Using Inbox by Zendesk and Zopim is a great way to provide excellent service to your web visitors, even when you're offline. Offline messages can be automatically forwarded to your shared Inbox account for your whole team to collaborate and reply quickly.
Below are the steps forwarding offline messages to Inbox from your Gmail account.
Step 1: Sign up for Inbox
You can sign up with any email address and account name you like. Alternatively, you can use your own Google account.
Either way don’t worry too much about this step, we’ll be configuring our account settings later.
Step 2: Connect Offline Messages to Zendesk Inbox
Once you have a new Zendesk Inbox account created, you’ll need to connect it to your Zopim account. The easiest way to do this is to forward all your Offline Messages to Zendesk Inbox.
First, check which email address you have setup to receive Offline Messages.
Log in to the Zopim Dashboard and select Personal.
Note down your “Login Email” and make sure “Offline Message Notification” is checked.
Second, head back to your Zendesk Inbox account and add a new shared inbox.
Click the menu (3 horizontal dashes) button at the top left corner.
Then select “Add shared inbox“.
Enter your Zopim Login Email from before and click “Set up“.
Select your email account type. In this case we’re using Gmail.
Setup your Gmail account to automatically forward all your messages to your new Zendesk Inbox account.
To setup email forwarding, log in to to your Gmail account and select “Settings“.
Then select the “Forwarding and POP/IMAP” tab and then select “Add a forwarding address“.
Now add the Zendesk Inbox address.
In this case my address is “firstname.lastname@example.org“.
You’ll receive a confirmation email in your Zendesk Inbox. Click on the link to allow the forwarding.
Finally, go back to your Gmail account, refresh the page, and select the new forwarding address and select “Save Changes“.
Now that you have forwarding setup, you can go back to Zendesk Inbox and select select “Done“.
That’s it! Now whenever you receive a new Offline Message via your Zopim account you’ll be able to easily view it and reply straight from your Zendesk Inbox account.
NB: Setting up forwarding means that all messages you receive in that Gmail account will be automatically forwarded to your Zendesk Inbox account. So, we would recommend creating a separate Gmail account just for your Zopim and Zendesk Inbox login.
Step 3: Using Zendesk Inbox
Let’s say someone sends you an Offline Message from your website.
Normally you would receive this Offline Message as an email in your Gmail inbox and you would have to reply from there.
Now that you’ve setup Zendesk Inbox, the Offline Message will show up in your Zendesk Inbox account:
You can reply to the message from here, add a team note, or even assign it to one of your team members.
Zendesk Inbox is a great way to centralize all your support communications and make it easier for your team to collaborate.