Sookly
ENไทย

Create your first inbox

Set up an inbox that routes new conversations to the right team.

Who this is for: AdminEstimated time: 15 minutes

Table of contents

Prerequisites

  • You have admin access in Sookly.
  • You know your initial support workflow and owners.

Steps

  1. Go to Settings → Inboxes and click Create Inbox.
  2. Use a specific inbox name such as Support, Sales, or Billing.
  3. Add inbox members who should own incoming conversations.
  4. Set default assignment behavior for new threads.
  5. Connect a channel to the inbox and send a test message.
  6. Confirm assignment and reply behavior from an agent account.

What success looks like

  • New conversations appear in the correct inbox.
  • Inbox members can assign and respond.
  • Ownership is clear for first-touch handling.

Common issues and fixes

  • Issue: Messages arrive in a different inbox.

    Fix: Update channel mapping to the intended inbox and test again.

  • Issue: Agents can see the inbox but cannot reply.

    Fix: Check role permissions and ensure the user is an inbox member.