Switch on the Inbox and set up teams

A team is a group of people who answer one kind of conversation, for example Sales or Support. Each team sees its own conversations; new ones are routed to a team and, if you like, to a person in it.

Before you start

• The Inbox comes in Sales & Customer Care and Kluvan One. Switch it on in Settings → Apps (see pick your apps).
• You need the right Set up the inbox (teams, channels, deadlines). Give people See the inbox of own teams and Reply to customers in the inbox in Team (see roles and rights).

Steps

1. Open Inbox and select Inbox settings at the top (or open it from Settings).
2. Under Teams, fill in the New team box: a Team name and, for e-mail, an Inbound e-mail address name (for example sales).
3. Choose New conversations go to: Nobody (the team takes them), The next available member, in turn or Whoever last worked with the contact.
4. Choose the Response deadlines policy and the Team lead (told of breaches).
5. Type Routing words (comma separated): a new conversation whose first message contains one goes to this team.
6. Tick the Channels the team answers: WhatsApp, E-mail, Web chat.
7. Tick Everyone with the inbox's rights is in this team, or tick the Members one by one. Tick people under Away (given no new conversations) while they are out.
8. Choose how the Front Desk works for this team in AI mode (e-mail, web chat): off, drafts for a person to send, answers simple questions or answers within its limits.
9. Select Save.
10. Under Canned replies, add a Title, a Text and the Team (or All teams) for answers you type often. Select Save.
11. Under Keeping and quiet hours, set Keep message texts (days, 30–365), Close after waiting on the customer (days, 0 = never), the quiet hours and the Name on e-mail replies. Select Save.

Good to know

• Where a new conversation goes. To the team of the address or chat it came to; else to the first team whose routing word it contains; else to the first team on its channel.
• Who sees what. A person sees the conversations of their teams. See every team's conversations shows all of them. Owners and managers hold every Inbox right.
• Two admins at once. If someone saved the settings while you were editing, Kluvan shows them again so you can make your change once more.
• Quiet hours stop marketing templates only; replies to customers are not affected.
• WhatsApp is connected in the Front desk settings: see connect WhatsApp.
• Next: set response deadlines and answer conversations.