**To create a new inbox in Papo (https://papo.global/), go to Settings → Inboxes, click Add inbox, choose the desired channel (WhatsApp, email, Telegram, website chat, among others), and follow the channel form, associating the agents or teams that will have access. This way you organize different channels and teams in separate spaces, with independent names and permissions.**

With Papo, each communication channel can have its own inbox, allowing sales, support, or finance teams to work in isolated queues without mixing conversations. You can create as many inboxes as you need, setting clear names and restricting access only to the right employees.

| Available channel | What you need to connect | Example use |
| :--- | :--- | :--- |
| **WhatsApp** (official Meta API) | Facebook Business account and verified phone number | Sales WhatsApp and Support WhatsApp in separate inboxes |
| **Email** | SMTP settings or provider integration | Email support center for the finance team |
| **Telegram** | Bot token created in @BotFather | Alternative channel for customers who prefer Telegram |
| **Website chat** (widget) | Code generated in the inbox itself | Website support with a team dedicated to online chat |
| **Instagram / Facebook / SMS / LINE** | Credentials for the respective platform | Additional channels as needed by the operation |

## How inbox creation works

Each inbox in Papo works as an independent space. You define:

- **Inbox name** – identifies the purpose (e.g., “Sales WhatsApp”, “Email Support”).
- **Channel** – the communication medium that will feed that queue.
- **Agents or teams** – who can view and reply to conversations in that inbox.
- **Specific settings** – service hours, away messages, AI assistants, and other rules that can be adjusted per inbox.

All conversations that arrive through the chosen channel automatically land in the corresponding inbox, and only associated employees receive notifications and have access to the content.

## Step by step to create a new inbox

Follow these steps to add an inbox and make it ready to use:

1. **Go to inbox settings**  
   In the main Papo panel, go to **Settings → Inboxes**.

2. **Start creation**  
   Click **Add inbox**.

3. **Choose the channel**  
   Select the type of channel you want to connect: WhatsApp, Email, Telegram, Website (widget), Instagram, Facebook, SMS, among others available in your account.

4. **Fill out the channel form**  
   Each channel requires specific information. For example:
   - **WhatsApp**: you will be guided to connect the official Meta API.
   - **Telegram**: just paste the bot token.
   - **Email**: enter the SMTP server details.
   - **Website**: the system generates a code to install on your website.

   Follow the on-screen instructions and provide the requested data.

5. **Give the inbox a name**  
   Choose a descriptive name, such as “Support WhatsApp” or “Website Chat”, to make it easy to identify in daily use.

6. **Associate agents or teams**  
   On the same screen (or in the **Collaborators** tab after creation), select the individual agents or the team that will have access to the inbox. Only these employees will see conversations in that queue.

7. **Save the inbox**  
   After reviewing the information, save it. The inbox will be active and ready to receive messages.

You can repeat the process for each new channel or team you want to separate. Later, you can edit the name, collaborators, and other settings directly in the inbox list.

## Who benefits from creating multiple inboxes

- **Companies with separate teams** (sales, support, finance) that need independent queues and distinct permissions.
- **Businesses that serve through multiple channels** and want to keep each one organized in its own space.
- **Operations that want different service hours** per department – each inbox can have its own schedule.
- **White label resellers** that manage multiple clients, each with their own isolated channels and teams.

## Frequently asked questions

### Can I create as many inboxes as I want?
Yes. Papo allows you to create multiple inboxes, one for each channel or team, without a strict limit. This way you organize the operation as needed.

### How do I add agents to an existing inbox?
Go to **Settings → Inboxes**, find the desired inbox, and go to the **Collaborators** tab. There you can add or remove agents and teams.

### Do I need a separate inbox for each WhatsApp number?
Yes. Each WhatsApp number (or each API account) must be connected to its own inbox. This ensures that conversations from that number remain isolated and can have independent settings.

### Can I rename an inbox after creating it?
Yes. In the inbox settings, you can change the name at any time without affecting existing conversations.

### How do I connect Telegram as an inbox?
Create a bot on Telegram via @BotFather, copy the token, and when adding a new inbox in Papo, choose the Telegram channel and paste the token. The webhook is configured automatically.

### Is it possible to set different service hours for each inbox?
Yes. After creating the inboxes, you can access each one's settings and define working days and hours, as well as personalized away messages. See the recommended article below for the complete step by step.

## Read also

- [How to configure specific service hours per inbox](/hc/papo/articles/how-to-set-specific-business-hours-per-inbox)
- [How to create and manage agent teams in Papo](/hc/papo/articles/how-to-create-and-manage-agent-teams-in-papo)

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Organize your channels and teams in separate inboxes, with controlled access and independent settings, at no initial cost.