Gladly Help

Managing the Inboxes to which your Agents are assigned is crucial for keeping your contact center running smoothly. This ensures that Agents with the appropriate skill sets are assigned to the correct Inbox. From time to time, you may need to reassign Agents to another Inbox to decrease wait times or the number of requests in other Inboxes, or you may simply need to remove Agents from an Inbox.

Add or remove Agents from an Inbox #

There are two ways to add or remove Agents from an Inbox:

• Inbox settings
• User settings (Administrator only)

Inbox Settings #

1. Click the menu icon on the top left corner of the screen.
2. Click Settings.
3. Under the Orchestration category, click Inboxes. The Inboxes page will show you a list of Inboxes you currently have.
4. Hover over the Inbox you want to add/remove Agents from. To the right, click the pencil icon.
5. Scroll down to the Agents section that shows the names of Agents assigned to the Inbox.
6. Use the search feature to find Agenta by name or email address. Agents appear below the search bar as they’re added.
   • To remove an Agent from an Inbox, click X.
7. Click Save.

User Settings (Administrator only) #

See Edit User Details for more information on how to edit Inbox assignments from the Users page.

1. Click the menu icon on the top left corner of the screen.
2. Click Settings.
3. Under the People category, click Users. The Users page will show you a list of all of your Gladly users. For ease, you can also see a preview of roles assigned to users, the Teams they belong to, the number of Inboxes they belong to, and their account status.
   • Use the search feature to quickly find users by name, email, or role.
   • Sort the Name, Email, Roles, Teams, Inboxes, and Status columns by clicking the header name.
4. Hover over the user you want to edit, click the kebab menu icon (three dots) to the right of the user, then click Edit User.
5. Scroll down to the Inboxes section.
   • Inboxes – Assign/unassign Inbox(es) to the user. Use the search feature to search all of your available Inboxes.
     • Every Inbox the user is assigned to appears below the search bar. To unassign an Inbox, click X.
       
6. Click Save.

Unassign/assign Inboxes in bulk #

Use the CSV Export feature to assign/unassign Inboxes in bulk. Delete the Inboxes listed in the inboxes column to unassign Inboxes the user is assigned to.