An Inbox in Support Portal represents a configured connection to a communication channel. Each Inbox receives customer messages from a specific source — such as a website widget, email address, or messaging platform — and surfaces them as conversations on the Dashboard.
Operational objective
Inboxes define the entry points through which customers reach your organization. Configuring the appropriate set of Inboxes ensures that all relevant communication channels are monitored, that conversations are attributed to the correct source, and that channel-specific settings (such as business hours and greeting messages) are applied consistently.
Supported channel types
Support Portal supports the following channel types:
- Website — Embedded live-chat widget for web properties
- Email — Inbound email integration
- Facebook — Facebook Messenger conversations
- Twitter — Direct messages and mentions
- WhatsApp — WhatsApp Business messaging
- SMS — Text message conversations
- Telegram — Telegram bot integration
- Line — Line messaging platform
- API — Custom channel integration via the API
Creating an Inbox
There are multiple navigation paths to the Inbox creation interface:
- From the onboarding screen — Select the create-inbox prompt presented during initial workspace setup.
- From Settings — Navigate to Settings > Inboxes and select Add Inbox.
- From the sidebar — Select + New Inbox beneath the existing Inbox list on the Dashboard sidebar.
After selecting a channel type, the system presents a channel-specific configuration wizard. Provide the required parameters for the selected channel and complete the setup steps.
Expected system behavior
Once an Inbox is provisioned, incoming messages from the connected channel appear as new conversations on the Dashboard. Each conversation carries the Inbox identifier, enabling agents to determine the originating channel at a glance. Inboxes are also available as filter criteria, automation conditions, and reporting dimensions.
Channel-specific configuration
Each channel type requires distinct configuration parameters. Refer to the dedicated channel setup documentation for detailed instructions:
- Website live-chat channel
- Email channel
- Facebook Messenger channel
- Twitter channel
- WhatsApp channel
- SMS channel
- Telegram channel
- Line channel
- API channel
Governance implications
The number and type of active Inboxes should reflect your organization's supported communication channels and service-level commitments. Each Inbox introduces an additional source of conversation volume; ensure that agent capacity and routing rules account for all connected channels.