22.1.7. Shared Inboxes

A Shared Inbox is a way to configure a group of Users to be able to collaborate on the same conversations. Rather than a conversation being routed to a specific user instead this is routed to a shared inbox where multiple users can see this conversation, assign it to themselves, or just collaborate together. Even when a conversation is assigned to another user all users belonging to the shared inbox will be able to view the conversation and take over if needed.

Setting up a Shared Inbox

To set up a Shared Inbox first you will need to navigate to the Natterbox Settings tab in Salesforce and then select Shared Inbox.

On this page you will be able to see any Shared Inboxes you have already created, create new shared inboxes, or maintain existing ones.

Creating a Shared Inbox

To create a Shared Inbox you need to be on the Natterbox Settings page and select the Shared Inbox tab on the sidebar on the left. Click create in the top right corner which will open the below modal.

The name field is what will display in the messaging interface, description is an optional field for administrators to see.

Clicking create will create this Shared Inbox, shared inbox names must be unique and duplicates are not allowed.

Adding Users to a Shared Inbox

To add a User to a Shared Inbox after it has been created you need to select the Shared Inbox which will open the side panel on the right.

Then you can press the “Add Users” button to display the below modal.

All users with a digital licence will display in the above modal, simply check the Users to wish to add and then press the “Save changes” button.

You will be prompted if you are sure you wish to add these users, simply press “Add Users” if you are happy with your selection.

Removing Users from a Shared Inbox

To remove a User from a Shared Inbox you need to select the Shared Inbox which will open the side panel on the right.

Then you can press the “Remove Users” button to display the below modal.

All Users currently belonging to the selected Shared Inbox will be displayed. Check the users you wish to remove and then press the “Save changes” button.

You will be prompted if you are sure you wish to remove these users, simply press “Remove Users” if you are happy with your selection.

Routing

Within a Digital routing policy the Digital Connect application can be used to route a conversation to a Shared Inbox. Set the Action as “Shared Inbox” and then you can select the Shared Inbox you wish to route to from the Shared Inbox dropdown below.

The below example shows a Digital connect app set up to route a conversation to the Support Team Shared Inbox.

Shared Inbox Assignment

Conversations are routed to a Shared Inbox and then can be assigned to specific users, when a conversation is assigned other users in the Shared Inbox can still see this conversation or take over if needed. Assignment is handled within the messaging interface for end users and when a conversation has been assigned this will show in a different conversation view.

When a conversation is assigned to your own User this will display under the “Assigned to me” view, if a conversation is assigned to another User it will display under “Assigned to other”, and finally if a conversation is unassigned this will display under the “Unassigned” view. The Archived view shows all archived conversations regardless of who they are assigned to.