Get started with Inbox
To use Inbox, you need an active Infobip account with the Inbox product enabled.
- If you do not have an account, sign up (opens in a new tab) for a free account. New users receive a 60-day free trial. For more information, see Create an account.
- To upgrade to a paying account, select Add funds at the top of the page. For more information, see Paying account.
Configure users and permissions
Assign the appropriate Inbox roles to user profiles to configure access to Inbox.
- Inbox Setup - Create and manage queues, routes, automations, and system settings.
- Agent for Inbox - Respond to conversations assigned to them.
- Analytics for Inbox - Monitor dashboards, schedule reports, and access analytics data.
- Supervisor for Inbox - Manage all conversations across queues, regardless of assignment.
- Viewer for Inbox - View conversations in assigned queues. Does not consume a seat or allow replying to conversations.
Roles can be combined. A user cannot have both agent and supervisor roles because the supervisor role includes all agent permissions. Every user with an Inbox role must have an active seat, except users with the Viewer for Inbox role.
Learn more about managing roles and users.
Permission-based access in Inbox
Inbox uses a permission-based access control (PBAC) model to manage what users can see and do in the product.
Instead of relying on fixed roles, PBAC assigns access at the individual permission level. This approach allows teams to precisely control user capabilities while remaining flexible as workflows, responsibilities, and organizational needs evolve.
Modern support teams often require highly specific access configurations. Different users, such as agents, supervisors, admins, or specialists, may need distinct combinations of capabilities depending on their responsibilities.
Permission-based access enables accurate definition of these combinations without being constrained by predefined role structures.
Key benefits of permission-based access
- Better access control: Permissions are assigned at the individual level, which allows you to control exactly which actions a user can perform.
- Flexibility and customization: Permission-based access allows you to combine permissions as needed, rather than relying on predefined roles.
- Improved security and compliance: Limiting users to only the permissions they require helps reduce unnecessary access.
- Managing complex user scenarios: Permissions can be scoped to specific features or modules in Inbox.
Permissions behavior and dependencies
Permissions that belong to a default role cannot be edited. To change the set of permissions, you must duplicate the default role and update the permissions on the copied role.
Most Inbox permissions require the user to have an active seat. The only exception is Viewer for Inbox, which can be assigned without an active seat.
View-only access without an active seat
Any user who has an Inbox view permission (inbox/conversations/view) can access conversations in a view-only mode, even if they do not have an active seat.
In this case, the user is treated as an Inbox viewer. They can view conversations and can be added to queues as a viewer, but cannot interact with conversations.
This behavior applies even if the user is assigned a default Agent or Supervisor role that includes the inbox/conversations/view permission, but does not have an active seat assigned. As a result, the user remains an active viewer in Inbox.
Seat visibility for users with custom roles
For users assigned to custom roles that include Inbox permissions, the system cannot always determine the exact level of Inbox access based on a default role.
These users are therefore shown as having no default role in seat management views. This helps identify users who may be consuming a seat without requiring full Inbox access and supports better seat usage review and optimization.
How permissions work in Inbox
In Inbox, each feature or action is controlled by a discrete permission. Permissions can be combined to create custom access configurations that match your team's needs.
Available permissions in Inbox
The following table lists all available permissions and explains what each permission allows a user to do.
Set up channels
Configure the messaging channels you want to use with Inbox.
Go to Inbox settings → Channels to enable and configure channels.
Inbox supports the following channels:
- SMS
- Live Chat
- Messenger
- Viber
- Telegram
- RCS
- LINE
- KakaoTalk
- Apple Messages for Business
- Voice and Video
- Open Channel
- Social media: Facebook Posts, Instagram Posts, and Google Play Store Reviews
For channel-specific setup instructions, see Messaging channels.
Configure queues and routing
Set up queues and routing rules to direct conversations to the right agents.
- Go to Inbox settings → Basic settings to configure working hours, agent statuses, and general settings.
- Create queues and define routing rules to distribute conversations to agents based on skills, availability, or other criteria.
- Configure service level agreements (SLAs) and escalation rules in Service quality.
Start managing conversations
Once your channels and queues are set up, agents can start managing conversations.
- Go to Inbox conversations to access the agent workspace.
- Review the workspace overview to understand My Work and All Work views.
- Learn how to communicate with customers and use productivity tools such as templates, macros, and Inbox copilot.
Set up calls
If your contact center handles voice interactions, set up calls in Inbox.
- Follow the set up calls guide to configure voice channels.
- Review the agent guide for calls for handling inbound and outbound calls.
Monitor performance
Track agent performance and conversation metrics using Inbox reports and analytics.
- Reports - Access detailed reports about conversations, queues, agents, channels, and customer satisfaction.
- Inbox analytics - Monitor live dashboards for active calls, conversations, queues, and agent activities.