Inbox Settings
Customize your shared inbox settings.
Before you begin: You must be
set up as a user and be assigned the
manager role.
- Sign in to our GoTo desktop/web app.
- From the left navigation menu, select Engage.
- Select Shared inbox settings.
- Select a tab and choose what you would like to do:
Settings
From the
Settings tab, change the following:
General
- Enable read receipts to show when the end user read messages and/or when a team member reads a message.
- Enable typing indicators to show when the end user and/or a team member is typing a message.
- Auto-resolve opt-out — Automatically resolve a conversation when a contact replies with an opt-out keyword.
Language
- Choose a default language.
Assignment
- Assign conversations to reply:
- If this setting is disabled, this means your shared inbox is in Open mode. This experience will allow multiple team members to respond to a message(s) in the shared inbox without it being assigned to one individual. Agents cannot assign a message to themselves when using open mode.
- If this setting is enabled, this means your shared inbox is in Assignment mode. This experience will allow an agent to assign a message to themselves. Agents will not be able to respond to a message in the shared inbox until they have assigned the conversation to themselves.
After-hours
- Set up an after-hours schedule and messaging to let your customers know you are not open.
Follow-up
From the
Follow-up tab, change the following:
- Follow-up question — Setup an automated follow-up survey to collect valuable feedback from customers when a chat conversation has ended and is marked as resolved.
Channels
From the
Channels tab, change the following:
- Set up a webchat on your website.
- Set up a Facebook business account.
- Set up an Instagram business account.
Article last updated: 14 March, 2024