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Communication Channel
Inbox Configuration
Unified Inbox Dashboard
All Messages
In order to access /or view features , and perform various operations that these modules offer, we have the following permissions, which can be granted or revoked from the Back Office Manager in Maxxton Software.
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Permission Name: Customer Care - Communication Channel Impact: By Granting This Permission granting this permission, the user can view all the communication channels and can configure them and their routing rules. |
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Permission Name: Customer Care - Inbox Configuration Impact: By Granting This Permission granting this permission, the user can view all the inboxes and can configure them. Also, users can configure /or link employees, templates, and categories to these inboxes. |
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Permission Name: Customer Care - Unified Inbox Dashboard Impact: By Granting This Permission granting this permission, users can access the Unified Inbox Dashboard. In the Unified Inbox Dashboard, the user can see at most only 50 unanswered messages from the inboxes that the user has access to. The messages that the user sees depend upon on the employee configuration in the inbox. By employee configuration, we mean that in a unified inbox, we can create and configure inboxes with the help of “Inbox Configuration” the “Inbox Configuration" overridden configuration, the users (employees), and the module. These inboxes can be linked to multiple users (employees), and based upon this configuration, the user (employee) will be able to access messages from the inboxes that they are linked to) , or this setting can be overruled overridden by having the ''“Access All Inboxes''” permission, which will be explained below. |
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Permission Name: Customer Care - Access all messages modules Impact: By Granting This Permission granting this permission, users can access the All Messages Dashboard. In the All Messages, the user can access both answered and unanswered messages for all the inboxes that they have access to. This depends on the employee configuration in the inbox. By employee configuration, we mean that in a unified inbox, we can create and configure inboxes with the help of the “Inbox Configuration” module. These inboxes can be linked to multiple users (employees), and depending upon on this configuration, the user (employee) will be able to access messages from the inboxes that they are linked to) , or this setting can be overruled overridden by having the ''"Access All Inboxes''" permission, which will be explained below. |
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Permission Name: Customer Care - Access all inboxes Impact: By Granting This Permission granting this permission, users can access messages from all the inboxes, regardless of whether those inboxes are configured for them or not. (In simple terms, users can view messages from all inboxes that might be linked to them or not linked to them.) . This permission gives the above-mentioned behavior to both the “Unified Inbox“ and “All Messages“ dashboards and is applicable to both. |
This Above permission just controls the visibility or accessing of the messages based on inbox configurations. So, it’s just related to the data that user users will be seeing on the “Unified Inbox Dashboard“ and “All Messages“Messages."
If Above the above permission is not there and also the user doesn’t have any inboxes configured /or assigned, then the screens will remain emptynot show any messages at all. In that case inbox can be configured for the user or above permission can be granted to that user (only if the user has is supervisor role).
Impact Of Permission Combinations For Unified Inbox
Unified Inbox | All Messages Permission | Access All Inboxes Permission | Impact | |
Is Permission Granted | 
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Is Permission Granted |
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Is Permission Granted |
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Is Permission Granted |
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Is Permission Granted |
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| This scenario is not possible. You need to have any one of unified inbox dashboard or all messages permissions to view messages. |
Is Permission Granted |
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| No permission to unified inbox module at all. |
