Waveline Support - Waveline

Personal inboxes are work lines for one team member. Shared inboxes are team queues. Choosing the right type lets Waveline replace secondary work phones for individuals while still giving teams shared coverage when a line belongs to a department, location, or queue.

Before you begin

Map which numbers belong to individual team members and which belong to departments, locations, or queues.
Know which calls need team coverage and which should ring one person first.
Decide how after-hours and unhandled calls should be tracked for both personal and shared lines.

Where to find it

Shared inboxes are managed from Phone -> Inboxes. Personal inboxes can act as a team member's Waveline work phone.

Step-by-step

Use a personal inbox when a number, call, or message belongs to one team member's work identity.
Use a shared inbox for sales, support, front desk, dispatch, or location-based coverage.
Add multiple members and default ring groups when more than one person should answer.
Set the default inbox for users who call or message from their main work context.
Review analytics by inbox to confirm the structure matches how work is handled.
Adjust membership or split inboxes when ownership becomes unclear.

What happens next

Personal inboxes keep a team member's work calls and texts in Waveline while keeping their personal number private.
Shared inbox calls can ring multiple users in ordered groups.
Permissions still control who can manage inbox settings.

Best practices

Use personal inboxes for direct relationships and individual work numbers.
Keep shared inboxes focused on a business queue, not on every possible team member.
Avoid routing important business numbers to a personal inbox without backup coverage.

Troubleshooting