What are inboxes?
An inbox is a folder for channels. With inboxes, you decide which teammates have access to which folder — and therefore also to the conversations inside it.
On top of that, inboxes let you manage basic autoresponders, like a welcome message and an after-business-hours reply.
Why do companies use inboxes?
Companies typically use inboxes to organize communication for:
Different departments (e.g., Sales, Support, Recruiting)
Different locations (e.g., Berlin Office, Munich Office)
This way, every team only sees and manages the conversations that are relevant to them.
Create and Manage Inboxes
You can create and manage inboxes in Settings > Inboxes.
Create new inbox
1. Go to Settings → Inboxes
2. Click the blue + button to add a new inbox.
Connect a channel
1. Go to Settings → Inboxes
2. Select an inbox
3. If no channels are connected, click on any of the channel card to add the respective channel. If there are channels connected, scroll to the bottom of the channel list, then click "Add channel"
Moving channels between inboxes: You can move a channel from one inbox to another if it’s no longer needed in the current one but required in another. This affects who can see the existing and future conversations linked to that channel: once moved, only users with access to the new inbox will be able to view those conversations.
Set up autoresponders
1. Go to Settings → Inboxes
2. Select an inbox
3. Scroll down to the Autoresponders section
4. Enable the welcome message and customise the message that will be sent. Alternatively, you can set up an automation for more sophisticated flows.
5. Enable or out-of-office replies. Once enabled you need to define opening hours for your inbox and you can customise out-of-office response.
Manage user access
1. Go to Settings → Inboxes
2. Select an inbox
3. Scroll down to the Manage Users section
Delete inboxes
At the bottom of the inbox settings page, you can remove an inbox if it’s no longer needed. Before an inbox can be deleted, all channels inside it must either be deleted or moved to another inbox.
Please note: Deleting a channel also deletes all its conversations!
Working with multiple inboxes in the Unified Inbox
When you’re part of multiple inboxes, you can decide how to view and organise conversations:
View conversations
Filters across all inboxes: See conversations across all inboxes you have access to (e.g., All conversations, Assigned to me, Not assigned).
Inbox tabs: Focus only on conversations from a specific inbox you have access to.
Organise conversations
Move between inboxes: Example: a support request ends up in the Sales inbox? Simply move it to the Support inbox.
Move to inboxes you don’t have access to: This is possible, but once moved, you’ll no longer be able to access that conversation yourself.
FAQ
Does moving a conversation to another inbox also move the number or channel?
Does moving a conversation to another inbox also move the number or channel?
No. The number or channel always stays connected to its original inbox. Moving a conversation only changes where the conversation is organized, not the underlying channel.