Configure Inbox settings
Configure the omnichannel inbox from Settings → Inbox to control how messages arrive, how conversations are routed, and how your team responds consistently.Before you start
- You must have an Admin role.
- Go to Settings → Inbox.
Note: As of the last portal capture (2026-05-22), all four sections on this page — Channels, Triage Rules, Templates, and Auto-Responder — are marked Coming soon. No configuration forms are active yet. The sections below describe the expected behavior of each area when released.
Sections overview
Channels
Connect and manage messaging channels — SMS, email, webchat, Facebook Messenger, and more. Once available, you will be able to add new channels and view the connection status of each. Active integrations (Email, Facebook Messenger) are managed from Settings → Integrations. See Configure integrations for current steps.Triage Rules
Set up routing rules to automatically classify and assign incoming conversations to the right team or user based on keywords, channel, or customer attributes.Templates
Create and manage response templates for quick, consistent replies across channels. Templates reduce reply time and ensure message consistency.Auto-Responder
Configure automatic first-response messages and define business hours per channel so customers receive an immediate acknowledgment outside of working hours.Result / verify
When these sections become active:- Channels appear in the Inbox with their connected status.
- Incoming conversations are automatically routed according to the triage rules you set.
- Agents can insert templates while replying in the Inbox.
- Customers receive auto-responses during off-hours.