Track and manage inbound calls and emails from signs, ads, marketing campaigns, lead sources and your website using a team inbox. Missed calls, voicemails, texts and emails to team inboxes will all live in one central spot.
Who has a team inbox?
If your account has more than one user, you will have a Team Inbox listed under My Inbox that will be the default inbox for missed calls and texts to your Company Number. If you have two or more calling licenses, you can create additional team inboxes.
How to use a Team Inbox
How to set up a Team Inbox:
- Go to inbox and click the gear icon (bottom left)
- Click add a new team inbox or edit an existing team inbox
- Choose who will have access by checking the box next to their name. If you want someone(s) to receive incoming calls on their dialer via desktop, they must be selected and have a dialer number. Users with a dialer have a phone icon next to their name.
- If you want some people to receive calls on mobile, add them to: Additional numbers to call. Note: There is a limit of 50 dialers and 50 mobile phones that may receive calls per team inbox.
- If you’d like to connect an email to your inbox (ie firstname.lastname@example.org), click Connect email (this must be a new email to Follow Up Boss and not used elsewhere in your account).
Note: Anyone with the calling add-on will receive calls on the desktop only unless you add their mobile under Additional numbers to call.
Team Inbox Features:
Team Inbox Numbers
It will be your company number unless you add an additional number to your inbox OR you create an additional inbox.
Yes, here’s how.
You can change the phone number associated with this team inbox. If you have already given out this number to clients or printed it on any media then changing this number is not advised. Anyone trying to call the old number will find it out of service. Instead, just add an additional number to that inbox.
Yes, you can choose a team inbox number as the default number to use for making calls and sending texts on desktop and in the mobile apps on the My Settings page on the desktop.
Yes. This is meant to be a marketing line to manage inbound sales calls.
By default, we will ring the Calling numbers associated with each user's Follow Up Boss account. You can also choose to add up to fifty mobile numbers to call under Additional Numbers to Call.
On desktop, nothing. It will keep ringing everyone else in the Team Inbox. On mobile, if you send a call to your voicemail by declining the call it will go to your voicemail and will stop ringing everywhere else. The voicemail will live on your personal phone, not in Follow Up Boss.
If you put an outside calling system number in the "Additional numbers to call," it can “hijack” the call. Try adding it as the "if nobody answers, then ring" number.
Missed Calls and Voicemails
If no one answers, choose to have callers go to voicemail, or forward them to another number (set this up in the team inbox settings). If you choose to forward missed calls, there is a chance in this scenario that a voicemail is left on the mobile device itself, rather than in the team inbox. Tip: If you can't take the call, just let it ring through. If you ignore it on your phone, you'll send it to your personal voicemail.
Office hours are set under Admin > Company
Yes. under Admin > Company
Team Inbox Email
Yes, unless it’s already being used by a user inside of Follow Up Boss.
Once connected, you can choose to personalize how the connected email displays as the Sender. You can type a name, choose to personalize it with the agent's name or do a combination!
Calling and Texting from a Team Inbox number
Yes. When texting on individual contacts you will now see an option to use your team inbox number or company text number (individual texting number if you have the calling add-on). This is useful if you want the reply text to be checked by anyone in your team or if you are using different area codes with your numbers.
Yes, all can see it in the thread in the Team Inbox. If the lead replies to a thread in the Team Inbox, everyone in the inbox is notified. If the conversation is assigned to someone, it will only notify the assignee of new inbound texts.
Yes. You can receive inbound calls on your mobile and you can text. You just won’t be able to dial out from that number or receive calls on your desktop.
Collaborating with the Team Inbox
Admins can view all team inboxes, users need to be granted access under each inbox settings.
If you have more than one active team member on an item in the inbox, you will see an indicator in the bottom left of the item in the conversation list and the team member's avatar across from the contacts name.
Delegate follow up to your team members by @mentioning them in a note or assigning them a conversation directly. To assign a conversation, use the dropdown at the top right.
Desktop and Mobile Notifications
Members of a team who have access to a Team Inbox or are assigned a Team Inbox conversation will receive desktop and mobile push notifications when a call is missed, a text is sent, or a voicemail has been left by a lead or an unknown contact. Please check your desktop and mobile settings to ensure you receive these notifications.
When you are assigned a conversation, you will receive a push notification on your iOS device and on your browser. You can also @mention them in a note.@mentions will trigger an email notification to the person mentioned.
Agent Visibility of Team Inbox
Adding agents (agent role) to a team inbox group will allow those agents to respond to messages in the team inbox: emails, texts, calls. Unless the agent is assigned the lead, added as a collaborator, or has an Admin role, they will not be able to view the trail of communication. They will only be able to respond out of the team inbox, answer a call, text, or email.