TABLE OF CONTENTS

Inboxes allow Admins to route message replies to a specific group of Texters in their account. By assigning Texters to an inbox, Admins make it easy for those Texters to view and claim replies for a campaign without needing to manually join the campaign via a link. 



Setting up an Inbox
Note: Only Admins and Organization Owners can create and manage Inboxes.

1. Navigate to the Inboxes page on the left-hand menu.

2. To create a new Inbox, click the + New Inbox button in the top right corner of the screen. 



Once you add a New Inbox, you’ll be prompted to fill in the following fields:

  • Inbox Name: Choose a name that clearly identifies the purpose of the inbox (e.g., Voter Protection, Other Language, etc.)

  • Inbox Members: Select the users who should have access to the inbox. These users will be able to:

  • View any campaign assigned to the inbox

  • Claim and respond to replies directly, without needing a campaign join link 

  • Default Batch Size : Set how many replies are assigned to a Texter each time they claim a batch

  • Assignment Duration : Determine how long a claimed batch stays assigned to a Texter (once the time expires, replies return to the unclaimed pool, making them available for other Texters)


To edit the name, members, default batch sizes, and assignment duration of your Inboxes, click the pencil icon on the right, make your edits, and click Save Changes. 


Routing Replies to an Inbox
Admins can automatically route replies to a specific inbox. This allows Texters assigned to that inbox to view and claim replies without needing to click on an assignment link. 


To route replies to an inbox: 

  1. Go to the Basics section of the campaign builder. 

  2. Under Texter Settings, toggle on Route replies to an inbox.

  3. Use the dropdown to select the inbox you’re like to route replies to.


Note: You cannot change the assigned inbox after starting your campaign. However:

  •  You can bulk assign threads to a different inbox (see below)

  • You can change the inbox members at any time from the Inboxes page



Reassigning Messages to Inboxes
You can reassign replies to a different inbox in bulk from the Threads page.

 1. Click Bulk Action, then select the threads you would like to assign

Note: If any threads are already assigned to an inbox, you’ll see the inbox they’re assigned to.

2. Click the Bulk Act on # Threads button



3. Choose the inbox you want to assign the threads to

4. Click Move Threads to complete the reassignment.



Note: If any of the selected threads are currently in an Escalation Inbox, you’ll see a warning. Moving those threads to a non-escalation inbox will de-escalate the selected threads. 



Texter View

From the Texter View, Texters can see any inboxes they’re a member of in addition to other campaigns they’re assigned replies in. 



When a Texter clicks on an inbox, they’ll see a list of all campaigns that have threads assigned to that inbox. 

Within an inbox, Texters can: 

  • Claim replies to start handling 

  • Reply to any claimed threads 

  • View any threads assigned to the inbox

If an inbox has replies from multiple campaigns, Texters can also click to view all replies in one view for easier navigation and response.