Overview
You can choose which users or roles see inbound communication from a specific number in their Inbox.
This is a separate setting from the call flow. Who the phone rings for and whose Inbox the conversation appears in are configured independently, and you may need to change both.
Steps
Step 1: Open the number's settings
Open the settings for the number you want to change.
Step 2: Find the Inbox audience option
Find the option that controls whose Inbox the communication should populate.
Step 3: Choose the users or roles
Select the specific users, or a role, who should see activity from that number.
Step 4: Save
Step 5: Test internally
Send a test call and text to the number, and confirm the activity appears for the people you intended.
Step 6: Review the call flow separately
If you also need to change who the calls ring, that is the call flow — a different setting. See How to Update the Call Flow for a Phone Number in REsimpli.
Inbox visibility vs call routing
Setting | What it controls |
Inbox visibility | Whose Inbox the conversation appears in |
Call flow | Who the phone actually rings |
Removing yourself from one does not remove you from the other.
Important Notes
These two settings are independent. A user can be in the routing and not the Inbox audience, or the reverse.
You can select a role rather than individuals. Useful when team membership changes but responsibility does not.
Lead numbers support user- and role-based Inbox visibility.
This is how you keep a departmental or personal number out of everyone else's Inbox.
Frequently asked questions
If I remove myself from the Inbox setting, does that remove me from the call flow?
No. Review the call flow separately.
Can I choose a role instead of individual users?
Yes. Both user- and role-based selection are supported.
Why is my Inbox full of conversations I don't work?
Review the visibility settings on the numbers producing those conversations. That is usually faster than trying to filter them out afterwards.
Troubleshooting
Nothing changed after saving
Confirm you edited the correct number. Accounts with several numbers make this easy to get wrong.
Some people still aren't seeing the activity
Check both settings — Inbox visibility and the call flow.
You selected a role and the wrong people are seeing it
Confirm which users actually hold that role.
You are not sure whether it worked
Run an internal test after saving rather than waiting for a real customer call.
Related
How Notifications, Lead Assignment, and Call Flows Work Together
How to Update the Call Flow for a Phone Number in REsimpli
How to Organise Your Inbox in REsimpli