With Drift, you have the ability to manage and configure your inbox(es). This can help you direct all conversations from specific Playbooks into a designated space! 

For instance, you may want to set up a Sales inbox and a Support inbox. Your sales-oriented Playbooks will populate that inbox, while any conversations from a support-related Playbook will go to the other!


Billing Plan: Managing Inboxes for Conversations is available on all Drift plans. Some of the features listed in this doc are plan specific and that plan information can be found in the description for each feature.

Intended Audience:

• Admin

In this article, we'll cover:

• Setting Up An Inbox
• Choosing a Playbooks Inbox
• Important Things To Note
• Frequently Asked Questions

 

Setting up an Inbox

To add to or edit your inbox(es), go to Settings > App Settings > Chatbot > Settings > Inboxes.

When you create a Drift account, we automatically set up a default inbox for you. This inbox will always be your default inbox and that status can not be transferred. You can, however, edit the name of your inbox by opening the inbox in your settings. 

Conversations started from the Default Greeting will always populate this inbox.

To add a new inbox, simply click "Create Inbox." You'll be brought to a page where you can name the inbox and set up the public email address associated with it. The public email address associated with that inbox will allow people to reply to conversations or contact you there via email.
 

Allowing Drift to Send Emails from your Domain

You can white label Drift to send emails from this inbox and on behalf of your domain through DKIM! For detailed information on setting this up, read the help doc here.

Configuring DKIM is available on our Standard plan and above.

Setting up an Inbox to Receive Fallback emails

To ensure that you can receive replies to your fallback emails after changing the public address from the default, you'll need to set up DKIM for the domain on that email address. You can find the full directions on configuring DKIM here.

Finally, on the email provider's side, go to that public email address you set for your Drift inbox and set that email to forward to the forwarding address you see within that Drift inbox's settings.

This is to ensure that email replies from your conversations populate in your inbox.

Choosing a Playbook's Inbox

Once you've configured more than one (1) inbox, you can select which Playbooks you'd like to point to each inbox. 

For Bot Playbooks, click Settings in the top navigation bar, and select an inbox from the dropdown in the Target Inbox section. Remember to publish your changes!

 

Important Things to Note 

While Free accounts can not have multiple inboxes configured, you do have the ability to rename your default inbox here, under Inboxes. However, you won't be able to change the name of the public email address associated with this inbox.
 

Deleting Inboxes

You can delete inboxes to remove them from your settings. While this does not technically delete the conversations that lived in that inbox, it does make them hard to find. You would need to pull a conversation report to see them within your Drift account.

We strongly recommend you never delete your default inbox.

If you choose to delete an inbox, we recommend first disabling any Playbooks pointing to that inbox and redirecting them so that you don't lose any conversations.

FAQs

Conversations started from my Conversational Landing Pages only go to my default inbox, not the target inbox I set for the Playbook. Why is that?

Currently, for conversations started from an interaction on a landing page, the target inbox setting is not evaluated if the Playbook is turned off. Making sure your Playbooks are toggled ON will allow this setting to be respected. For the full workaround solution, check out the FAQs section of this doc.