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Overview

Inbox settings in Z360 allow you to configure how your email, phone, and live chat channels work. This guide walks you through setting up communication channels, managing assignees, purchasing phone numbers, configuring availability, and enabling live chat—ensuring messages are routed correctly and handled efficiently.

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Access Inbox Settings

  • Open Settings Menu
    From your Z360 dashboard, click Settings to access all configuration options.

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Email Inbox Settings

  • Access Email Settings
    Click Emails to manage your email inbox configuration.
  • Connect Gmail Account
    Select Gmail and follow the Google authentication flow to connect your Gmail account with Z360.
  • Return to Z360
    After successful authentication, all connected email accounts will appear in your email settings.
  • Edit Email Assignees
    Click Edit Assignees to control who can manage conversations coming from a specific email address.
  • Modify Assignees
    Use the three-dot menu to select or update assignees responsible for handling email conversations.
  • Remove Email Account
    If needed, you can remove an email account from inbox settings at any time.

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Phone Inbox Settings

  • Access Phone Settings
    Click Phone to manage phone communication settings.
  • Edit Phone Number Settings
    Select Edit next to a phone number to modify its configuration.
  • Add Phone Number Label
    Add a label to identify the phone number, such as its purpose or department.
  • Set Primary Receiving User
    Choose the primary user responsible for receiving conversations from this number.
  • Configure Calling Permissions
    Select which users are allowed to make calls using this phone number.
  • Set Default Assignees
    Choose default assignees for conversations coming into this phone number.
  • Delete Phone Number
    You can remove a phone number from your account if it’s no longer needed.

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Purchase and Manage Phone Numbers

  • Open Buy Numbers Section
    Go to Buy Numbers to browse available phone numbers.
  • Search Phone Numbers
    Search by area code or region to find the right number for your business.

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Phone Availability Settings

  • Configure Availability
    Set when calls should be routed to a human agent.
    During non-working hours, you can route calls to:
  • An agent
  • Voicemail
This ensures you don’t miss important calls outside business hours.
  • Enable Availability Filter
    Use availability settings to control call handling based on time and working hours.

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Additional Phone Requirements

  • Complete A2P 10DLC Authentication
    To activate calling and SMS services, you must complete A2P 10DLC verification. This ensures compliant and reliable phone communication.

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Live Chat Inbox Settings

  • Access Inbox Settings
    Click Inbox to configure live chat settings.
  • Live Chat Widget Code
    You can view and copy your live chat widget code.
    Add this code to the header or footer of your website to activate live chat for your organization.
  • Chat Widget Appearance
    Preview how the chat widget will appear on your website.
  • Set Live Chat Assignees
    Configure default assignees for live chat conversations.
    It’s recommended to assign an AI agent as the default assignee to enable automated responses and faster engagement.

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Tips

  • Use Assignees Wisely: Assign the right team members to email, phone, and chat channels to avoid delays.
  • Enable Availability Rules: Route calls to voicemail outside working hours to ensure no communication is lost.
  • AI for Live Chat: Assigning an AI agent to live chat helps handle customer queries instantly.
  • Label Phone Numbers: Clear labels make it easier to identify and manage phone numbers.
  • Complete A2P Early: Finish A2P 10DLC setup early to avoid interruptions in SMS and call services.