Set up your first Inbox

An Inbox is the primary operational unit for receiving and routing customer conversations.

Choose a channel and create your first Inbox

From Settings → Channels, select Add Inbox, then choose one channel:

• Messenger for the website live-chat widget
• Email
• API
• Social and messaging channels such as Facebook, WhatsApp, Instagram, Telegram, Line, and SMS

Open directly: Open Channels

Complete channel configuration

1. Select the channel card.
2. Select Connect.
3. Enter channel credentials or authorization details.
4. Name the inbox clearly (for example, Support - US or Billing).
5. Add initial agents.
6. Finish the wizard and open the inbox settings page.

Start new channel setup: Open New Channel Setup

Apply Inbox basics

In the inbox settings tabs, configure:

• Business hours
• Greeting and out-of-office behavior
• Pre-chat form (for web widget)
• CSAT (if enabled)
• Installation snippet (for web widget)

Verify your first Inbox end-to-end

1. Send a test message through the connected channel.
2. Confirm the conversation appears in the inbox view.
3. Assign it to an agent and resolve it.

Open inbox settings: Open Inbox Settings

Warning: Do not enable broad automation rules until at least one inbox has been tested manually. This avoids accidental routing loops.

Next Steps

• Install the Messenger SDK
• Invite teammates and set roles