What an inbox is for
Think of an inbox as a way to separate customer conversations by department and channel, so each team only sees the conversations meant for them. For example:- A Sales inbox can own a phone number that fields all incoming sales inquiries and leads.
- A Parts inbox can hold only the conversations directed to the parts team.
Inbox types
| Type | Use it for |
|---|---|
| Shared inbox | A team queue such as Sales, Service, Support, or Reception. Shared inboxes can have members, routing rules, channels, agent settings, and a web chat widget. |
| Personal inbox | A member-specific inbox tied to that user’s connected email and calendar account and their assigned personal phone number. |
What an inbox controls
- Name and icon
- Connected phone numbers and email addresses
- Web chat widget
- Members who can receive assignments
- Lead routing strategy
- Agent mode
- Agent behavior prompt
- Agent jobs
- Agent availability
Screenshot placeholder: add an inbox settings page showing General, Channels, Members, and Agent tabs.
Common setup paths
Create a sales inbox
Add channels, members, round-robin routing, and an appointment-booking agent job.
Configure autopilot
Let the AI agent answer conversations within the inbox rules you define.
Connect a phone number
Route SMS and calls into an inbox.
Work conversations
Assign, reply, take over, reopen, and archive conversations.