Overview
A Team Inbox lets you consolidate customer SMS, MMS, and WhatsApp messages into a single place, so internal teams to collaborate and respond seamlessly to customer messages while remaining compliant.
In this article:
Prerequisites
Team Inbox Availability |
Can be added on for any Team in Spoke Phone. For example you may have a Team Inbox for the entire company, or one for Sales, another for Support, etc. |
User Licensing |
To be a user that can see and respond to messages sent to a Team Inbox, the user must be on the Spoke Pro-CX license. |
Deployment Availability | Available for both Spoke Cloud and BYO Twilio customers. |
Activating the Team Inbox Feature |
Customers must request their Spoke Account Manager or Spoke Phone Partner to turn on Team Inbox for their account. |
Activation and enablement overview
What you can do by yourself in a few clicks for free |
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What you can do with a developer or using the Spoke Professional Services team |
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Things that require Spoke Phone Professional Services |
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Implementation packages |
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Features and capabilities
Channels |
Supports SMS, MMS and WhatsApp conversations started by a Customer. |
Automatically route messages to a Team |
Turn on Team Inbox for any Team in Spoke. Every user in the team gets alerted to new messages and can reply to the customer. Users see each others replies as the customer replies. |
Custom Message Routing |
Implement custom message routing logic to fit your specific use-case. For instance you can:
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Auto responders |
Each Team Inbox supports a simple automated response sent back when a customer first sends in a message. E.g. “Thanks for contacting Customer Support, one of our Agents will be with you soon.” Fully customizable auto-responders are supported too. For instance:
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Opt In/Out Message Compliance |
Supports the varying global regulatory rules around SMS and WhatsApp message compliance, ensuring your business stays compliant with anti-spam laws. E.g. allowing customers to opt in and opt out of beng sent messages by your company. |
Claimable Conversations |
A user is able to Claim a conversation that sent to a group of users. By claiming a conversation, all other users are removed from the conversation, and this single user can now work with the customer. For customers that want to send Team Inbox conversations more control (different assignment rules by message, customer, etc.) they can use Spoke’s Inbound Message Data Action to build whatever assignment conditions they like. |