An Inbox is a shared messaging workspace where multiple Team Members can view and respond to messages sent to a common business phone number. Inboxes are commonly used for team-based messaging—such as Sales, Support, or general inquiries—where conversations should remain visible to multiple people.
With access to an Inbox, users can:
- View Open and Done conversations.
- Assign Unassigned messages to themselves.
- Transfer messages or return to the Inbox.
- Mark conversations as Done when they are complete.
You cannot take ownership of a message that is already assigned to another user unless you have Admin permissions.
Inboxes vs Interactions
The Inboxes tab is used to manage active team conversations that require action.
The Interactions tab is used to view conversation history and internal messages, including Direct messages and Channels.
Administrator can learn how to Manage Sync Inboxes as an Admin
Inboxes are created when a messaging-enabled phone number is assigned to a supported routing destination, such as a Department, Ring Group, or Welcome Menu.
- Messages sent to that number are delivered to the Inbox for that routing destination.
- If messages are not appearing as expected, contact net2phone Canada to review the phone number’s routing configuration.
- If you are an Admin, refer to Manage Sync Inboxes as an Admin for setup and configuration instructions.
Access Sync Inboxes
To access Inbox messages, select the Inboxes tab from the left navigation panel of the Sync browser or desktop app.
Understand Inbox statuses
Inbox messages move through a simple workflow, allowing teams to manage conversations collaboratively.
To respond to a message in a Sync Inbox, a Team Member must first assign the conversation to themselves.
- Unassigned: The message is waiting for a user to take ownership.
- Assigned: A specific user is handling the conversation.
- Done: The conversation is complete.
The default Inbox view typically shows:
- Open > Unassigned: messages that are waiting for a user.
- Assigned to Me: messages you are currently handling.
You can also switch between Open and Done messages using the filter.
Understand message indicators
Message badges and flags help you identify message status at a glance.
- Blue badge: New activity on Unassigned messages.
- Green flag: Message is Assigned to Me.
- Green badge: New activity on messages assigned to you.
- Grey flag: Message is assigned to another user.
What you can do in an Inbox
The listed actions below help teams keep conversations visible and clearly assigned:
- Assign to Me: Allows you to take ownership of an Unassigned message. Once assigned, the reply field becomes available so you can respond to the conversation.
- Transfer: Allows you to hand the conversation to another user. Once a message is returned to the Inbox, it is no longer assigned to you, and the reply field is no longer available until the message is assigned again.
- Return to Inbox: Allows you to move the conversation back to the Unassigned queue so another Team Member can take ownership.
- Mark as Done: Allows you to mark the conversation as done.
