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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.
  • Set Sender Name
    When available, configure the sender name customers should see when receiving email from this account.
  • Set Daily Proactive Limit
    Use a daily proactive message limit when this email account is used by inquiry pipelines and should not exceed a daily outreach cap.
  • 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.
  • Choose Receiving Mode
    In Call Routing, choose Direct users to ring selected Z360 users, IVR to use the organization’s IVR menu, or Transfer to forward every inbound call to an external number.
  • Set Receiving Users
    For Direct users, choose the Z360 users who should ring. Everyone selected rings at once, and the first person to answer takes the call. The AI agent cannot be combined with human receiving users.
  • Set Transfer Number
    For Transfer, enter the external phone number that should receive every inbound call.
  • Set Call Fallbacks
    For direct-user routing, choose what happens outside working hours or when receiving users do not answer: use the global setting, route to agent, send to voicemail, or forward to a personal number.
  • Configure Calling Permissions
    Open the Team tab and select which users are allowed to make calls using this phone number.
  • Set Default Assignees
    Open the Team tab and choose default assignees for conversations coming into this phone number.
  • Configure IVR Call Menus
    Use Phone > IVR to configure the organization IVR menu, then set a phone number’s receiving mode to IVR when that number should use the menu.
  • Set Daily Proactive Limit
    In Advanced, use a daily proactive message limit when this phone number is used by inquiry pipelines and should pace outbound outreach.
  • Enable or Disable Texting
    Open the Advanced tab and use Enable Texting to control whether the number can send and receive SMS/MMS.
  • Review Advanced Caller Controls
    Use Enable CNAM Listing, Enable Caller ID Name Lookup, and Inbound Call Screening when your team needs caller identity or screening controls for the number.
  • Delete Phone Number
    You can remove a phone number from your account if it’s no longer needed.
For the full phone-number workflow, see Manage Phone Number Routing, Texting, and E-911.

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IVR Call Menus

Use IVR call menus when one phone number should handle multiple paths before a teammate answers. The IVR menu is configured once for the organization, then individual phone numbers can use it by setting Receiving Mode to IVR. Common examples include:
  • Press 1 for sales
  • Press 2 for support
  • Press 3 to reach an external after-hours number
To configure the menu:
  1. Open Settings > Phone > IVR.
  2. In Dial Pad, select a key such as 1, 2, *, or #.
  3. In Triggers, review the new Key card.
  4. Choose Action Type: Transfer to Z360 user or Transfer to external number.
  5. Choose the Action Target. For external numbers, use a valid U.S. phone number.
  6. Add the Message callers should hear, such as Press 1 to talk with sales.
  7. Click Save changes.
  8. Edit each phone number that should use the menu and set Receiving Mode to IVR.
Each key can only be configured once. Before relying on the menu, test the phone number from an outside line and confirm every route reaches the right destination.

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Channel Collections and Visibility

Channel collections help keep email and phone settings organized as your team connects more communication channels.
  • Group related email accounts or phone numbers into collections when available.
  • Keep active setup pages focused on channels your team still uses.
  • Hidden, collected, or disabled channels may remain available for history, reporting, or existing pipeline usage.
  • Do not remove a channel from a pipeline if it already has inquiry usage; disable it for future work instead.

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Channel Health and Alerts

Z360 monitors communication channels so you can fix issues before they disrupt conversations.
  • Review health or connection status for email accounts and phone numbers.
  • Reconnect expired email accounts.
  • Repair phone number health issues when prompted.
  • Dismiss health notifications only after the channel is fixed or intentionally no longer used.

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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
  • Forward to a personal number
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.
  • Save and Sync E-911
    Use Settings > Phone > E-911 to save the organization’s emergency address and sync it to active phone numbers.

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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.
  • Keep IVR Menus Short: Use simple keypress options and test every route after editing a phone number.
  • 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.