Setting Up Your Inbox Channels

Before you can send or receive messages in your Inbox, you'll need to connect at least one communication channel.

Last updated 13 days ago

Where to find channel settings

From your Inbox, go to Settings. You'll see a settings hub with a tile for each channel type:

  • Email

  • Phone

  • Social

Each tile takes you to the setup screen for that channel.

Which channel should you connect first?

That depends on how your clients already reach you. A few things to know before you start:

  • Email lets you send and receive messages using your business's own email address, forwarded through Scrub.

  • Phone covers SMS (text messages) and voicemail.

  • Social covers Facebook Messenger and Instagram DMs, and requires business accounts (not personal profiles).

You can connect more than one. Clients will show up in your conversation list no matter which channel they message you on, as long as it's connected.

What you need before connecting

  • Email: your business's own email address

  • Phone: none, this is set up directly in Scrub

  • Social: a Facebook Page and/or an Instagram Business account

After you connect a channel

Once a channel is connected, it becomes available:

  • As an option when starting a new conversation with a client

  • Automatically, for incoming messages from clients who already have a matching contact point (email address or phone number) on file

Connecting Email

Connect your business email so you can send and receive client messages right from your Scrub Inbox.

Where to find it

Go to Inbox > Settings > Email.

What you'll need

  • Your business's own email address (the one clients already know and reply to)

How it works

Scrub gives you a forwarding email address. You set up forwarding from your own business email to that address, and messages start flowing into your Inbox. When you reply from Scrub, clients see it coming from your business email, not from Scrub's address.

Setup fields

FieldWhat it is

Forwarding Email

A Scrub-generated address. This is where you'll forward your business email to. You don't choose this, it's provided for you.

Connected Email Address

Your business's own email address. This is what recipients see as the sender.

Business Display Name

Optional. The name shown to recipients alongside your email. If you leave this blank, it defaults to your business name.

Steps

  1. Go to Inbox > Settings > Email.

  2. Copy the Forwarding Email address Scrub gives you.

  3. In your own email provider (Gmail, Outlook, etc.), set up forwarding from your business email to that address.

  4. In Scrub, enter your Connected Email Address.

  5. Optionally, set a Business Display Name.

  6. Save.

Good to know

  • The rich text editor for composing emails is available on web only. On the mobile app, email messages are sent as plain text.

  • Once connected, email becomes available as a channel option whenever you start a new conversation with a client who has an email address on file.

Connecting Phone (SMS and Voicemail)

Connect a phone number so you can text clients and receive voicemail through your Scrub Inbox.

Where to find it

Go to Inbox > Settings > Phone.

What you can set up

  • SMS: Send and receive text messages with clients as a channel in your Inbox.

  • Voicemail: Record a custom voicemail greeting that plays for callers.

Steps

  1. Go to Inbox > Settings > Phone.

  2. Follow the prompts to set up SMS.

  3. To customize your voicemail greeting, use the voicemail recorder to record and save a greeting.

Good to know

  • Voicemail playback in the Inbox requires the phone integration to be active.

  • Once connected, SMS becomes available as a channel option whenever you start a new conversation with a client who has a phone number on file.

Connecting Social (Facebook and Instagram)

Connect your business's social accounts so Facebook and Instagram messages show up alongside your other client conversations.

Where to find it

Go to Inbox > Settings > Social.

What you'll need

  • A Facebook Page for your business, to connect Messenger

  • An Instagram Business account, to connect Instagram DMs

Personal Facebook or Instagram profiles can't be connected, only business accounts.

Steps

  1. Go to Inbox > Settings > Social.

  2. To connect Messenger, choose Connect Facebook and select your business Page.

  3. To connect Instagram DMs, choose Connect Instagram and select your Instagram Business account.

Good to know

  • Both platforms require a business account. If your Facebook Page or Instagram account isn't set up as a business account yet, you'll need to do that on Facebook/Instagram's side first.

  • Once connected, Messenger and/or Instagram become available as channel options whenever you start a new conversation with a client who has that contact point on file.