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In “Unified Inbox” we have the following modules namely

  • Communication Channel

  • Inbox Configuration

  • Unified Inbox Dashboard

  • All Messages

In order to access/view features, and perform various operations that these modules offer we have the following permissions which can be granted or revoked from Back Office Manager in Maxxton Software.

For Communication Channel

Permission Name: Customer Care - Communication Channel

Impact: By Granting This Permission user can view all the communication channels and can configure them and their routing rules.

For Inbox Configuration

Permission Name: Customer Care - Inbox Configuration

Impact: By Granting This Permission user can view all the inboxes and can configure them. Also, users can configure/link employees, templates, and categories to these inboxes.

For Unified Inbox Dashboard

Permission Name: Customer Care - Unified Inbox Dashboard

Impact: By Granting This Permission users can access 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 the employee configuration in the inbox. By employee configuration we mean in unified inbox we can create and configure inboxes with help of “Inbox Configuration” module. These inboxes can be linked to multiple users(employees) based upon this configuration user (employee) will be able to access messages from the inboxes that they are linked to) or this setting can be overruled by having the ''Access All Inboxes'' permission which will be explained below.

For All Messages Dashboard

Permission Name: Customer Care - Access all messages modules

Impact: By 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 in unified inbox we can create and configure inboxes with help of “Inbox Configuration” module. These inboxes can be linked to multiple users(employees) depending upon this configuration user(employee) will be able to access messages from the inboxes that they are linked to) or this setting can be overruled by having the ''Access All Inboxes'' permission which will be explained below.

For Accessing All Inboxes

Permission Name: Customer Care - Access all inboxes

Impact: By Granting This Permission users can access messages from all the inboxes regardless of whether inboxes are configured for them or not. (In simple terms users can view messages from all inboxes that might be linked 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 will be seeing on “Unified Inbox Dashboard“ and “All Messages“.

If Above permission is not there and also user doesn’t have any inboxes configured/assigned then the screens will remain empty. In that case inbox can be configured for the user or above permission can be granted to that user (only if the user has supervisor role).

Impact Of Permission Combinations For Unified Inbox

Unified Inbox
Dashboard Permission 

All Messages Permission

Access All Inboxes Permission

Impact

Is Permission Granted

  1. Unified Inbox Dashboard is visible

  2. All messages Dashboard is not visible.

  3. Data which will be visible on unified inbox dashboard will be only from inboxes which are assigned to you.

Is Permission Granted

  1. Unified Inbox Dashboard is visible

  2. All messages Dashboard is also visible.

  3. Data which will be shown on both the dashboards will be only from the inboxes which are assigned to you.

Is Permission Granted

  1. Unified Inbox Dashboard is visible.

  2. All messages Dashboard is also visible.

  3. Data which will be shown on both the dashboards will be from all the inboxes whether they are assigned to you or not.

Is Permission Granted

  1. Unified Inbox Dashboard won’t be visible.

  2. All messages dashboard will be visible.

  3. All data is visible on all messages dashboard.

Is Permission Granted

  1. 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

  1. No permission to unified inbox module at all.

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