Quick Start
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Inbound Support: Identify Contacts by Email and Phone Number
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Table of Contents
Custom Inboxes
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.
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.
Step 4: Review the options and click Save Inbox to set the filters for the new inbox.
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 | Icon | Description |
Private | ![]() | The inbox can only be accessed by the creator. |
Public | ![]() | The inbox can be accessed by all Workspace users. |
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.

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.
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.


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.
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

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Messages Overview
Assignment and Closing a Conversation
Related Articles
Custom Channel
Learn how to integrate third-party messaging apps into respond.io.
Dialogflow: Custom Payloads
Learn about supported Custom Payloads on respond.io.
Glossary of Terms
To help users better understand the platform, here are the definitions of commonly used terms.