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Set up an inbox: agents, assignment, AI, CSAT and hours

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Michael

Michael

Last updated on Jun 5, 2026

Each inbox has its own settings, accessible via Settings → Inboxes → (your inbox), organized in tabs.

The key settings

  • Collaborators: which agents handle this inbox. Enable auto-assignment (round-robin) to distribute conversations, with a per-agent limit if needed.
  • Business hours: timezone, daily slots, and an away message.
  • CSAT (satisfaction): enable the survey sent on resolution (rating by emoji or stars), with per-label rules.
  • Bot configuration: connect an AI agent to the inbox so it replies automatically.
  • Settings: greeting message, sender name, conversation continuity, and linked help center.

Good to know: for your AI agent to reply on an inbox, connect it in Bot configuration (or from the AI Agents section → Channels tab).