Before you start
Before you start, sign in to the dashboard and select the organization you want to work in.- Inboxes, Labels, Custom attributes, and Team members are Admin-only pages. Members without the Admin role do not see them in the settings rail.
- An inbox is the live chat settings of one deployment, so there is no create button. Publish an agent first. See Create an agent.
- Only members with a live-chat seat can be added to an inbox. See Live-chat overview and seats.
Open the Inboxes page
Open Conversations, select Settings in the views rail, then select Inboxes. The page description reads “Manage livechat inboxes for each agent. Configure agents, working hours, CSAT, and behavior here.” A Search inboxes field filters the table by inbox name or agent name.
With no inboxes, the table reads “No inboxes yet. Create an agent to provision your first inbox.” A search with no hits reads “No matches.” Selecting a row opens that inbox’s settings page.
Configure an inbox
1
Open Conversations, then Settings, then Inboxes
Select an inbox row. The page opens on the General tab with the inbox name as its title.
2
On the General tab, enter the Inbox name
The name is required. It appears in your dashboard and in notifications.
3
Choose the sender appearance
Pick Friendly for the first name only, or Professional for a name with your business.
Selecting Professional reveals a Business name field.
4
On the Members tab, select Add agents
Search, tick the human agents you want, then select the Add button in the dialog.
5
On the Routing tab, pick a Strategy
Choose Least busy or Round robin, then review the three Timing fields.
6
On the Availability tab, turn on Enable working hours
Set each day’s shift and write the Out-of-hours message.
7
On the Analytics tab, review the Customer experience toggles
Turn CSAT survey, Read receipts, and the “Agent joined” chip on or off.
8
Select Save changes
The toast “Inbox settings updated” confirms the save.
How saving works
The inbox settings page has five tabs: General, Members, Routing, Availability, and Analytics. Edits on the General, Routing, Availability, and Analytics tabs collect in one draft. As soon as the draft differs from the saved inbox, an Unsaved changes label appears beside the tabs with Discard and Save changes buttons. The Members tab is different. Adding or removing a member saves immediately and shows its own toast, so it never appears in the Unsaved changes bar.The General tab
The Identity card holds the required Inbox name field, with the placeholderCustomer support. The hint reads “Used in your dashboard and notifications.”
The Sender appearance card controls the name end users see beside human agent replies. It offers two radio cards:
The Members tab
The Members card title shows the current count, for example Members (2). It lists each human agent with avatar, name, and email, and a remove control on the right of every row. The empty state reads “No agents assigned yet. Add team members to start handling live chats.”The Add agents to inbox dialog
Select Add agents to open the Add agents to inbox dialog. A Search agents field filters by name or email. Each row has a checkbox, and the confirm button label counts your selection, for example Add 2 agent(s). Only members who hold a live-chat seat and are not already in the inbox are listed. When nobody qualifies, the list reads “No seated agents available.” On success the toast readsAdded 2 agent(s) to inbox, and removing a member shows “Agent removed from inbox”.
The Routing tab
The Assignment strategy card holds one Strategy select with Least busy and Round robin. The info icon beside the card title explains both options and notes that this is the default for every live chat handoff on this inbox. The Timing card holds three number fields, each with an info icon that states its maximum. The card description says when the system steps in to reassign, escalate, or reopen.The Availability tab
We're offline right now. Leave a message and we'll reply when we're back. End users see this text when a conversation is handed to live chat while no shift is active.
The Analytics tab
The Primary analytics goal card is optional. It highlights one goal in this deployment’s analytics without hiding the rest. The Primary goal select lists the agent’s goals aslabel (kind) and offers No primary goal at the top. When the agent has no goals, the hint tells you to create one in the agent’s Configure → Goals section.
While an agent is chosen but no goal is picked, Save changes stays disabled. Pick a goal or choose No primary goal to enable it again.
The Customer experience card holds three toggles:
Set the timezone and pickup target
Two organization-wide settings live on the Preferences page, under the Workspace heading. Open Conversations, then Settings, then Preferences. Both cards are Admin-only. Other members see the timezone as read-only text with an “(admin-only)” note and do not see the pickup target card.Workspace timezone
The Workspace timezone card holds a searchable timezone picker with the placeholder Select timezone…. The value is used for timestamps in transcripts and exports and for inbox working hours, and it is shared across the organization. When no timezone is set, the dashboard fills in the browser’s timezone the first time an Admin opens the page.Livechat pickup target
The Livechat pickup target card sets how quickly a human agent should accept a handoff. Enter a whole number, pick seconds or minutes, then select Save. The toast reads “Pickup target saved”, and a Clear button appears beside the fields. The card accepts targets between 1 second and 7 days. Anything else is rejected with “Target must be between 1 second and 7 days.” When no target is set, the card reads “Not set”. Analytics then shows pickup latency without a pass or fail. See Team performance for where the target appears. The personal message signature and send hotkey on the same page belong to each seated human agent. See Use the Agent Workspace.Set up labels
Labels organize conversations and end users. Admins create labels, and seated human agents apply them. Open Conversations, then Settings, then Labels. The Use labels in analytics card holds one switch. When it is on, labels become a dimension you can chart in Analytics → Explore. Below it, a Search labels field filters the table, and the empty state reads “No labels yet. Create one to start organizing conversations.”
The overflow menu on each row offers Edit and Delete.
The Create label dialog
Select New label to open the Create label dialog. Its description explains that labels organize conversations and end users, and that team members can apply them once you create them here.
Select Create label to save. The toast reads
Label "billing" created.
The Edit label dialog
Choose Edit from a row’s menu to open the Edit label dialog with the same fields. The Save changes button confirms, and the toast readsLabel "billing" updated.
The Delete label dialog
Choose Delete from a row’s menu. The dialog is titledDelete label "billing"? and reports how many conversations and end users the label is applied to, for example 12 conversations and 3 end users. Deleting removes it from all of them.
Select Delete to confirm. The toast reads Label "billing" deleted.
Set up custom attributes
Custom attributes are a typed schema for structured data on conversations and end users. Canned responses can insert them with{{conversation.key}} or {{endUser.key}} tokens. See Use the Agent Workspace for how tokens render.
Open Conversations, then Settings, then Custom attributes. Two tabs split the schema by scope and show a count, for example Conversation (3) and User (1). The empty state reads “No attributes defined yet. Create your first one.”
Each row also has an edit and a delete control, and selecting a row opens the edit dialog.
The New attribute dialog
Select Save to create it. The toast reads “Custom attribute created”.
The Delete dialog
Select the delete control on a row. The dialog is titledDelete "Order ID"? and warns that existing values become orphaned and canned response tokens for it render as empty. Confirm to delete. The toast reads “Custom attribute deleted”.