---
title: "Fax Management"
slug: "fax-management"
description: "Streamline fax management with Dialpad. Assign, resolve, and track faxes efficiently for Agents and Supervisors in your team. Get started today!"
updated: 2025-10-15T21:12:45Z
published: 2025-10-15T21:12:45Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.dialpad.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Fax Management

Dialpad simplifies fax management for a streamlined experience. Agents and Supervisors can assign faxes to themselves or others in their group, while Supervisors and Admins can delegate faxes to specific users or in bulk.

Additionally, resolution notes can be added for tracking and ensuring accountability.

Let’s dive into the details.

> [!NOTE]
> Who can use this
> 
> You need a fax license. Once you have a license, you (or the Admin) can add fax lines to shared lines or individual team members.

## Fax inbox

In your fax inbox, faxes can be filtered by:

| **Inbound** | Faxes received by your Department or Contact Center. |
| --- | --- |
| **Outbound** | Faxes sent by your Department or Contact Center. |
| **All Faxes** | All faxes sent and received by your Department or Contact Center. |

Faxes can be viewed and managed from the Department/Contact Center inbox by Supervisors and Admins.![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/fax-management(1).png)

Agents and operators can manage their assigned faxes:

- Directly from the Department or Contact Center inbox
- From the Conversation History of the contact/number the fax was sent from

> [!NOTE]
> **Note**
> 
> By default, faxes are filtered by Inbound Faxes in the inbox to allow Department and Contact Center Supervisors to assign, resolve, and unresolve faxes.

## Managing individual faxes

You can manage faxes on a per-case basis as they are received.

### Assign a Fax

To ensure faxes are handled by the right person, they can be assigned to agents, operators, supervisors, and admins in a Department or Contact Center.

To assign a fax, go to the **Faxes** tab of your Department or Contact Center inbox:

1. Select a fax and select **Assign**
2. From the drop-down menu, choose an assignee

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/assign-fax.png)

Once the fax has been assigned, the agent or operator receives a notification from Dialbot in their inbox saying they’ve been assigned a fax.

![Notification about a single fax assignment from the Dialbot.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Fax Assign.png)

Agents/Operators can select **View Faxes** from the Dialbot notification to see a tailored view of the faxes assigned to them.

### Unassign a Fax

You can unassign a fax inquiry if needed.

To unassign a fax, go to the **Faxes** tab of your Department or Contact Center inbox:

1. Select a fax and select the assignee’s thumbnail
2. From the drop-down menu, select **Unassign**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/unassign-fax.png)

Once the fax has been reassigned, the agent or operator receives a notification from Dialbot in their inbox saying they’ve been removed from the fax.

![Notification about removal from a single fax assignment from the Dialbot.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Fax Unassign.png)

### Reassign a Fax

It may be necessary to reassign a fax to another Agent or Operator, such as if the original assignee is sick or is not the correct person to resolve the issue.

To reassign a fax, go to the **Faxes** tab of your Department or Contact Center inbox:

1. Select a fax and select the assignee’s thumbnail
2. From the drop-down menu, select the new assignee

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/reassign-fax.png)

Once the fax has been reassigned, the agent or operator receives a notification from Dialbot in their inbox that they have been removed from the fax. The newly assigned agent or operator receives a notification from Dialbot saying they’ve been assigned a fax.

### Resolve a Fax

When a fax inquiry is complete, the status can be switched to Resolved. When a fax is resolved, resolution notes can be added to describe the outcome. For more details, see [Fax Resolution Notes](/v1/docs/fax-management#fax-resolution-notes).

To resolve a fax, go to the **Faxes** tab of your Department or Contact Center inbox:

1. Select a fax and select **Resolve** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/resolve-fax.png)
2. Enter in Resolution notes, then select **Resolve** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/resolve-fax(2).png)

### Unresolve a Fax

Agents and supervisors can unresolve faxes if additional follow-up is needed or if they need to be unresolved and reassigned with further action.

To unresolve a fax, go to the **Faxes** tab of your Department or Contact Center inbox:

1. Select a fax and select **Resolve** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/unresolve-fax(1).png)
2. Enter in Resolution Notes, then select **Unresolve** ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/unresolve-fax(2).png)

The status of the fax switches to Unresolved.

## Managing bulk faxes

You can easily manage a large volume of faxes using our bulk fax actions to assign and resolve faxes for your Departments and Contact Centers.

The following fax actions are available to use in bulk:

- Assign/Unassign
- Resolve/Unresolve
- Delete

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/bulk-fax-management.png)

> [!NOTE]
> Note
> 
> Faxes filtered by the Inbound view can use all bulk actions. However, faxes filtered by the Outbound or All Faxes views can only be bulk deleted.

### Who can assign bulk actions

Bulk actions can be assigned by these individuals for Departments and Contact Centers:

| **Supervisors/Admins** | Supervisors/Admins can: - Assign faxes to an agent - Reassign faxes to another agent or themselves if a fax already has an assignee - Resolve faxes even when the fax is assigned to another agent/supervisor - Unresolve faxes even if another Agent/Supervisor has resolved the fax - Delete faxes |
| --- | --- |
| **Agents/Operators** | Agents/Operators can: - Reassign faxes to other users - Bulk resolve or unresolve faxes that were assigned and resolved by them > [!NOTE] > Note > > Agents/Operators can’t resolve or unresolve faxes assigned to other users. |

### Bulk assign faxes

To bulk assign faxes, go to the **Faxes** tab of your Department or Contact Center inbox:

1. Select the faxes you want to assign, then select **Assign**
2. From the drop-down menu, choose an assignee
3. Select **Assign All**

[Bulk Assign Faxes](https://app.vidgrid.com/embed/6X4vA2chgdy3)

Once the faxes have been assigned, the Agent or Operator receives a notification from Dialbot in their inbox saying they’ve been assigned multiple faxes.

