Administrators can manage Shared Inbox activity in Sync, assign conversations to users, address routing issues, and close completed conversations.

With Shared Inbox administration permissions in Sync, you can:

• View all Shared Inbox conversations, including conversations assigned to other users.
• Assign unassigned conversations to yourself or to other users.
• Reassign conversations that are already assigned.
• Return conversations to the Shared Inbox when ownership needs to change.
• Mark conversations as done when follow-up is complete.
• Identify and resolve No Route issues for messaging-enabled phone numbers.

For an overview of Shared Inbox statuses, message indicators, and everyday conversation actions, refer to Understand Shared Inboxes.

Access Shared Inbox conversations

Shared Inboxes are available within Messages in the Sync browser and desktop apps.

1. Select Messages from the Navigation Pane.
2. Select Shared Inboxes at the top of the message list.

The Messages area also includes the External view for direct external messaging conversations.

In Shared Inboxes, administrators can view:

• Open > Unassigned conversations that still need an owner.
• Conversations Assigned to Me.
• Conversations Assigned to Others.
• Done conversations.

Assign and reassign conversations

Administrators can manage conversation ownership across Team Members.

Assign an unassigned conversation

1. Open Messages and select Shared Inboxes.
2. Locate and open an Unassigned conversation.
3. Select Assign to Me to take ownership of the conversation.

Once the conversation is assigned to you, the message reply field becomes available, including attachment and emoji options.

Assign a conversation to another user

1. Open the conversation from Shared Inboxes.
2. Select the assignment option.
3. Select the Team Member who should own the conversation.

Reassign an existing conversation

1. Open the assigned conversation.
2. Select the current assignment option.
3. Select a different Team Member.

Return conversations to the Shared Inbox

Return a conversation to the Shared Inbox when it should no longer remain assigned to its current owner.

1. Open the assigned conversation.
2. Select Return to Shared Inbox.

The conversation returns to the Unassigned view so another Team Member can take ownership.

Mark conversations as done

Mark a conversation as done when no further follow-up is required.

1. Open the conversation.
2. Review the conversation to confirm that follow-up is complete.
3. Select Mark as done.

The conversation moves from the active queue to the Done view.

Resolve No Route status

Shared Inbox routing is determined by the assignment of the messaging-enabled phone number. If a conversation displays No Route, the phone number is typically unassigned or assigned to a destination that does not support Shared Inbox delivery.

To resolve a No Route status:

1. Open the Sync Settings portal and locate the messaging-enabled phone number.
2. Confirm whether the number is unassigned or assigned to an unsupported routing destination.
3. Reassign the number to a supported destination, such as a Department, Ring Group, or Welcome Menu.
4. Confirm that the selected destination is active and configured correctly.

Phone numbers assigned to Call Queues or Special Extensions do not support Shared Inbox delivery.