Engage Voice | Intro to Inbox

As discussed in Intro to Omni-channel Agent, the Inbox view is one of the operational modes of the Omni-channel Agent digital interface. Agents assigned to handle digital interactions will have access to two digital modes: the Inbox and Messages view. These views provide agents with a customer support interface that centralizes in-app messaging, SMS, social media, email, and web chat messages to ensure operational efficiency, message traceability, and large-scale processing of all digital interactions.

 

For the purpose of this article, we will only focus on one of the two operational modes, the Inbox view. Alternatively, if you would like to learn more about Messages view, visit Intro to Messages. 

 

Your admin does the configuration for the Inbox view via the Omni-channel Voice Admin interface that ranges from user access and permission, mailbox folder configuration, and how messages are routed to agents. 

You can access the Inbox view by clicking the Inbox folder icon located in the left-hand navigation bar.