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Inbox settings: business hours, assignment, CSAT and greeting

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

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

  1. Under Settings → Inboxes, select the inbox you want to configure.
  2. Open the inbox settings and find the behavior sections.
  3. Set the business hours and the out-of-office message.
  4. Configure auto-assignment of conversations to agents/teams.
  5. Enable the satisfaction survey (CSAT) to collect a rating at the end of the conversation.
  6. Write the greeting and away messages. Save your changes.

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

  • 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.

See also