Three sections of an inbox's settings cover texts and what members see: Texts decides who incoming texts go to, Notifications decides what members are told about, and Visibility decides which contacts and conversations agents can see in the inbox.
To open them, go to Inboxes, click the inbox, then click Texts, Notifications or Visibility.
Assigning incoming texts
Assign incoming texts (Beta) decides which agent a new text from a contact goes to. Pick one of these options:
Option | What it does |
To the contact owner | Texts go to the contact's owner. This is the default. |
To a random agent | Texts from contacts with no owner go to an agent in this inbox, picked at random. |
To the last agent who called | Texts from contacts with no owner go to the last agent who called them. |
To the last agent in touch | Texts go to the last agent who called or texted the contact, even when the contact has an owner. |
Don't assign | Texts stay with the inbox, assigned to nobody. |
With To the contact owner, when a contact has no owner, every agent in the inbox is notified of the text, and the first agent to reply becomes the contact's owner.
With Don't assign, agents are notified of incoming texts only if they turned on text notifications in their own settings.
Mark as read on reply clears a contact's unread items when someone calls or texts the contact back. Turn it off to keep those items unread for the inbox's other users and watchers until someone uses Mark all as read.
Choosing notifications
Notify members of turns on notifications for the inbox's users:
Inbound texts: each user in this inbox is notified of texts from contacts they can see.
Voicemails: each user in this inbox is notified of voicemails from contacts they can see.
Two email reports can also be turned on:
Voice Analytics summaries: emails an AI summary of each of this inbox's transcribed calls.
Daily activity report: emails a daily summary of this inbox's activity, across its lines, users and teams.
When you turn on either report, choose who gets it under Send to: Users in this inbox, Watchers, Supervisors of its teams or Members of its teams. Daily activity report also has Include a CSV download, which adds a Download as CSV link to the email. The link stays valid for 7 days.
Setting what members can see
Respect agents' visibility limits decides whether agents' own visibility settings apply inside this inbox:
On: agents see only the contacts and conversations their own visibility allows, and get calls only from contacts they can see. Supervisors and admins aren't limited.
Off: agents see every contact and conversation in this inbox, whatever their own visibility, and any agent can take any call.
When it's on, email notifications are also sent only for contacts the agent can see. The change applies as soon as you save.
What members can see lists each user and watcher with what they can reach in this inbox, under Contacts and Conversations. Admins see everything, so they aren't listed. Click Refresh to update the list.