![Notification about being assigned multiple faxes from the Dialbot.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Bulk Fax Assign.png)

Agents/Operators can select **View Faxes** from the Dialbot notification to see a tailored view of the faxes assigned to them.

### Bulk unassign faxes

To bulk unassign faxes, go to the **Faxes** tab of your Department or Contact Center inbox:

1. Select the faxes you want to unassign, then select the **Assign** icon
2. From the drop-down menu, select **Unassign**
3. From the confirmation window, select **Unassign All**

[Bulk Unassign Faxes](https://app.vidgrid.com/embed/JFE2mkW04v5U)

Once the faxes have been unassigned, the agent or operator receives a notification from Dialbot in their inbox saying they’ve been removed from the faxes.

![Notification about removal from multiple fax assignments from the Dialbot.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Bulk Fax Unassign.png)

### Bulk reassign faxes

To bulk reassign faxes, go to the **Faxes** tab of your Department or Contact Center inbox:

1. Select the faxes you want to reassign, then select the **Assign** icon
2. From the drop-down menu, select the new assignee for those faxes
3. From the confirmation window, select **Assign all**

[Bulk Reassign Faxes](https://app.vidgrid.com/embed/pRPXvSIC8U2v)

Once the faxes have been reassigned, the agent or operator receives a notification from Dialbot in their inbox saying they’ve been removed from the faxes.

![Notification about removal from multiple fax assignments from the Dialbot.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Bulk Fax Unassign(1).png)

The newly reassigned agent or operator receives a notification from Dialbot saying they’re assigned new faxes.

![Notification about being assigned multiple faxes from the Dialbot.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Bulk Fax Assign(1).png)

### Bulk resolve faxes

To bulk resolve faxes, go to the **Faxes** tab of your Department or Contact Center inbox:

1. Select the faxes you want to resolve and select the **Resolve** icon
2. Enter in **Resolution notes** for the faxes being resolved, then select **Resolve All**

[Bulk Resolve Faxes](https://app.vidgrid.com/embed/BN63UKKWTfk3)

When faxes are resolved, agents, operators, and supervisors are notified by Dialbot that the assigned faxes are complete.

![Notification confirming completion of bulk action on multiple faxes from the Dialbot.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Bulk Faxes Resolved.png)

### Bulk unresolve faxes

To bulk unresolve faxes, go to the **Faxes** tab of your Department or Contact Center inbox:

1. Select the faxes you want to unresolve, then select the **Unresolve** icon
2. Enter in Resolution notes for why the faxes are being switched to Unresolved, then select **Unresolve All**

The status of these faxes switches to Unresolved.

[Bulk Unresolve Faxes](https://app.vidgrid.com/embed/HOijZxd6sl3T)

Once the faxes are switched to Unresolved, Dialbot sends a notification saying that the faxes have been marked as Unresolved.

![Notification confirming completion of bulk action on multiple faxes from the Dialbot.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Bulk Faxes Unresolved.png)

## Deleting faxes

You can delete faxes from your inbox, if needed.

To delete faxes, go to the **Faxes** tab of your Department or Contact Center inbox:

1. Select the faxes you want to delete, then select the **Delete** icon
2. From the confirmation window, select **Delete All**

[Bulk Delete Faxes](https://app.vidgrid.com/embed/QnZOYXUgGIaV)

Once the faxes are deleted, Dialbot sends a notification saying that the faxes have been deleted.

![Notification confirming removal of faxes has successfully completed.](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Faxes Deleted.png)

## Fax History

You can view History logs of faxes, including who was assigned to the fax, if it was reassigned, and notes showing if/when the fax was resolved or unresolved.

To view a fax history, go to the **Faxes** tab of your Department or Contact Center inbox:

1. Select a fax
2. Select **Options** > **History**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/fax-history(1).png)

## Fax Resolution Notes

Department and Contact Center admins can require that Fax Resolution Notes be added once a fax is resolved, allowing agents and operators to add notes about the resolution for review.

Fax Resolution Notes are displayed under the fax line item once a fax is resolved.

> [!NOTE]
> Note
> 
> Fax Resolution Notes are enabled by default for Contact Centers.
> 
> Fax Resolution Notes are disabled by default for Departments.

To turn on Fax Resolution Notes for Departments:

1. Navigate to **Admin Settings** > **Departments** and select a department
2. Go to **Advanced Settings** and select **Require operators to add fax resolution notes for departments**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/fax-resolution-notes.png)

To turn off Fax Resolution Notes for Contact Centers:

1. Navigate to **Admin Settings** > **Contact Centers** and select a contact center
2. Go to **Advanced Settings** and unselect **Require agents to add Fax Resolution Notes**

![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/CC-fax-resolution-notes.png)

## Related

- [Send & Receive a Fax](/send-receive-a-fax.md)
- [Early Adopter Programs](/early-adopter-programs.md)