Inbox settings
Open Settings → Inboxes and pick an inbox. Its settings are grouped into tabs.
General
- Name — how the inbox is labelled inside the platform;
- Greeting — an automatic message at the start of a conversation;
- Signature — text appended to agent replies.
Members
The agents who work in this inbox. An agent who is not a member will not see its conversations and will not receive them through auto-assignment.
Business hours
- Turn business hours on.
- Pick the time zone.
- Set working times per weekday.
- Write the message customers see outside working hours.
Conversations still arrive outside business hours — the customer simply sees when to expect a reply.
Auto-assignment
With auto-assignment on, new conversations are distributed among Online agents who are members of the inbox. See "Conversation assignment".
CSAT
The satisfaction survey is sent to the customer once a conversation is resolved. Results appear under Reports → CSAT.
AI Agent
An assistant can be attached to the inbox either here or from AI Agent → Inboxes.
Deleting an inbox
Deleting an inbox also deletes every conversation in it. The action cannot be undone — export anything you need first.