How can I create sub-inboxes in my Crisp Workspace?
This is the preview of the Sub-Inbox feature, coming soon with the Crisp V4 this year 🚀
From your Crisp Inbox, you can now create sub-inboxes, which separate (or not) conversations and teams. This guide walks you through this feature and explains how you can leverage it to improve customer experience operations.
Each Crisp workspace offers an omnichannel inbox that gathers teams, conversations, data, and knowledge in one place. From this general inbox, companies can create sub-inboxes through a simple, no-code setup. Crisp Inbox is capable of handling more than 10 communication channels and is also where your teams meet, collaborate, and work toward clients' success.
Common usage include:
Department or team segmentation through specific sub-inboxes being assigned to teams or departments. Inquiries are routed immediately to the right inbox and stay invisible to other departments.
Escalation and issue tracking for conversations that require supervisor intervention. Managers and top-tier support staff are only requested for complex cases without cluttering the primary inbox.
Channel-specific support is provided through sub-inboxes created to handle conversations from a specific communications channel (email, WhatsApp, Messenger, phone, etc.).
Folders in your good old email inbox to classify conversations depending on the subject of the conversation.
This guide covers all the basics for creating your first sub-inbox and provides the necessary resources to achieve a complex setup.
Sub-inboxes are only available from the Unlimited Plan
Similarly to your regular main inbox, inside of a sub-inbox you can apply filters, mention operators who are members of that inbox, view the amount of unread messages, re-assign conversations or create routing rules for instance!
To create a sub-inbox, go to Settings > Message Settings > Sub-inboxes and click on "Add a sub." See the screenshot below for reference.
Choose a name and pick an emoji that fits your purpose in your sub-inbox.
Define the privacy settings you want your sub-inbox to benefit from.
Create the filter that will route the conversation to the right place.
And voilĂ ! You just created your first sub-inbox.
Note that conversations that existed before the sub-inbox was created will not be shown inside the sub-inbox unless you forward them yourself.
At some point in a conversation, you may want to reassign it to another team or customer segment. Forwarding a conversation to a sub-inbox is super easy.
Sub-inbox is a powerful feature that opens a new world to companies handling customers and leads communication in Crisp. We have gathered 3 specific use cases you can do yourself without technical requirements.
Assigning different sub-inboxes to specialized teams (e.g., sales, technical support, billing) allows inquiries to be routed directly to the relevant department. This improves response times and ensures that specialized agents handle queries pertinent to their expertise, leading to faster and more accurate resolutions.
Sub-inboxes can be used to escalate issues or cases requiring supervisor intervention, which helps the "main inbox" stay focused on daily inquire,s while more complex ones are handled by support specialists and technical people. This allows managers or higher-tier support staff to manage and resolve complex cases without being flooded by all the other conversations, ensuring high-priority issues are tracked and resolved efficiently.
Still have questions about Sub-inboxes that weren’t covered in this guide? You may find the answers here!
Here is a collection of the most frequently asked questions, along with extra resources to help you better understand how this feature works and dive deeper on this topic.
If your question isn’t listed here, feel free to contact us directly via chat. We're available!
Yes, as a member you have access to all conversations of that sub-inbox.
For privacy purposes, if you try to access a conversation from a sub-inbox you’re not a member of, the request will fail. You will also not receive notifications for these conversations if you are not a member.
Only owners can create, manage and remove sub-inboxes.
Owners can invite new members into that sub-inbox, but also configuring the rules of that inbox (to determine which conversations should be routed to that sub-inbox).
If an owner deletes a sub-inbox, note that the conversations will not be lost, instead they will be merged back into your main inbox, so no worries!
From your Crisp Inbox, you can now create sub-inboxes, which separate (or not) conversations and teams. This guide walks you through this feature and explains how you can leverage it to improve customer experience operations.
Each Crisp workspace offers an omnichannel inbox that gathers teams, conversations, data, and knowledge in one place. From this general inbox, companies can create sub-inboxes through a simple, no-code setup. Crisp Inbox is capable of handling more than 10 communication channels and is also where your teams meet, collaborate, and work toward clients' success.
Common usage include:
Department or team segmentation through specific sub-inboxes being assigned to teams or departments. Inquiries are routed immediately to the right inbox and stay invisible to other departments.
Escalation and issue tracking for conversations that require supervisor intervention. Managers and top-tier support staff are only requested for complex cases without cluttering the primary inbox.
Channel-specific support is provided through sub-inboxes created to handle conversations from a specific communications channel (email, WhatsApp, Messenger, phone, etc.).
Folders in your good old email inbox to classify conversations depending on the subject of the conversation.
This guide covers all the basics for creating your first sub-inbox and provides the necessary resources to achieve a complex setup.
Sub-inboxes are only available from the Unlimited Plan
Similarly to your regular main inbox, inside of a sub-inbox you can apply filters, mention operators who are members of that inbox, view the amount of unread messages, re-assign conversations or create routing rules for instance!
How do I create a sub-inbox?
To create a sub-inbox, go to Settings > Message Settings > Sub-inboxes and click on "Add a sub." See the screenshot below for reference.
Choose a name and pick an emoji that fits your purpose in your sub-inbox.
Define the privacy settings you want your sub-inbox to benefit from.
Create the filter that will route the conversation to the right place.
And voilĂ ! You just created your first sub-inbox.
Note that conversations that existed before the sub-inbox was created will not be shown inside the sub-inbox unless you forward them yourself.
How do I forward a conversation to a sub-inbox?
At some point in a conversation, you may want to reassign it to another team or customer segment. Forwarding a conversation to a sub-inbox is super easy.
What are the common use cases with sub-inboxes?
Sub-inbox is a powerful feature that opens a new world to companies handling customers and leads communication in Crisp. We have gathered 3 specific use cases you can do yourself without technical requirements.
Routing conversations to dedicated sub-inboxes for departments or teams
Assigning different sub-inboxes to specialized teams (e.g., sales, technical support, billing) allows inquiries to be routed directly to the relevant department. This improves response times and ensures that specialized agents handle queries pertinent to their expertise, leading to faster and more accurate resolutions.
Routing to conversations to dedicated sub-inboxes for support escalation and complex issue tracking
Sub-inboxes can be used to escalate issues or cases requiring supervisor intervention, which helps the "main inbox" stay focused on daily inquire,s while more complex ones are handled by support specialists and technical people. This allows managers or higher-tier support staff to manage and resolve complex cases without being flooded by all the other conversations, ensuring high-priority issues are tracked and resolved efficiently.
Frequently Asked Questions
Still have questions about Sub-inboxes that weren’t covered in this guide? You may find the answers here!
Here is a collection of the most frequently asked questions, along with extra resources to help you better understand how this feature works and dive deeper on this topic.
If your question isn’t listed here, feel free to contact us directly via chat. We're available!
If I am a member of a sub-inbox, can I access all the conversations of that sub-inbox?
Yes, as a member you have access to all conversations of that sub-inbox.
For privacy purposes, if you try to access a conversation from a sub-inbox you’re not a member of, the request will fail. You will also not receive notifications for these conversations if you are not a member.
Can anyone create and manage sub-inboxes?
Only owners can create, manage and remove sub-inboxes.
Owners can invite new members into that sub-inbox, but also configuring the rules of that inbox (to determine which conversations should be routed to that sub-inbox).
If an owner deletes a sub-inbox, note that the conversations will not be lost, instead they will be merged back into your main inbox, so no worries!
Updated on: 02/10/2024
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