Check messaging registration

Shared Inboxes rely on a messaging-enabled phone number that is registered for business messaging.

• Confirm that the phone number used for messaging is fully registered.
• If the number is not registered, complete the required messaging registration before testing again.

Confirm the phone number assignment

The messaging-enabled phone number must be assigned to a supported routing destination for Shared Inbox delivery.

• Open the Sync Settings portal and locate the phone number.
• Confirm that the number is assigned to a Department, Ring Group, or Welcome Menu.
• If the number is unassigned, assign it to a supported routing destination.

A No Route status usually means that the messaging-enabled phone number is unassigned or assigned to a routing destination that does not support Shared Inbox delivery.

To resolve this issue:

1. Open the Sync Settings portal and locate the phone number.
2. Confirm how the number is currently assigned.
3. If the number is unassigned, assign it to a Department, Ring Group, or Welcome Menu.
4. If the number is assigned to a Call Queue or Special Extension, reassign it to a supported routing destination.

Assigning a Shared Inbox conversation directly to another Team Member requires Admin permissions.

• If you do not see an option to assign the conversation to another user, confirm whether you have Admin permissions.
• Ask an Admin to review your permissions if required.

Users can assign unassigned conversations to themselves using Assign to Me.

If a conversation is assigned to a Team Member who can no longer work on it, an Admin can change the conversation owner.

• Reassign the conversation to another Team Member.
• Return the conversation to the Shared Inbox so that it becomes Unassigned and another Team Member can take ownership.

Done conversations are available to users who have access to the associated Shared Inbox.

• Open Messages and select Shared Inboxes.
• Use the conversation filter to switch from Open to Done.
• Confirm that you have access to the Shared Inbox associated with the conversation.

If the conversation is still unavailable, ask an Admin to confirm your Shared Inbox access.

A conversation that was previously marked Done may return to the Open view when new activity occurs.

• Open the conversation and review the most recent activity.
• If additional follow-up is required, assign or reassign the conversation as needed.
• Mark the conversation as Done again when the new activity has been resolved.