Customer contact in Teamdock

Teamdock collects your customers’ messages in one shared Inbox. Every question becomes a ticket: your team sees whose move it is, replies straight from the ticket and records internally what happened. On top of that, every employee has their own private mailbox in My email.

What comes in?

Channel	How it reaches Teamdock	Reply from Teamdock
Email	A shared mailbox (e.g. support@) that you sync into tickets	Yes, from the mailbox the message arrived on
WhatsApp	Through Meta’s WhatsApp Business Cloud API	Yes, once the access token is set
Manual	You create a ticket yourself, for example after a phone call	No, record what you did in an internal note
Phone (Rinkel)	Incoming calls show up as a notification, and you call customers from Teamdock	Not applicable

All channels share one list. Use the Channel filter in the Inbox to narrow it down to just email or just WhatsApp.

Where to find what

• Inbox in the main menu: all of your team’s tickets, with the FAQ tab for your knowledge base.
• My email: your own work mailbox. Those messages stay private and never become tickets.
• Settings → Messages → Email: sending domain, mailboxes, the ticket filter and your email signature.
• Settings → Messages → WhatsApp: the WhatsApp connection.
• Settings → Phone: the Rinkel connection.
• Settings → Notifications: notifications on your phone or computer about new tickets, replies and calls.

Note

Whether you see these menus depends on your role. If you don’t see Settings → Messages, ask an administrator to set it up or to change your role. Read more about roles in Team members and roles.

Get started in four steps

1. Set up a sending domain or your own mail server, so replies go out from your own address. See Connect email.
2. Add your shared mailbox (e.g. support@) and turn on Sync this inbox into tickets.
3. Fill the FAQ knowledge base with your standard answers, so the AI writes better draft replies.
4. Turn on notifications on your phone, so you don’t miss a new customer message.

All topics

Working with ticketsWhose move it is, replies, notes, snoozing and assigning.

Connect emailSending domain, mailboxes, IMAP/SMTP and the ticket filter.

FAQ knowledge baseStandard answers the AI uses for drafts.

My emailYour own private work mailbox in Teamdock.

WhatsAppCustomer messages via WhatsApp Business as tickets.

Phone (Rinkel)Incoming calls and calling from Teamdock.

NotificationsPush notifications on your phone or computer.