> ## Documentation Index
> Fetch the complete documentation index at: https://help.eazybe.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Team Inbox

> Use the EazyBe Team Inbox and Timeline directly inside Salesforce on Contact, Lead, and Person Account records, plus a global Team Inbox for your whole team

EazyBe Team Inbox is embedded directly inside Salesforce, so your team can manage WhatsApp conversations without leaving the CRM. Once enabled, you get:

* **Team Inbox on records** — WhatsApp conversations for a specific Contact, Lead, or Person Account, shown right on the record page
* **Timeline** — the full WhatsApp conversation history displayed on the record's timeline
* **Global Team Inbox** — all conversations across your team in one place

<Note>
  This setup applies to **new installations** of the EazyBe Team Inbox package. Existing orgs that don't install the new package are not affected — their current setup keeps working exactly as before.
</Note>

## Enable the Team Inbox

A Salesforce **administrator** needs to complete the following steps once per org. Steps 1–3 are the one-time prerequisite setup; steps 4–6 install and enable the Team Inbox.

<Steps>
  <Step title="Create Record Types">
    At least one active Record Type is required for Account, Contact, and Lead. Create them as follows (repeat for each object):

    1. Go to **Setup** and open **Object Manager**.
    2. Select the object — **Account**, **Contact**, or **Lead**.
    3. Click **Record Types**, then **New**.
    4. Select **Master** as the existing Record Type.
    5. Enter a Record Type Label (e.g., **Default Account**, **Default Contact**, or **Default Lead**).
    6. Mark the Record Type as **Active**.
    7. Assign the Record Type to all required Profiles.
    8. Select the appropriate Page Layout.
    9. Click **Save**.

    If an object already has an active Record Type, you can skip it for that object.
  </Step>

  <Step title="Configure Sharing Settings">
    1. Go to **Setup** and search for **Sharing Settings**.
    2. Under **Organization-Wide Defaults**, configure the following:

    | Object  | Recommended Setting             |
    | ------- | ------------------------------- |
    | Account | Private or Public Read Only     |
    | Contact | Controlled by Parent or Private |
    | Lead    | Private or Public Read Only     |

    3. Click **Save**.
  </Step>

  <Step title="Enable Field History Tracking">
    Field History Tracking must be enabled separately for each object (Account, Contact, and Lead):

    1. Go to **Setup** and open **Object Manager**.
    2. Select the object — **Account**, **Contact**, or **Lead**.
    3. Select **Fields & Relationships**.
    4. Click **Set History Tracking**.
    5. Enable **Track Field History** and select the required fields to track.
    6. Click **Save**.
  </Step>

  <Step title="Install the EazyBe Team Inbox package">
    Install the **EazyBe Team Inbox** managed package in your Salesforce org:

    [Install the EazyBe Team Inbox package](https://login.salesforce.com/packaging/installPackage.apexp?p0=04tdM000000cUpt\&isdtp=p1)

    When prompted, choose **Install for All Users**.
  </Step>

  <Step title="Authorize users in External Client App Manager">
    After the package is installed, authorize the profiles that should have access:

    1. In Salesforce, go to **Setup** and search for **External Client App Manager**.
    2. Open **Eazybe Team Inbox — Packaged** (the EazyBe app listed as installed).
    3. Under **Policies**, set **Permitted Users** to **Admin approved users are pre-authorized**.
    4. Under **Authorized Profiles**, select **System Administrator** and click **Save**.

    <Frame caption="Authorizing profiles in External Client App Manager">
      <img src="https://mintlify.s3.us-west-1.amazonaws.com/eazybe/images/salesforce-team-inbox-app-manager.png" alt="Policies and authorized profiles for the Eazybe Team Inbox app" />
    </Frame>
  </Step>

  <Step title="Activate the record pages">
    Next, activate the EazyBe record pages so the Team Inbox and Timeline appear on your records. Repeat this step for each object:

    | Object         | Page to select                    |
    | -------------- | --------------------------------- |
    | Contact        | Eazybe Contact Record Page        |
    | Lead           | Eazybe Lead Record Page           |
    | Person Account | Eazybe Person Account Record Page |

    1. Click the **gear icon** (⚙️) in the top-right corner and select **Edit Page**.
    2. In the page selector at the top of the Lightning App Builder, select the page for the object (see the table above).
    3. Click **Activation** in the top-right corner.
    4. In the modal, choose **Org Default** to assign the page to your whole org.
    5. Select both **Desktop** and **Phone**.
    6. Click **Save**.

    <Frame caption="Activating the Eazybe Contact Record Page">
      <img src="https://mintlify.s3.us-west-1.amazonaws.com/eazybe/images/salesforce-team-inbox-activation.png" alt="Activation modal in the Lightning App Builder" />
    </Frame>
  </Step>
</Steps>

<Note>
  The authorization and activation steps above are temporary. An upcoming package update will handle them automatically during installation, so users won't need to perform them manually.
</Note>

## Team Inbox on Contact, Lead, and Person Account

Once the pages are activated, open any **Contact**, **Lead**, or **Person Account** record in Salesforce. The record page shows the EazyBe Team Inbox and Timeline with all WhatsApp conversations for that record.

<Frame caption="Team Inbox and Timeline on a Contact record">
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/eazybe/images/salesforce-team-inbox-contact.png" alt="Team Inbox and Timeline on a Contact record page" />
</Frame>

## Global Team Inbox

To see **all conversations across your team**, open the **EazyBe Team Inbox** from the Salesforce navigation. This global inbox is not limited to a single record — it shows every conversation across your workspace.

<Frame caption="Global Team Inbox in Salesforce">
  <img src="https://mintlify.s3.us-west-1.amazonaws.com/eazybe/images/salesforce-team-inbox-global.png" alt="Global Team Inbox showing all conversations" />
</Frame>

## Features

### View Conversations

* **Record inbox**: See all WhatsApp conversations with a specific contact, lead, or person account
* **Timeline**: Full WhatsApp conversation history on the record's timeline
* **Global inbox**: View all team conversations in one place

### Send Messages

<Tip>
  If you have a connected API or CoEx number, you can send and receive messages directly from the Team Inbox inside Salesforce.
</Tip>

### Team Collaboration

* **Unified inbox**: All team conversations in one place
* **Record context**: Access the inbox while viewing the full record details
* **Seamless workflow**: Stay within Salesforce while managing WhatsApp

## Requirements

To use the Team Inbox integration, you need:

* **EazyBe Team Inbox package** installed in your Salesforce org (by an admin)
* **Active EazyBe integration** with Salesforce
* Your **profile authorized** in External Client App Manager (see step 5 above)

***

If you have any questions, reach out to us at [hey@eazybe.com](mailto:hey@eazybe.com).