Get started with Inbox
EARLY ACCESSTo use Inbox, you need an active Infobip account with the Inbox product enabled.
- If you do not have an account, sign up (opens in a new tab) for a free account. New users receive a 60-day free trial. For more information, see Create an account.
- To upgrade to a paying account, select Add funds at the top of the page. For more information, see Paying account.
Configure users and permissions
Assign the appropriate Inbox roles to user profiles to configure access to Inbox.
- Inbox Setup - Create and manage queues, routes, automations, and system settings.
- Agent for Inbox - Respond to conversations assigned to them.
- Analytics for Inbox - Monitor dashboards, schedule reports, and access analytics data.
- Supervisor for Inbox - Manage all conversations across queues, regardless of assignment.
- Viewer for Inbox - View conversations in assigned queues. Does not consume a seat or allow replying to conversations.
Roles can be combined. A user cannot have both agent and supervisor roles because the supervisor role includes all agent permissions. Every user with an Inbox role must have an active seat, except users with the Viewer for Inbox role.
Learn more about managing roles and users.
Set up channels
Configure the messaging channels you want to use with Inbox.
Go to Inbox settings → Channels to enable and configure channels.
Inbox supports the following channels:
- SMS
- Live Chat
- Messenger
- Viber
- Telegram
- RCS
- LINE
- KakaoTalk
- Apple Messages for Business
- Voice and Video
- Open Channel
- Social media: Facebook Posts, Instagram Posts, and Google Play Store Reviews
For channel-specific setup instructions, see Messaging channels.
Configure queues and routing
Set up queues and routing rules to direct conversations to the right agents.
- Go to Inbox settings → Basic settings to configure working hours, agent statuses, and general settings.
- Create queues and define routing rules to distribute conversations to agents based on skills, availability, or other criteria.
- Configure service level agreements (SLAs) and escalation rules in Service quality.
Start managing conversations
Once your channels and queues are set up, agents can start managing conversations.
- Go to Inbox conversations to access the agent workspace.
- Review the workspace overview to understand My Work and All Work views.
- Learn how to communicate with customers and use productivity tools such as templates, macros, and Inbox Copilot.
Set up calls
If your contact center handles voice interactions, set up calls in Inbox.
- Follow the set up calls guide to configure voice channels.
- Review the agent guide for calls for handling inbound and outbound calls.
Monitor performance
Track agent performance and conversation metrics using Inbox reports and analytics.
- Reports - Access detailed reports about conversations, queues, agents, channels, and customer satisfaction.
- Inbox analytics - Monitor live dashboards for active calls, conversations, queues, and agent activities.