What Are Team Inboxes In Engage
If your support team struggles with these questions,
Where should this conversation go?
How did I miss this conversation?
Am I responsible for replying to this conversation?
Team Inboxes in Statusbrew improve team collaboration by organizing and routing relevant conversations to a shared and customizable inbox.
Team Inboxes in Statusbrew help you and your team focus on the most relevant conversations by customizing your Engage inbox.
For instance, you can set up a Support Escalations Inbox & move your escalations across social to this inbox. Similarly, you can set up automation to route your price-related queries to your Pricing Inbox.
Team Inboxes are a part of our Premium & above plans.
What Is A Team Inbox?
A Team Inbox is a specialized inbox for managing specific types of conversations. It provides a dedicated space where users can organize and categorize conversations based on their needs to ensure all relevant conversations are centralized and easily accessible.
For businesses handling large volumes of social media interactions, implementing a triaging system can significantly reduce noise and improve efficiency. By assigning each team or member their own private inbox, you can ensure that conversations are handled by the right people.
Benefits Of Creating A Team Inbox
1. Analytics: Track and measure the volume of incoming conversations and assess team performance in managing customer queries.
2. Independence: Enjoy full control over managing conversations, with the ability to move them in and out of the inbox as needed for flexible and autonomous operation.
3. Triaging: Categorize and prioritize conversations by type and urgency. Conversations can be routed to the appropriate inboxes manually or automatically using Rules.
4. Notifications: Stay informed with alerts for all open conversations in your designated inbox to ensure no important conversation slips through the cracks.
5. Granular Access: Customize access to customer conversations by setting up shared inboxes for teams or private inboxes for individual members.
6. Timesaving: Collaborating in real-time with your team reduces the need for lengthy updates and allows for quicker responses to conversations that are already organized within your Team Inbox.
7. Accountability: Team Inboxes help clarify responsibilities by organizing communication according to teams or individual team members. This structure allows team members to track updates of the conversation they are handling and monitor overall team progress to ensure that everyone knows what they are responsible for.
Why Should You Create A Team Inbox?
In traditional social media management, all conversations land in a shared inbox, where any team member can respond. While this approach might seem inclusive, it often leads to chaos, with irrelevant messages cluttering the inbox and increasing the risk of missing important conversations.
For businesses handling large volumes of social media interactions, implementing a triaging system can significantly reduce noise and improve efficiency. By assigning each team or member their own private inbox, you can ensure that conversations are handled by the right people.
Conversations can be manually reassigned or automatically directed to specific inboxes using Rules to minimize the chance of missed communication.
Team Inbox Vs Engage Views
You should create a Team Inbox when you need a shared space for specific team members to manage and collaborate on conversations collectively. This is especially useful in situations where multiple users need access to the same set of conversations, such as when managing customer support queries, handling social media messages for a particular client, or coordinating communications across departments.
Engage Views are best created when you want to filter conversations. Engage Views allows you to customize your inbox to show only the conversations that matter most to you at any given time. For instance, you might create a view to focus on conversations that contain specific keywords.
Use Cases For Team Inboxes
Support Team Inbox
If your support team has agents who specialize in different types of customer requests—some focusing on basic inquiries and others handling more complex technical issues—there needs to be a reliable way for basic support agents to escalate conversations that require technical expertise.
In this case, the support team can create a Technical Support Team Inbox in Statusbrew as an empty inbox, meaning no rules are set up to automatically direct conversations to this inbox. Instead, when a technical inquiry is received in the main Support Inbox, and a basic support agent needs assistance from a technical team member, they can manually move the conversation to the Technical Support Inbox.
This system ensures that technical issues are directed to the most qualified agents so that they focus solely on resolving such technical problems without being distracted by non-technical issues.
If you want to speed up response times, you can also configure notifications to be sent to a Slack channel named "Twitter Support." This way, your team will be immediately alerted to new Twitter conversations to respond promptly.
Empty Inbox
As your support team grows, team members often begin to specialize in handling different types of requests and may have varying levels of technical expertise. To ensure that complex inquiries are managed by the right people, you can create an empty inbox to serve as an escalation channel.
The support team creates a “Tier 2 Support” inbox managed by senior support agents. Since this inbox is created as empty, new conversations will not flow directly into it.
Instead, conversations first arrive in the main “Support” inbox.
If a frontline agent needs assistance from a senior support agent, they can manually move the conversation into this empty inbox. Senior agents then respond to the customer.
