Inbox settings

What is the inbox settings page?

The Inbox settings page (/settings/inbox) is where you control how your inbox behaves and is organized: how urgent, team, and closed conversations are displayed, when conversations auto-close, whether a farewell message is sent before closing, and how and when campaign-originated conversations become visible.

The page is divided into four settings groups, with a Save button at the top. When you open the page, your current settings load automatically; you edit what you want and click Save to apply it. A short confirmation appears next to the button on a successful save (and disappears after a moment), and if the save fails you get an alert.

Here is each group and its options.

1) Layout

This group controls how the different conversation types are displayed in the inbox. Each option is a single choice among several modes:

• Urgent conversations: choose to highlight them as a badge in the list, or group them in a separate section.
• Team conversations: conversations assigned to the team can be shown in their own tab, within a section in the list, or hidden entirely.
• Closed conversations: choose whether they are collapsed by default (to keep the list focused on active conversations) or expanded.

2) Auto-close

This group closes conversations automatically after set durations. At the top of the group there is a master enable toggle: when it is off, the three numeric fields are disabled and appear dimmed.

When enabled, you set three durations:

Turning off the master toggle disables auto-close entirely and keeps the three fields disabled until you turn it back on.

3) Farewell message

A farewell message is sent to the customer before the conversation is closed. This group also has a master enable toggle at the top; when it is off, the message fields appear dimmed and disabled.

When enabled, you set the following:

Use {name} inside the message text to insert the customer's name automatically. And if you keep Respect 24-hour window enabled, the farewell will only be sent while the 24-hour session is still open.

4) Campaign conversation visibility

This group controls when conversations coming from campaigns appear in the inbox.

Visibility mode — one choice of three:

When you choose the Delayed mode, a Visibility delay hours field appears (default 0, range 0 – 168 hours). This field does not appear with the other two modes.

In addition:

• Hide opt-outs: a checkbox (on by default) to hide contacts who opted out from the campaign visibility view.

Bulk actions

Below this group is a bulk actions panel showing two read-only stats (loaded from the system) and two buttons that run immediately:

• Visible without reply — the number of campaign conversations currently shown that the customer has not replied to.
• Currently hidden — the number of conversations currently hidden.

These two stats are display-only and cannot be edited; their role is to indicate how many conversations each button will affect and to disable the button when there is nothing to act on.

Saving changes

After adjusting any setting across the four groups, click the Save button at the top of the page. Everything you edited is saved at once, and a short confirmation appears and disappears automatically after a moment. The button is disabled while saving or while the page is loading. The two bulk action buttons (hide/reveal), by contrast, run immediately once you confirm and do not require pressing Save.

Quick tips

• If you work on your own, try hiding team conversations to keep the list simpler.
• Set the auto-close durations to numbers that are realistic for your workflow, so active conversations aren't closed prematurely.
• Use {name} in the farewell message to make it personal, and keep Respect 24-hour window enabled to avoid farewells sent outside the session.
• If your inbox fills with campaign conversations nobody replied to, use Hide campaign-only conversations to clean it up quickly — you can always undo with Reveal all hidden conversations.