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 Shared Inboxes page found under the Natterbox Settings tab. Click “Add Inbox” in the top right corner to begin.

This will then open the side panel allowing you to enter in the details of your new Shared Inbox.

Once you have entered in the name and description you can press the “Add Inbox” button in the bottom right corner.

Managing users in a Shared Inbox

To manage users in a Shared Inbox after it has been created you need to select the Shared Inbox. This will then show you the current members of the inbox.

Then press the Assign User button in the top right corner.

On the next page you will see a list of Users within your organisation. You can tick the box for each user you wish to add or untick the users you wish to remove.

Once you are happy with your selection you can press the “Save Changes” button in the top right corner to update the user membership of the Shared Inbox.

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.