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First StepsInbound Configuration

Inbound Configuration

Set up your system to handle incoming inquiries efficiently. Proper inbound configuration ensures that every lead is captured and engaged immediately through automated workflows.

Configuration Steps

1. Webhook Setup

To receive messages in real-time, you must configure webhooks for your connected channels:

  • AgentMail: Ensure your AGENTMAIL_WEBHOOK_SECRET environment variables are set. This allows the system to process incoming emails, verify sender domains, and link messages to existing conversations.
  • Twilio (WhatsApp): In your Twilio console, set the webhook URL for incoming messages to point to your instance’s endpoint (e.g., https://your-api.com/api/agents/whatsapp). This enables the system to handle text and media messages instantly.

2. Inbox Management

The system uses AgentMail Inboxes to organize incoming traffic.

  • Unified Inbox: All messages from connected channels (Email, WhatsApp, Chat) are aggregated here.
  • Creation: Use the /api/integrations/agentmail/inboxes endpoint or the dashboard to create specific inboxes for different teams (e.g., Support, Sales).

3. Routing Rules

Incoming messages are processed by the Workflow Service, which determines the appropriate action:

  1. Identification: The system identifies the sender (Lead or Visitor) based on email or phone number.
  2. Conversation Creation: If no active conversation exists, a new one is created.
  3. Agent Assignment: Based on the source and content, the message is routed to the relevant agent (e.g., Customer Support for general queries, Sales for leads).
  4. Escalation: You can configure rules to escalate complex queries to human agents if the AI cannot resolve them.

Key Locations

  • Settings > Channels: Verify webhook statuses and connection health.
  • Inbox: The central interface for monitoring and intervening in conversations.
  • Workflows: Customize how messages flow through your organization.

Best Practices

  • Auto-Responses: Configure immediate acknowledgments for messages received outside of business hours.
  • Context Awareness: Ensure your agents have access to customer history (CRM data) to provide personalized answers.
  • Monitor & Review: Regularly check the Inbox to review AI responses and intervene if necessary to improve accuracy.
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