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Create a shared inbox when a team needs its own queue for customer conversations, separated by department and channel. For example, a sales team gets an inbox for its inbound leads, and the parts team gets a separate inbox so it only sees parts conversations. This page walks through creating an inbox and configuring its channels, members, routing, and agent behavior.

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Create the inbox

  1. Go to Settings → Inboxes.
  2. Click New inbox.
  3. Choose a name and icon.
  4. Save the inbox.

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Configure general settings

Open the inbox and use the General tab to update the name and icon. You can archive a shared inbox from the danger zone when it should stop handling messages.
Archiving an inbox stops the agent from handling messages in that inbox. Personal inboxes cannot be archived from this page.

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Add channels

Use the Channels tab to add:
  • A phone number with SMS and Voice, SMS only, or Voice only preference.
  • An email address built from a verified workspace email domain.
  • A web chat widget for website conversations.
Channels must be available in Settings → Channels before you can attach them to an inbox.

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Add members

Use the Members tab to add workspace users who can view and respond to conversations. Choose an inbox role for each member.

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Configure routing

Choose how incoming leads are assigned:

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Configure the agent

Use the Agent tab to choose the agent mode, prompt, jobs, traffic split, and availability. See Agent modes for details.
Screenshot placeholder: add a completed shared inbox configuration with channels, members, and agent mode visible.