Overview
Team inboxes are shared inboxes that you can collaborate on with members of your team. All selected members gain access to a team inbox and can work together on conversations within that inbox. Typically, you would connect shared communication channels, such as shared mailboxes, SMS channels, or live chat, to a team inbox.
How to add a team inbox?
To create a new team inbox in Yablo, simply click the "Add team inbox" button located in the sidebar next to the Inboxes section. This will open a team inbox dialog where you can enter a name for the new inbox and select the users who should have access to it. Once you have entered the relevant information, click "Next" to proceed to the next step.
To associate a channel with the newly created team inbox, choose one of the supported channels and follow the provided instructions for connecting it to Yablo. Alternatively, if you wish to create a team inbox without a channel, you can select the option "Continue without a channel".
Why use a team inbox without a channel?
An inbox without any channels associated with it serves as an organizational space where you can manually add conversations. This can be done by moving conversations from another inbox in Yablo or by using the Yablo for Outlook add-in to add selected emails as conversations to that inbox. We refer to such an inbox as an "empty inbox".
One common use case for an empty inbox is to support escalation workflows. For example, if you have a Support inbox connected to a support@ channel, there may be certain incoming tickets that need to be escalated to 2nd line support. In this scenario, you can set up a second empty inbox specifically for 2nd line support. When conversations need to be escalated, they can be moved to the 2nd line support inbox for further action. This allows for efficient handling of escalated conversations and helps ensure that they are addressed promptly by the appropriate team.