However, at Simpu, we have adopted the concept of an inbox while expanding its scope. In Simpu, an inbox should be perceived as a container or space for organization. When you create a new inbox within Simpu, you establish a fresh organizational space within your workspace. This inbox can be either a shared inbox or a personal inbox.
A Simpu's inbox can hold one channel, or multiple channels, and can be an empty inbox.
Inboxes with one channel
At the initial stage, the Simpu support team handles all customer communication exclusively through support@simpu.co. They consolidate their communication channels by creating a single Support Inbox and incorporating their support@ channel within it. This enables them to manage all their communication needs effectively.
Inboxes with multiple channels
As the business expands, the support team discovers that customers desire to engage with them through social media platforms. Consequently, they make the decision to integrate Facebook and WhatsApp channels into Simpu.
Recognizing that customers' expectations for social media communication differ from email interactions, the support team opts to establish a distinct Social Media Inbox. Within this inbox, they add both WhatsApp and Facebook channels. This consolidation of channels simplifies the management of social media communications for the team.