Independent Access
Team members with access can view, reply, close, hide, and delete conversations in that Team Inbox.
Granting a team member access to a Team Inbox gives them full access to all conversations within that inbox, regardless of their access to specific social profiles. Even without direct access to a social profile in Statusbrew, they can manage its conversations if included in a Team Inbox that they can access.
This way, you can manage access to social media conversations without giving your team members full access to a social profile.
How To Create A Team Inbox?
Statusbrew space owners and admins can create a Team Inbox and manage access.
Go to Engage.
From the sidebar, click (Create team inbox).
Add an appropriate Name. You can also customize the icon.
Click Add collaborator and select your team members (users or user groups) to share the inbox with. Set their permissions to either Can reply or Can view.
Can Reply: Users can view conversations and respond to them directly within the Inbox.
Can View: Users can only view the conversations, but cannot reply or react to them.
Click Save.
The team inbox will open in Engage and also appear in the sidebar under the Team Inboxes section.
How To Move Conversations To A Team Inbox?
Once you have created a Team Inbox, you can move conversations manually (one by one or in bulk) or set up rules to automatically route them to the inbox.
Go to Engage.
Open the conversation you wish to move.
From the Conversation details panel, select Add to inbox. The Add to inbox dialog box will open. Or you can also click
ifrom your keyboard to open the Add to inbox dialog box.Select your preferred Inbox.
The Add to inbox dialog box will close and the conversation will be moved to the selected inbox. As conversations are moved an inbox, the count of conversations of that inbox will also increase simultaneously in the sidebar. The inbox name will also appear in the conversation details panel.
You can move the conversation to another inbox by clicking on the inbox name from the conversation details panel. The Add to Inbox dialog box will open with the current inbox highlighted. Select the new inbox to move the conversation.
If you want to remove a conversation from the inbox, hover over the inbox and click (Remove).
How To Move Conversations In Bulk To A Team Inbox?
Go to [[c:engage]] Engage.
From the sidebar, select the filtered view whose conversations you wish to move to a team inbox.
Hover over the conversation in the conversation list of the filtered view and select the checkbox beside it to select the conversation.
To select all conversations at once, click the Select all conversations checkbox at the top above the conversations, or use the Select all conversations button in the center of the screen.
From the center of the screen, select Add to inbox to open the Add to inbox dialog box or click
ifrom your keyboard. Select the desired Team Inbox to move the conversations to.
If you bulk move conversations to a team inbox and some are already in a different team inbox, those conversations will be removed from their current inbox and moved to the new one.
How To Automatically Move Conversations To A Team Inbox?
Statusbrew's Rule Engine lets you automate actions for incoming social conversations. You can create Rules to automatically move conversations matching your set criteria to a specific team Inbox.
Here’s how to create a rule to keep mentions from verified X accounts in a new team inbox. This rule helps you prioritize high-value conversations by automatically routing mentions from verified X accounts into a dedicated inbox.
From the Statusbrew dashboard, go to the Rule Engine and click Add new rule.
Name the rule (e.g., "Route Verified Account Mentions").
Select the relevant Data sources (X accounts).
Define a Trigger type (e.g., Message received).
Add Filters:
Add condition > Twitter Verified > Is(=) > True.
Add condition > Conversation Type > In(=) > X Mention.
Select Actions:
Add a new action > Move to Engage Inboxes > Select Verified Acc Mentions inbox
Click Submit to save and activate the rule.
How To Manage Team Inboxes?
Rearrange Inboxes: From the sidebar, you can drag and drop any inbox in the list to rearrange its order according to your preference.
Edit or Delete Inboxes: You can edit or delete any inbox. Deleted inboxes cannot be recovered.
How To Edit A Team Inbox?
From the sidebar, hover over the inbox you want to edit and click (More)
From the dropdown menu, select Edit. The Edit Team Inbox dialog box will appear.
Edit the name, emoji, or accessibility of collaborators. You can add new collaborators, change their permissions, or revoke access to a team inbox by clicking the (Revoke access).
Click Save to apply the changes.
How To Delete A Team Inbox?
From the sidebar, hover over the inbox you want to delete and click (More).
From the dropdown menu, select Delete.
Confirm that you want to delete the inbox.
FAQs
If I Delete A Team Inbox, What Will Happen To Its Conversations?
While the Team Inbox gets deleted, its conversations still remain within the platform.