Unified Inbox Permissions

Owned by Binish Shams
Last updated: Dec 20, 2022
5 min read

In “Unified Inbox” we have the following modules namely

  • 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.

For Communication Channel

Permission Name: Customer Care - Communication Channel

Impact: By granting this permission, the user can view all the communication channels and configure them and their routing rules.

For Inbox Configuration

Permission Name: Customer Care - Inbox Configuration

Impact: By granting this permission, the user can view all the inboxes and configure them. Also, users can configure or 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 the Unified Inbox Dashboard.

In the Unified Inbox Dashboard, the user can see at most 50 unanswered messages from the inboxes that the user has access to.

The messages that the user sees depend 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" 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 overridden by having the “Access All Inboxes” permission, which will be explained below.

For All Messages Dashboard

For Accessing All Inboxes

 

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

 

 

 

 

 

 

 

 

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

 

 

 

 

No permission to unified inbox module at all.