Why use boxes
When the number of conversations grows, a single inbox quickly becomes difficult to manage.
Boxes allow you to:
Reduce inbox overload
Automatically and evenly distribute conversations
Assign a dedicated workspace to each chatter
Improve response speed
Maintain a clear organization, even with multiple chatters on the same shift
Activating the Divided Inbox
Enable inbox split
Go to Inbox settings
Enable Enable inbox split
Select the number of boxes
The maximum number of boxes is 9.
Changing the number of boxes may impact the conversation order.
How boxes work
Automatic and balanced distribution
Conversations are automatically distributed across boxes
The system applies a round-robin logic
Each new conversation is assigned to the next box
The goal is to keep an even number of conversations per box
This ensures a balanced workload across the team.
Organizing chatters’ work
One box per chatter
When multiple chatters are on the same shift, each chatter can work within their own box.
This avoids overlap, improves focus, and ensures smoother conversation handling.
Multi-box management
A chatter can select:
A single box
Multiple boxes at the same time
When multiple boxes are selected, they are merged into a single unified view.
Role management
The Owner and Admins can:
Enable or disable the Divided Inbox
Define the number of active boxes
Chatters use the configured boxes without the ability to modify the overall structure.
Conversation identification
Each conversation clearly displays the box number it is assigned to.
This improves visibility, workflow consistency, and makes conversation ownership immediately clear.
Key benefits
Clear and structured conversation management
Automatic and fair workload distribution
Time savings for chat teams
Reduced errors and duplicate handling
Designed for high-volume agencies
Improved overall team performance
Key takeaway
The Divided Inbox brings structure and scalability to conversation management on Offmy.
It enables agencies to handle large volumes of conversations efficiently while maintaining clarity, speed, and performance.