## 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

- [Overview of inboxes and channels](/hc/ajuda/articles/inboxes-channels-overview-en)
- [Website channel with live chat widget](/hc/ajuda/articles/inboxes-channels-canal-site-widget-en)
- [Email channel: forwarding and IMAP/SMTP](/hc/ajuda/articles/inboxes-channels-canal-email-en)
- [Social channels: Facebook Messenger, Instagram and TikTok](/hc/ajuda/articles/inboxes-channels-canais-sociais-en)