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General settings of an inbox

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Michael

Michael

Last updated on Jun 26, 2026

📍 Where to find it: Inboxes → (your inbox) → Settings → "Inbox settings" tab

The general tab of an inbox lets you change its name and avatar, the greeting message, the sender name, the linked help center, and preferences such as "lock to a single conversation" or email continuity.

How it works

These settings apply to the selected inbox. The sender name (friendly name or business name) defines how your messages appear. The linked help center lets you suggest articles in the widget. "Lock to a single conversation" keeps the same contact in one ongoing conversation (useful for WhatsApp/SMS/Messenger). Email continuity keeps the discussion going by email when the visitor leaves the site.

Step by step

  1. Inboxes → click the Settings icon of the inbox you want.
  2. Stay on the "Inbox settings" tab.
  3. Edit the name, upload an avatar, choose the sender name type (friendly / business name).
  4. Link a help center if you have one, and set the preferences (single-conversation lock, greeting message, email collection, email continuity).
  5. Click "Update".

Good to know

  • The visible tabs change depending on the channel: some options (pre-chat, email templates, WhatsApp status) only appear for the relevant channels.
  • Only administrators can see these settings.