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 with an Inbox-enabled role
- 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
If the Inbox is missing from your sidebar, it is almost always one of two things: your role does not include Inbox access, or no channel has been connected yet. Ask a Super Admin to check both.
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.
- Access to Inbox is a separate per-user permission. Without it the Inbox is hidden entirely, whatever the role says.
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
Permissions affect more than visibility. Depending on your role you may or may not be able to:
- Assign or reassign tickets to other people
- Close and reopen tickets
- Flag a contact as spam, or block them
- Export conversation history
- Edit contact details
- Change Inbox settings and automation rules
These are configured under Users and Teams, not in the Inbox itself.
Troubleshooting
| Symptom | Likely cause | What to do |
|---|---|---|
| Inbox is missing from the sidebar | Role does not include Inbox access | Ask a Super Admin to update your role |
| 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 |
Related Pages
- Inbox Layout — what each part of the screen does
- Tickets & Conversations — the concept behind every row
- Inbox Views — how tickets are grouped