Team inboxes are the perfect way to help teams collaborate on following up with incoming calls and texts. When a team inbox is created, the admin can select who has access, a phone number, and call routing behavior. Each team inbox provides an additional phone number that can be used for receiving calls and texts as a team. Phone calls are the most valuable leads, with the team inbox your team will have every single missed call/voicemail tracked in one place so you don't miss out on sales. 

Note: This feature can be enabled for any account with two or more calling licenses.

Setting Up the Team Inbox

1. Go to Inbox > Manage in the lower left-hand corner > Edit Pencil
2. Add an Inbox Name
3. Click Add Number to add additional numbers to the inbox (optional) 
4. + Add Team Members or Phone Numbers to the call routing section 
5. Check Ring Desktop, Ring Mobile, and Press 1 to answer to customize call routing 
6. Record a Voicemail 
7. Enable Do Not Disturb (optional) 
8. Toggle settings for If outside office hours
   
   • Go to inbox voicemail
   • Forward to number
9. Toggle settings for If there's no answer 
   • Go to inbox voicemail
   • Forward to number
10. Connect Email (optional) 
11. Save changes 

If Outside Office Hours

This option is only available when Ring first X team team members... is selected for incoming calls and only if office hours are enabled by an admin user. 

Go to voicemail: This option will send all incoming calls outside of office hours the to voicemail of the team inbox immediately, without ringing anyone.

Forward to number: This option will send all incoming calls outside of office hours to the mobile number specified.

If There's No Answer

This option is only available when Ring first X team team members... is selected for incoming calls.

Go to voicemail: Any calls that are not answered by your team members will automatically go to the team inbox's voicemail, as normal.

Forward to number: Any calls that are not answered by your team members will be forwarded to the mobile number specified. 

The Ins and Outs 

Any team inboxes you are a member of will be displayed under My Inbox. Admin users are able to see all team inboxes. 

Missed calls and text messages sent to the team inbox number will show up in the inbox. Anyone with access to the team inbox may take action on these items, such as returning calls or sending text messages directly from the inbox.

Note: Each user should enable team inbox notifications.

Outbound Number 

When texting individual contacts, the team inbox number can be used to send the communication.  are available. This is useful when teams want specific users to work communication from the team inbox or if you are using different area codes with your numbers.

Users can also switch their outbound number to a team inbox number for making calls and sending texts on the My Settings page. 

Close Communication 

After communication has been addressed, close the voicemail, missed call, or text message to reach inbox zero.  

By default, all calls stay in the inbox so you can close them after you action them. The best practice is to add the caller as a new lead, return the call, or add your call notes before closing the call.

If your account prefers connected calls to be auto-closed, reach out to support@followupboss.com to toggle a setting to auto-close answered. Missed calls and voicemails will stay in the inbox until they are manually closed with this feature toggled.