Inboxes

Manage incoming messaging conversations by assigning them to specific users and teams. Each inbox acts as a shared queue where inbound messages are received and distributed to assigned team members. Set greeting messages, organize with labels, and control user access.

Table of Contents

  1. Access Feature
  2. Inboxes Table
  3. Creating an Inbox
  4. Editing an Inbox
  5. Deleting an Inbox
  6. Common Use Cases

Access Feature

Log into PBX.IM Dashboard > Go to Settings > Inboxes

Inboxes Table

The Inboxes page displays a table with the following columns:

ColumnDescription
NameThe name of the inbox. Sortable.
TeamThe users assigned to the inbox, displayed as user avatars.
LabelsLabels attached to the inbox for categorization and filtering.

You can search inboxes by name and filter by labels using the table toolbar. Click any row to edit the inbox.

Creating an Inbox

  1. Click Add Inbox in the table toolbar.
  2. Fill in the inbox details:
FieldHow to use it
NameEnter a name for the inbox (max 200 characters). Required.
LabelsAssign one or more labels for organization. Labels can be used to filter inboxes in the table.
Greeting MessageOptional. Enter a message that is automatically sent as the first reply when an inbound message arrives. After the greeting, a user can assign the conversation to themselves.
Team MembersSelect at least one user to assign to the inbox. Use the search to find users and click to add them.
  1. Click Save to create the inbox.

At least one team member must be assigned to an inbox. The system will show an error if you try to save without any assigned users.

Editing an Inbox

  1. Click on an inbox row in the table, or click the edit icon in the actions column.
  2. Modify any fields (name, labels, greeting message, team members).
  3. Click Save to apply changes.

Deleting an Inbox

  1. Select one or more inboxes using the checkboxes.
  2. Click the Delete action in the toolbar.
  3. Confirm the deletion in the dialog.

Common Use Cases

Department-based inboxes -- Create separate inboxes for Sales, Support, and Billing. Assign the relevant team members to each inbox so messages are routed to the right people.

Automated greeting for after-hours -- Set a greeting message like "Thank you for reaching out. Our team will respond during business hours." to acknowledge inbound messages immediately.

Organizing with labels -- Use labels like "VIP", "Urgent", or "Region-US" to categorize inboxes and quickly filter them in the table.