Getting started with Conversations

How to create an Inbox

When you first get started with Conversations you'll be asked to create your first Inbox. Each Inbox represents an area where you'll handle Chat and/or Email, related to the same subject area.

It can be helpful to manage multiple Inboxes if you have several teams working with different types of customers, or if you work with different products or services. You might have different Inboxes for Sales, Marketing and Support teams, each managing their Conversations separately.

If you're brand new to Conversations:

1. Click the button to Create your first Inbox. By default your Inbox will be called 'Support', but you can rename it at any time.
2. You'll now be taken through a 'New Inbox Wizard' which will guide you through setting up a new Chat or Email channel in your new Inbox.

If you want to setup additional Inboxes:

1. Click on your Inbox name in the top left corner.
2. Use the option to Create another Inbox.
3. Give the Inbox a name and click Continue.
4. You'll now be taken through a 'New Inbox Wizard' which will guide you through setting up a new Chat or Email channel in your new Inbox.

How to add a new Conversations Channel

When you first get started with Conversations you need to add at least one channel. It can be either Email or Chat.

1. Click on your inbox name in the top left corner > Channel
2. Use the +Add Channel button
3. Choose from one the available options. Note that you can only have one Email channel per inbox.

Setting up an Email Channel

When you choose to setup an Email Channel you'll be asked for fill in the following steps:

1. An Email Address for the Inbox, and the 'From Name' you want to use with it.
2. Transpond will check to make sure your domain is verified. If not then please follow the on screen instructiuons to verify it.
3. Next Transpond needs to make sure that your domain is authenticated. If you've already been using your domain for Transpond then odds are it will be, but if not then you can follow these steps to authenticate your domain.
4. Once Transpond has authenticated your domain, you'll be asked to setup a forwarding address. You'll use this to forward all emails from your inbox directly to Transpond, so you can manage them all in the Transpond Inbox. Note that the authentication process can sometimes take a bit of time, so you might have to come back to this page a bit later.
5. The final step is to confirm that the forwarding address is working and then you're all set.

You are now ready to start answering emails from inside Transpond. Any time someone emails the address you setup the auto-forward for, the email will come in to your Transpond Inbox, where in turn you can pickup the conversation.

Setting up a Chat Channel

1. Just like above, click on your Inbox name in the top menu bar > Channels > Add Channel
2. Select Web Chat and press Continue.
3. The first thing you'll be asked for is to add a piece of JavaScript to your website.
4. Copy the script from the page and add it to the site that you want to use Web Chat on.
5. In the next step, you'll be presented with a list of websites that Transpond has found the script on. Check the box next to the page(es) that you want to enable Chat on).
6. Finally, enter a name for your new Webchat Channel and press the button to Create Channel.

You are now ready to start chatting with your site visitors. The chat widget will automatically display on your website. You can leave it as is, or or you can customize it to better reflect your companies brand and voice, along with the AI bot that you can use to help answer questions.

Read more on how to configure chat in our dedicated chat setup article.