One settings page for every channel, and the plan to make before you connect them
Most teams don't have a channel strategy. They plug a tool in and get pinged from everywhere.
HubSpot now has one settings page for team email, WhatsApp, SMS, live chat, calling and custom channels, plus a send-from permission for who can reply from each. For us it's right on time, because we're setting up channels for clients, the Value First team and Hubsessed. The question I keep coming back to is when to use help desk and when to use inbox.
Zach Hussion's advice was "Just make sure you have a plan before you turn it on." And look at HubSpot's own screenshot: "This scares the hell out of me to see these support one, three, five going to sales general and marketing." Casey and I also loved the brand name in it, Mostly Safe Travel.
The next step