Account & Workflow
Account & Workflow
Set up inboxes, manage your team, customize your workspace, and configure automation.
Inboxes
What is a shared inbox?
A shared inbox is a team conversation space where multiple team members can see, respond to, and collaborate on customer messages. When a contact messages your business through a connected channel, their conversation appears in the inbox assigned to that channel. Team members assigned to the inbox can all view and respond.
How do I create an inbox?
Go to Settings > Inboxes and click "New Inbox." Give it a name, connect one or more channels (SMS number, web chat widget, or Facebook page), and assign team members. Click "Save" and your inbox is ready to use.
How do I configure an inbox for texting?
When creating or editing an inbox, select your SMS channel (phone number) under "Connected Channels." Ensure you have a text-enabled number added under Settings > Channels > SMS first. Once connected, all inbound texts to that number will route to this inbox.
Teams
How do I invite team members?
Go to Settings > Team and click "Invite Member." Enter their email address and select their role (Admin, Agent, or custom role). They'll receive an email invitation to join your organization. There's no limit on the number of team members you can add.
What permissions can I assign?
Chatfully supports 10+ permission levels. Admins have full access. Agents can be restricted to specific inboxes, contact segments, or chat actions. Custom roles let you define exactly what each team member can see and do. Configure roles under Settings > Team > Roles.
How do I remove a team member?
Go to Settings > Team, find the member, and click the three-dot menu next to their name. Select "Remove from Organization." Their access is revoked immediately. Their past conversations remain in the inbox history.
Customization
How do I customize contact profile fields?
Go to Settings > Custom Fields and click "New Field." You can create text, number, date, dropdown, or checkbox fields. Give each field a name and select whether it applies to all contacts or a specific segment. Fields appear on every contact's profile page and can be edited inline from the Chats view.
Automation
How do I create an auto-reply?
Go to Settings > Automation > Auto-replies. Click "New Auto-reply" and select the trigger (e.g., outside business hours, all messages, first contact). Write your auto-reply message and click "Save." The reply will send automatically when the trigger conditions are met.
How do keyword-triggered messages work?
Go to Settings > Automation > Keyword Triggers. Create a new trigger by entering a keyword (e.g., "DEMO," "HOURS," "PRICE") and the response message to send when a contact texts that keyword. Keyword matching is case-insensitive.
How do I configure notifications?
Go to your profile settings (click your avatar in the top right) and select "Notifications." You can enable browser notifications, email notifications, or both for new messages, mentions, and assigned conversations. Each team member controls their own notification preferences.
