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.
Note: Managers also have the ability to manage their team members' conversation assignments by unassigning them, assigning them to another team member, or assigning them to themselves.
After-hours
- Set up an after-hours schedule and messaging to let your customers know you are not open.
Note: This feature may not be available with your plan. Please contact your sales rep for more information on the GoTo Customer Engagement plans, included features, and pricing.
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.
Note: This feature may not be available with your plan. Please contact your sales rep for more information on the GoTo Customer Engagement plans, included features, and pricing.
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.
- Set up WhatsApp
Note: This feature may not be available with your plan. Please contact your sales rep for more information on the GoTo Customer Engagement plans, included features, and pricing.
Article last updated: 14 March, 2024