Overview
Each inbox has its own settings that apply to every conversation on that channel. Through them you define who handles conversations, when they are handled, how satisfaction is measured and which automatic messages are sent — adapting the behavior to your business.
These options live in the inbox's settings area and can be adjusted at any time by an administrator.
Prerequisites
- An administrator profile to edit an inbox's settings.
- An inbox already created (any channel: WhatsApp, website, email, social, voice or API).
- Agents and teams already registered, to use auto-assignment.
Step by step
- Under Settings → Inboxes, select the inbox you want to configure.
- Open the inbox settings and find the behavior sections.
- Set the business hours and the out-of-office message.
- Configure auto-assignment of conversations to agents/teams.
- Enable the satisfaction survey (CSAT) to collect a rating at the end of the conversation.
- Write the greeting and away messages. Save your changes.
On mobile, use the Inbox section picker at the top to switch between settings, collaborators, business hours, CSAT, and channel-specific features. Long lists are presented as cards and actions use the available width, without requiring horizontal scrolling.
Settings & options
- Business hours: define the days and times the team is available; outside them, a message informs availability.
- Auto-assignment: distributes conversations across the inbox's agents/teams in a balanced way, reducing manual work.
- Satisfaction survey (CSAT): asks the contact for a rating after resolution, feeding the quality reports.
- Greeting message: sent at the start of the conversation, introducing the company and setting the tone.
- Collaborators: which agents take part in that inbox.
Use cases
- Automatically notify when the team is out of office and when it returns.
- Distribute conversations fairly without relying on manual assignment.
- Measure customer satisfaction per channel with CSAT and track it in reports.
Tips, limits & best practices
- Keep the hours aligned with the account's time zone so customers aren't confused.
- Use a short, clear greeting inviting the contact to explain what they need.
- Enable CSAT consistently across channels to compare quality between them.
Troubleshooting
- The inbox is still listed after I asked to delete it: the deletion runs in the background, because it has to remove the whole conversation history. While it runs, the inbox shows a Deletion in progress badge and cannot be edited. If something blocks the deletion, the badge turns into a failure with the reason — the inbox keeps working and nothing else is lost. Send the reason to support instead of retrying the deletion over and over.
- Conversations aren't assigned: confirm auto-assignment is on and that there are agents in the inbox.
- The out-of-office message doesn't appear: review the business hours and the account time zone.
- CSAT isn't sent: check that the survey is enabled and that the conversation was marked resolved.