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  Article updated: May 24, 2024

Create a saved inbox

Create your own custom inboxes to quickly access and organize Inbox 2.0 conversations that are important to you. Customize and save inboxes by agent, channel, conversation type, and more.

Audience: Inbox 2.0 agents

Create, customize, and save your own inbox

After you create an inbox, you'll find it in My inboxes in your Inbox 2.0 left navigation. Inboxes you create will only be visible to you - they aren't visible to your teams or other agents. You can go to Inbox 2.0 and create a custom inbox in either of the following two ways:

  • Select Create a new inbox from the left navigation. This will open options for you to customize your current inbox view. If you've applied filters to your current view, you'll see those options already selected for you. You can further customize your inbox or just select Create inbox at the bottom of the options to save your current inbox to your My inboxes list.
  • Select Filters , customize your inbox view, and then select Create inbox to save a new inbox to your My inboxes list.

Customize your inbox

You can customize inboxes when you create them. You can also customize existing saved inboxes by selecting them, and selecting Filters . If you're filtering an inbox you've already created, you can save the filters as a new, custom inbox (Save as), or save the changes to your existing inbox (Save).

You can set filters for any of the following:

  • Assigned to - Conversations assigned to one or more selected agents, those that aren't assigned to an agent (you'll still see those assigned to a team), and those assigned to you.
  • Channels - Conversations that took place on specific channels.
  • Conversation types - All, public, or private posts. This can help identify customer service conversations.
  • Post types - All, organic, or paid posts. These filters only apply to the last message in a conversation.
    • Filter by organic to find public replies and comments on your organic posts. This is helpful when filtering Facebook and Instagram conversations.
    • Filter by paid to find public replies and comments on your ads, including on Instagram dark posts.
  • Teams - Any team or teams that you belong to.

Enterprise members can also filter on the following:

  • Topics - Conversations with specific topics applied.
  • Contact groups - Contacts labeled as part of a specific group.

Work in a saved inbox

When you select a custom inbox, you'll be able to work with it just like any other queue. You'll see New and Pending conversations that meet your custom inbox criteria. You can also sort conversations, add and remove filters, and bulk resolve conversations in your custom inbox.

Sample custom inbox showing the new and pending queues. Three dots is selected showing sort and bulk resolve options.

Rename or delete a saved inbox

Select any of your saved inboxes and then select the three dots at the top near the inbox name to rename or delete it.

Three dots next to custom inbox name selected showing rename and delete.


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