Creating Conversations
1. What channels can I start a new conversation from the Inbox?You can create a new conversation using:
- SMS
- Phone call
They follow the same structure, but:
- Email uses an email account and subject
- SMS uses a phone number and short message body
- Phone calls use the dialpad
When starting an email or SMS, you can choose how you want to proceed:
- Simple reply
- Create ticket
- Send reminder
Yes. If you have multiple phone numbers, you can switch and choose the best one before calling. 5. Can I add another person to an active call?
Yes. During an active call, use the add participant or conference option to bring in teammates or external phone numbers. Use this when the customer needs help from a specialist, manager, or another business line without ending the original call. After you add the participant, Z360 shows participant status such as ringing, connected, left, or no answer. If the participant connects, everyone can speak in the same call. If the participant leaves, the original call can continue while the main customer call is still active. 6. Can I transfer an active call?
Yes. When call transfer is available, you can transfer an active call to a teammate or another phone number. Review the transfer state before leaving the call. Can I place an active call on hold?
Yes. During an active call, use Hold to pause the call and Resume to continue. Hold is available from the in-call controls and can also appear in supported conference call flows. Can Z360 route callers through an IVR menu?
Yes. Configure the organization menu in Settings > Phone > IVR, add a welcome message, then edit a phone number and set Receiving Mode to IVR. Each key can transfer callers to a Z360 user or an external U.S. phone number. Keep menus short, use clear destinations, and test every keypress route after editing. If your IVR uses the
* key, Z360 announces it as “star” for callers.
Can I forward every inbound call from a Z360 number?Yes. Edit the phone number, set Receiving Mode to Transfer, and enter the Transfer Number. This sends every inbound call for that number to the external number you choose. What happens when all receiving teammates are busy?
When call queueing is available for the phone number, callers can wait until a receiving teammate is free. Z360 announces an estimated wait time and then moves the caller forward when a teammate becomes available.
Adding Tickets, Notes, and Reminders from Inbox
7. Can I create a ticket directly from a conversation?Yes. Open a conversation and click Add Ticket. The ticket is automatically linked to that conversation. 8. What is the best use case for Notes vs Reminders?
- Notes: internal context for your team
- Reminders: follow-ups tied to a date/time
Yes. As soon as you start a new conversation, you can attach a ticket, note, or reminder right away. 10. Can notes, tickets, and reminders include rich formatting or mentions?
Yes. Use formatting for clearer internal context and mention teammates when you need them to review or act. Mention notifications depend on each teammate’s notification preferences.
Managing Conversations
11. What can I search conversations by?You can search conversations using:
- Name
- Email address
- Phone number
You can filter by:
- Type
- Status
- Assignee
- Channel
- Favorite
- Date range
- Unread status
- Call direction when available
- Lead form field values when available
Bulk Select lets you select multiple conversations at once for available bulk actions, such as assigning, archiving, unarchiving, or deleting conversations. 14. What does Take over mean?
Take over lets a human agent take control of a conversation currently being handled by another agent or flow, so you can reply directly. 15. What happens when I favorite a conversation?
Favoriting marks the conversation as important and allows you to filter for favorites later for quick access. 16. What are thumbs up and thumbs down buttons on AI responses?
Use response feedback buttons to rate AI-generated responses. This helps your team review quality and improve AI behavior over time. 17. What happens when I message a DND or blocked contact?
Z360 shows a message instead of failing silently. DND blocks outgoing communication, while Block Contact stops incoming and outgoing communication. 18. What happens when I call a DND or blocked contact?
Z360 checks the contact before placing a browser call. If the contact has DND enabled or has blocked calls, Z360 stops the call before the recipient’s phone rings. How can I spot unread conversations quickly?
Unread conversations stand out more clearly in the inbox list. You can also use the unread filter, often together with assignee or channel filters, to focus on new customer activity.
Viewing Conversation Details
19. What is the Details panel used for?The Details panel shows everything related to the conversation in one place, including:
- Tickets
- Notes
- Reminders
- Inquiries
- Threads
- Activities
- Tags
Phone conversations are grouped by the same To + From phone numbers, and can include calls, SMS, voicemails, tickets, notes, and reminders linked to that thread. 21. What is special about phone call threads?
Each call can include:
- Recording
- Transcript
- Transcript translation when available
- AI-generated summary
- Conference participant activity
Yes. Each section supports filtering like current conversation vs all conversations, status or priority for tickets, and date range or channel type for threads. 23. Can conversations include attachments, MMS, RCS, or SMS reactions?
Yes. Depending on the channel, conversations can include attachments, images, MMS or RCS-style rich content, and SMS reactions from contacts. Review attachment previews before opening files. 24. Do Inbox conversations update in real time?
