Adding Agents to the Shared Inbox

1. Open Shared Inbox Settings

• Access the Mercuri App in Pipedrive:

  • Start by logging into your Pipedrive account and navigating to the Mercuri app. You can find the Mercuri tab within the Pipedrive interface, where you manage your SMS and WhatsApp communications.

• Navigate to the Shared Inbox Section:

  • Within the Mercuri app, look for the Shared Inbox section. This is where all your team’s conversations are centralized, allowing multiple agents to collaborate on customer interactions.

  • Click on the Shared Inbox tab to view and manage the conversations handled by your team.

• Open Settings or Manage Agents:

  • Once you’re in the Shared Inbox section, look for the Settings or Manage Agents option. This is typically located in the upper right corner of the screen or within a settings menu.

  • Click on Settings or Manage Agents to begin configuring access for your team members.

2. Add New Agents

• Click on Add Agent:

  • In the agent management settings, you’ll see an option to Add Agent. This button allows you to add new team members to the shared inbox, enabling them to manage and respond to customer conversations.

• Enter Agent Details:

  • After clicking on Add Agent, a form will appear where you can enter the details of the agents you want to add.

  • You’ll need to provide the email addresses or usernames of the agents. These credentials should match those used by the agents to access Pipedrive. This ensures seamless integration and access control within the Mercuri app.

• Assign Roles:

  • Mercuri allows you to assign specific roles to each agent based on their responsibilities within the shared inbox. These roles typically include:

    • Viewer: Can only view conversations but cannot respond.

    • Responder: Can view and respond to conversations.

    • Admin: Has full access to view, respond, manage settings, and assign conversations to other agents.

  • Choose the appropriate role for each agent by selecting from a dropdown menu or similar option within the form.

3. Send Invitations

• Click Send Invitation:

  • Once you’ve entered the necessary details and assigned roles, click on Send Invitation to invite the agents to join the shared inbox.

  • The agents will receive an email invitation containing instructions on how to join and access the shared inbox within the Mercuri app.

• Customizing the Invitation (Optional):

  • If available, you may have the option to customize the invitation message before sending it. This allows you to provide additional context or instructions for the agents.

4. Confirm Agent Access

• Monitor Pending Invitations:

  • After sending the invitations, you can monitor their status under the Pending Invitations section within the agent management settings. This section will show you which agents have received the invitation and whether they have accepted it.

• Confirm Agent Acceptance:

  • Once an agent accepts the invitation, their status will change from Pending to Active. This means they now have access to the shared inbox and can start managing customer conversations according to their assigned role.

• Resend or Cancel Invitations:

  • If an agent hasn’t accepted the invitation, you may have options to resend the invitation or cancel it. This is useful if the agent didn’t receive the email or if there was an error in the invitation process.

• Review and Adjust Roles:

  • After agents have joined, you can review their roles and make adjustments if necessary. This can be done directly from the agent management settings within the Mercuri app.

5. Managing Agents in the Shared Inbox

• Assign Conversations:

  • As an Admin, you can assign specific conversations to individual agents. This is useful for distributing workload and ensuring that each customer receives timely responses.

• Monitor Agent Activity:

  • Within the Mercuri app, you can monitor the activity of each agent. This includes tracking which conversations they’re handling, response times, and overall performance.

• Remove or Reassign Agents:

  • If an agent is no longer part of the team or needs to be reassigned to a different role, you can remove or adjust their access through the Manage Agents section.