Inbox Preferences

Use Inbox Preferences to configure workspace settings, organize conversation data, and control how agents manage Inbox conversations.

The Inbox Preferences menu includes settings for workspace configuration, data organization, and agent workflows.

General

• Contact Data: Select the contact fields that appear in the Contact Data section.
• Dashboard: Set SLA-based conversation duration thresholds and user inactivity settings.
• General Settings: Configure your workspace settings.
• Office Hours: Set workspace office hours for agent availability.
• Senders: View available senders and channels on the platform.
• Teams: Create teams to organize agents and manage conversations.

Data

• Conversation Attributes: Create custom attributes to collect structured conversation data for analysis.
• Tags: Create tags to organize conversations and find insights faster.

Inbox settings

• Automatic away mode: Set an agent’s status for a defined time period.
• Automatic replies: Configure automatic replies for unavailable agents and conversation start or end messages.
• Quick Replies: Create predefined responses agents can use to answer common questions quickly.