Is this article helpful?

We love to hear from you!

Table of Contents

Custom Inboxes

JQ Lee Updated by JQ Lee

Using Custom Inboxes

Use a Custom Inbox to create a list of Contacts according to predefined filters. Custom Inboxes can help you tackle your to-do list as quickly as possible.

Tip: also provides Standard and Team Inboxes. Depending on their access levels, Workspace users can use these to manage their Contacts and conversations. Learn more about the different inboxes here.

Adding a Custom Inbox

If the Standard and Team Inboxes do not address your filtering needs, you can add a Custom Inbox to the Workspace and reuse it when necessary.

Step 1: Create a Custom Inbox in Messages Module by clicking the + button next to the Custom Inbox label.

Step 2: Name your Custom Inbox with an appropriate name for easy reference.

Step 3: Configure the filters for your Custom Inbox.

The categories available within a condition include:

  • Contact Field (inclusive of all custom fields)
  • Contact Tag
  • Variables
  • Last Interacted Channel
  • Time Since Last Incoming Message.
Nested conditions are now supported.

Step 4: Review the options and click Save Inbox to set the filters for the new inbox.

By default, newly created Custom Inboxes are only accessible by the creators. Creators may share their Custom Inboxes with their team or other Workspace users.

Sharing a Custom Inbox

You can share a Custom Inbox you created with other users or teams in the Workspace. Custom Inboxes can be shared with one of three different settings:

Share Settings




Sharing Custom Inbox icon Private

The inbox can only be accessed by the creator.


Sharing Custom Inbox icon Public

The inbox can be accessed by all Workspace users.


Sharing Custom Inbox icon Shared

The inbox can be accessed by specific users or teams.

Step 1: Select the Custom Inbox > click on the Actions menu > select Share Settings from the menu.

Sharing a Custom Inbox how to edit

Step 2: Select your preferred Share Option. If you select Shared, fill in the list of users or teams you would like to grant inbox access to.

Step 3: Review and Click Save to save the share settings.

A Custom Inbox can be shared with multiple users, multiple teams, or a combination of both.

Editing a Custom Inbox

Step 1: Navigate to the Custom Inbox configuration panel of a Custom Inbox either using the Actions menu or the Filter button.

Step 2: Change the filtering options as desired. If any changes are made, the word "Edited" will be appended at the end of the Custom Inbox name.

Step 3: Save the Custom Inbox by clicking Save Inbox at the bottom. Alternatively, you can click on the dropdown to save the new filters as a new inbox.

Use Custom Inboxes to organize your Contacts into groups. To view the different Custom Inboxes you have created or have access to, find them in the dropdown menu of the Inbox sidebar.

Renaming a Custom Inbox

There are a few ways to rename your Custom Inbox.

From the Custom Inbox's Actions menu. Navigate to the Custom Inbox > click on Actions menu > select Rename

From the Filter's Actions menu. Navigate to the Filter configurations panel > click on Actions menu > select Rename

Click Save to save the new name.

Tip: Make sure the name is self-explanatory for easy reference.

Deleting a Custom Inbox

If a Custom Inbox is no longer relevant or is a duplicate of another, it can be deleted from the Workspace.

From the Custom Inbox Action Menu. Navigate to the Filter configurations panel > click on Actions menu > select Delete

Only saved Custom Inboxes can be edited, renamed and deleted. Standard and Team Inboxes such as Mine cannot be edited, renamed or deleted.
Be careful when you delete a Custom Inbox as it may be used by other users in the Workspace. Bear in mind that the deletion cannot be undone.

Feeling stuck? Do not fear.

Help is here!

Messages Overview

Assignment and Closing a Conversation

Can't find what you're looking for?

Talk to an expert here!

Contact Us
Powered by HelpDocs (opens in a new tab)

Powered by HelpDocs (opens in a new tab)