Add and Remove Agents From an Inbox
  • 14 Apr 2022
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Add and Remove Agents From an Inbox

  • PDF

REQUIRED USER ROLE 
Administrator, Team Manager

Managing which Inboxes your Agents are assigned to is an important part of keeping your contact center running smoothly. This ensures you have Agents with the right skill sets assigned to the proper Inbox. From time to time, you may also need to reassign Agents to help decrease wait times or the number of requests on other Inboxes.

Add or remove Agents from an Inbox

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

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 Agent 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 located 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, Teams they belong to, the number of Inboxes they belong to, and their account status.
    • Use the search feature to find users by name, email, or role quickly.
    • 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.

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