Multiple inboxes

Why do I need multiple inboxes?

When the amount of conversations is too much for a hand full of agents, or when the diversity of the conversation topics is too wide for one team to handle, you might want to consider multiple inboxes. This way you can setup an inbox for the different topics or different teams that you have.

Another good reason of having multiple inboxes is when you are using MS Teams for answering incoming messages and you want conversations to be handled on different Teams channels depending on their topic.

How are inboxes modelled in the platform?

Inboxes are tags that are stored in a special tag group called Inbox. To manage the inbox tags, go to Settings -> Tags and open the tag group Inbox.

If the tag group doesn't exist, create it by clicking Add tag group.

Add a tag group and show as assignable in Inbox.

Fill out the form as presented in the image above. Make sure to choose Tag type Single since we don't want conversations to end up in multiple inboxes at the same time.

The toggle Show as assignable in inbox is required to make it into an inbox filter. This way agents and flows (using the Escalate node) can use the tags in this tag group to assign conversations to.

The Show in inbox sidebar is optional. This setting will make sure the tag is also shown in the inbox sidebar and also enable filtering in the inbox.

Show in Inbox sidebar toggle makes the tags available as filters in the Inbox.

Now add a tag for each of the inboxes you want to have using the Add tag button.

Create the inbox tags

How to assign users to inboxes?

Only Organisation managers can appoint users to inboxes.

Click on Manage Environment in the bot switcher:

Manage Environment

Now click on Members in the main menu.

Configure inbox tags

Now add the inbox tags by clicking on the little pen icon.

Select Inbox tags

The drop down will only show the tags from the bots in your environment that are marked by the Show as assignable in inbox toggle as you have read previously.

The user will only get notifications from the assigned inboxes but will be able to see all others.

How to assign conversation to inboxes?

Using Flows

A flow can immediately assign a conversation to an inbox using the Tag option in the Escalate nodes:

• Escalate default

• Escalate smart

By an agent in the Inbox

An agent can also decide to assign a conversation to a certain inbox by using the Assign to button for any new conversation or Reassign button for existing conversations: