Q. Why are emails appearing in our Voice-only Inbox?

Generally speaking, Gladly routes Customers to Inboxes based on the Channel used and the Channel’s Entry Point setting. In certain situations, if a new inbound email comes in the same email thread as any existing email Conversation, the Conversation will be assigned to the Inbox of the Conversation where the prior email from the thread resided instead of the email’s Entry Point Inbox so that the Conversation could be kept within the same department/team (Inbox) that worked on it last. This is common if a Customer calls first and then sends an email, which is why an email may appear in a Voice Inbox.