Multiple inboxes

How to configure multiple inboxes

Why do I need multiple inboxes?

When the amount of conversations is too much for a hand full of agents, or when the diversity of the conversation topics is too wide for one team to handle, you might want to consider multiple inboxes. This way you can setup an inbox for the different topics or different teams that you have.

How to setup multiple inboxes?

There are three steps involved.

1. Create the inboxes

2. Appoint operators to each inbox

3. Configure escalation actions in the Unknown flow

Additionally you might want to consider your topics. Typically you want to dispatch to topics based on the topic of the conversation.

1. Define relevant topics

2. Elicit the topic of the conversation in your Unknown flow

3. Configure routing rules in your escalation flow (e.g. the Unknown flow)