Team Inbox Management
Set up a shared team inbox that enables seamless collaboration, efficient customer support, and better team coordination on WhatsApp.
Key Features
Everything you need for effective team collaboration
Shared Conversations
All team members can see and respond to customer messages
Benefits:
- No missed messages
- Seamless handoffs
- Consistent responses
- Team collaboration
Role Management
Assign different roles and permissions to team members
Benefits:
- Admin controls
- Agent permissions
- Manager oversight
- Custom roles
Auto-Assignment
Automatically assign conversations to available agents
Benefits:
- Load balancing
- Skill-based routing
- Round-robin distribution
- Priority queuing
Performance Analytics
Track team performance and customer satisfaction metrics
Benefits:
- Response times
- Resolution rates
- Customer ratings
- Team productivity
Team Roles & Permissions
Define clear roles and responsibilities for your team
Admin
Full access to all features and settings
Permissions:
- Manage team members and roles
- Configure system settings
- View all conversations and analytics
- Manage integrations and workflows
- Access billing and account settings
Responsibilities:
- System administration
- Team management
- Strategic planning
- Performance oversight
Manager
Oversee team performance and handle escalations
Permissions:
- View team performance metrics
- Handle escalated conversations
- Manage team schedules
- Access conversation analytics
- Create and edit canned responses
Responsibilities:
- Team supervision
- Quality assurance
- Escalation handling
- Performance monitoring
Agent
Handle customer conversations and provide support
Permissions:
- Respond to assigned conversations
- Use canned responses
- Tag conversations
- Transfer conversations to other agents
- View customer history
Responsibilities:
- Customer support
- Issue resolution
- Information gathering
- Escalation when needed
Setup Process
Follow these steps to set up your team inbox
Create Your Team
Add team members and define their roles
Key Actions:
- Invite team members via email
- Assign roles (Admin, Manager, Agent)
- Set up department or skill groups
- Configure team member permissions
- Set up working hours and availability
Configure Inbox Settings
Set up how conversations are managed
Key Actions:
- Enable auto-assignment rules
- Set up conversation routing
- Configure notification preferences
- Set up business hours
- Create canned responses and templates
Set Up Workflows
Create automated workflows for common scenarios
Key Actions:
- Create escalation rules for complex queries
- Set up auto-responses for off-hours
- Configure follow-up reminders
- Set up conversation tagging system
- Create approval workflows for sensitive issues
Train Your Team
Ensure your team knows how to use the system effectively
Key Actions:
- Provide training on CMzon features
- Create team guidelines and best practices
- Set up regular team meetings
- Create knowledge base for common issues
- Establish quality standards and KPIs
Monitor and Optimize
Track performance and continuously improve
Key Actions:
- Monitor team performance metrics
- Gather customer feedback
- Identify bottlenecks and issues
- Optimize workflows based on data
- Regular team performance reviews
Best Practices
Proven strategies for effective team inbox management
Use Clear Naming Conventions
Establish consistent naming for conversations, tags, and team members.
💡 Use format like "CustomerName - IssueType" for conversation titles
Set Response Time SLAs
Define clear response time expectations for different types of inquiries.
💡 Aim for under 5 minutes for urgent issues, 1 hour for general inquiries
Use Canned Responses
Create templates for common responses to ensure consistency and speed.
💡 Create templates for greetings, common questions, and closing messages
Tag Conversations
Use tags to categorize conversations and track different types of issues.
💡 Use tags like "billing", "technical", "sales", "urgent" for easy filtering
Escalate When Needed
Know when to escalate complex issues to managers or specialists.
💡 Set up clear escalation triggers and procedures for your team
Monitor Team Workload
Ensure work is distributed evenly and no team member is overwhelmed.
💡 Use auto-assignment features and regular check-ins to balance workload
Ready to Set Up Your Team Inbox?
Start building a collaborative customer support team that delivers exceptional service.