Inbox settings
note
- Only Inbox Admins can change/modify Inbox settings.
- Inbox Settings must be configured separately for Live and Production environment.
| Category | Settings | Comments |
|---|---|---|
| Productivity tools settings | ||
| Canned responses | Configure pre-defined notifications (shortcuts) for frequent replies | |
| Collaboration | Configure how agents can add collaborators to chats/tickets | |
| Knowledgebase | Customize the look and feel of your Knowledgebase(KB), Manage your site's name, URL, favicon, and banners | |
| Knowledgebase - Integrations | Integrate KB with chatbots(widgets) and GTM | |
| Email templates | Create a template that can be sent to the customers directly via. email tickets | |
| Teams settings | ||
| Agents | Configure agent details | |
| Groups | Divide agents into groups to assign different types of tickets for different use cases | |
| Working hours | Set working hours for your agent groups | |
| Workflow settings | ||
| Custom status | Create and modify custom agent status | |
| Custom fields | Create fields to capture additional details of chat/ticket | |
| SLA settings | Define new SLAs, add conditions, and set targets for the inbox agents handling email tickets | |
| Queue handling | Control how incoming chat tickets are handled when all the agents are occupied | |
| Offline handling | Configure how to manage tickets raised after working hours | |
| Chat transcript | Enable/disable sending ticket transcript to customers after the chat | |
| Tags | Configure tags to assign to a conversation | |
| Customer satisfaction | Enable/disable CSAT for inbox agents and analyze them | |
| Video call | Enable/disable voice call for live chat | |
| Email ticketing configuration | Enable/disable this setting to handle email support tickets | |
| Automation settings | ||
| Auto assignment email tickets | Enable/disable auto assignment of email tickets to agents | |
| Chat assignment for sticky agent | Configure how a customer can connect with a specific agent | |
| Auto translate (Google API key generation) | Configure how messages can automatically be translated to the preferred language for customer and agent | |
| Automation with Studio | Configure agent actions that can be triggered from inbox to automate a micro-task | |
| Inactivity trigger | Configure when the chat becomes inactive | |
| Account | ||
| Notification settings | Configure inbox notification tab |