Accessing the Inbox
Open the Inbox from the RateUp dashboard, and understand who can see which conversations.
Before you can work on tickets, you need access to the Inbox. This page covers where to find it, what has to be connected, and what each role is allowed to see.
Before You Start
You need:
- A RateUp account in a team with the Inbox feature — Admins and Super Admins always have it
- At least one connected channel — a WhatsApp Business number or an Instagram account
- Membership of at least one team, if your organisation routes tickets by team
Open the Inbox
Log in to your RateUp account.
If you have not set a password yet, see Login.
In the left sidebar, click Inbox.
The Inbox opens on the Open view, showing every active ticket you have access to.
The Inbox is reachable from anywhere in RateUp using the sidebar, and the sidebar counts update as new messages arrive.
Who Can Access the Inbox
RateUp has three roles, set per user under Users:
| Role | What they see |
|---|---|
| Super Admin | Every ticket on every channel — channel scoping does not apply to them |
| Admin | Tickets on the channels their teams grant |
| Staff | The same channel scope, and less of the assigned work (see below) |
Two things narrow this further:
- Channel access comes from teams. A user's channels are the union of those granted to the teams they belong to. A user in no team is not restricted — they see every channel. See Teams.
- The Inbox itself comes from teams too. A Staff user sees it only if one of their teams has the Inbox feature under Feature Access.
Whether Staff see tickets assigned to other people is an organisation-level setting, not a per-user one. It has three states — everyone, team members only, or admins only — and under admins only a Staff user sees none of the assigned tickets in shared views.
What Your Role Controls
Inside a ticket you can see, most actions — replying, assigning, closing, reopening, spam, blocking, exporting — are open to everyone. A few are fixed by role:
| Action | Who |
|---|---|
| Delete conversation, singly or in bulk | Admins and Super Admins |
| Inbox Settings — tags, labels, quick replies, auto-close | Anyone who can open Inbox → Settings; see Inbox Settings |
| Channels, teams and who sees what | Configured under Teams and Channels, not in the Inbox |
Troubleshooting
| Symptom | Likely cause | What to do |
|---|---|---|
| Inbox is missing from the sidebar | None of your teams has the Inbox feature | Ask a Super Admin to turn it on under Teams |
| Inbox opens but is empty | No channel connected, or no tickets match your permissions | Check the All view; ask an admin to confirm the channel is live |
| You can read but not reply | The ticket is unassigned, or closed | Assign it to yourself, or reopen it |
| You cannot see a colleague's ticket | It belongs to a team you are not in | Ask an admin to assign it to you or your team |
| Delete conversation is missing | You are Staff | Ask an Admin or Super Admin |
| New is empty but customers are waiting | New only holds unassigned tickets from the last 24 hours | Check Open for older unassigned tickets |
Related Pages
- Inbox Layout — what each part of the screen does
- Tickets & Conversations — the concept behind every row
- Inbox Views — how tickets are grouped