Yes. New messages and conversation changes can appear automatically while you are working in the Inbox. If the list looks stale, refresh the page and check your connection. 25. Why is older email text hidden in a reply?
Z360 collapses older quoted email content so the newest message stays easy to read. Expand the quoted section when you need to review the previous email body. 26. What happens when the original email, phone, or fax channel is deleted?
The conversation history stays visible. Z360 explains whether the From channel was deleted or is unavailable. Create a new conversation with an active channel, or reactivate the unavailable channel when that is the right fix. 27. What are the small icons on conversation avatars?
They identify the conversation channel, such as email, SMS, phone, live chat, or another supported type, so you can scan the Inbox faster. 28. Do outbound call transcripts show who was speaking?
Yes. Outbound call transcripts identify speakers so you can distinguish teammate and customer speech more easily. 29. Why does an Ask Z message appear as an agent message?
Messages sent by Ask Z are shown as agent messages so the thread clearly identifies them as Z360-sent responses instead of unknown sender messages. 30. What Inbox views are available?
Inbox includes focused views such as Your Inbox, All, Created by you, Unassigned, Emails, Phone & SMS, Live chat, Tickets, Leads, Notes, and Archived. Your team can also create saved views from filters. 31. Can I filter messages inside one conversation?
Yes. Open the message filter from the conversation header and filter by Sender or Message Type. Use Reset to clear message filters. 32. Can I use Inbox filters on mobile?
Yes. On mobile, you can switch Inbox views, search and sort conversations, open the filter drawer, and filter messages inside a conversation. 33. Where do form submissions appear in Inbox?
Form submissions appear in the contact’s email or text conversation when Z360 can match the submitted email or phone number. This keeps form intake and follow-up in the same customer history instead of a separate Forms thread. 34. Can AI Experts work inside Inbox conversations?
Yes. Supported AI Experts can use the conversation context and continue as new messages arrive. Review expert output before approving actions or sending customer-facing replies.
Inbox Settings
35. How do I connect email accounts?Go to Settings > Emails, choose Gmail, and complete Google authentication. Connected accounts show up in the list. 36. What are Email Assignees and why do they matter?
Email assignees control which team members can manage conversations coming into a specific email address. 37. How do phone settings work?
In Settings > Phone, you can:
- Label numbers
- Choose Direct users, IVR, or Transfer receiving mode
- Set receiving users for direct-user routing
- Forward every inbound call to an external number
- Set who can make calls
- Set default assignees
- Enable or disable texting per number
- Set outside-working-hours and no-answer fallback behavior
- Save and sync E-911 emergency address details
- Use the organization IVR menu when callers should choose a destination
- Apply working-hours behavior across direct-user, IVR, transfer, and supported AI-agent routing
- Delete numbers
- Buy new numbers
Yes. Edit the phone number, open Advanced, and turn Enable Texting off. Use this when a number should be call-only or should not send SMS/MMS. 38. Can I choose which devices ring for calls?
Yes. Call preferences by device let users control which web, Android, or iOS devices should ring for incoming calls. 39. Why do I need A2P 10DLC?
A2P 10DLC verification is required to activate reliable and compliant SMS/calling features. 40. How do I enable Livechat on my website?
Go to Settings > Live Chat, copy the widget code from Widget Embed Code, optionally customize the main page greeting and welcome message, and paste the code into your website header/footer. 41. Who should be assigned to Livechat?
Recommended: assign an AI agent as default for instant responses, then allow human takeover as needed. Can I customize the Livechat widget’s look and notice text?
Yes. In Settings > Live Chat, use General to update the main page greeting, welcome message, default assignees, and Conversation Notice. Use Appearance to choose light or dark theme, brand color, brand text and icon color, and a custom widget logo.
DND vs Block Contact
42. What does DND do in Inbox?DND blocks only outgoing communication. Incoming messages can still arrive. 43. What does Block Contact do?
Block Contact blocks all incoming and outgoing communication.
Vonage call forwarding
44. Can I forward to multiple numbers?The basic forwarding feature supports one external number. For multiple destinations, you may need to use call groups or more advanced routing rules. 45. Will callers know they have been forwarded?
Callers typically will not know they are being forwarded unless you configure a specific announcement. 46. Can I forward to a mobile phone?
Yes, you can forward to any valid phone number, including mobile phones, landlines, or other VoIP services. 47. What happens if the external number does not answer?
This depends on the external number’s voicemail settings. Typically, it will go to that number’s voicemail. 48. How do I disable after-hours forwarding?
Return to the after-hours schedule settings and either disable the forwarding rule or change it to a different call handling option.