Give an agent inbox access
Add an existing agent under Collaborators for each inbox they should use. This is required even after inviting them to the account.
Add the agent as a collaborator
An agent can belong to your account without belonging to an inbox. Collaborators is the list of people allowed to use that specific inbox.
- Sign in as an administrator at app.bow.chat.
- Go to Settings → Inboxes.
- Open the intended inbox's settings. Use Edit settings from the inbox list if shown.
- Open Collaborators.
- Select the agent in the Agents list. Keep the existing collaborators who still need access selected.
- Review Role in this inbox for the agent. Use account role inherits their account role; selecting a custom role overrides it for this inbox.
- Click Update to save.
- Ask the agent to refresh or reopen Bow Chat, select the right account and open the inbox.
Repeat these steps for every inbox the agent should use. Adding them to one number does not grant access to your other numbers.
If the agent is not in the list
First add the agent to this account under Settings → Agents. Check that you are editing the same account and have saved the invitation.
If the inbox appears but has no messages
Check the agent's role and filters. An assigned-only agent needs a conversation assigned to them, or one they participate in. Mine, Unassigned, All, open/resolved status and other filters change what is shown; All still respects the person's permissions.
Do not grant Administrator just to make messages appear. Troubleshoot access in order.
Change or remove access
Return to Collaborators, remove only the person who should lose this inbox, keep the other intended collaborators, and click Update. Review access to other inboxes separately.
Next: Test the agent's access.