Inbox 2.0 guide for Professional plan members

Manage your workflow and handle conversations all from one central location in Inbox 2.0. In this guide, you’ll find out how to set your availability, learn how to work with conversations in the queue, and take a brief tour through what features are available in your Inbox 2.0 workspace.

Plans: Professional only

Set your availability

Go to Inbox 2.0. When you first sign in, you can set your availability as Available or Away. When you’re available, you’ll get the first conversation waiting in the New queue. Not ready to start handling the queue? Change your status to Away (you may have other choices, depending on your organization’s settings).

To change your default availability preference, follow these steps:

1. Go to Inbox 2.0, select Personal Preferences, and then select General.
2. Under Default availability, select a status, and then select Save.

The next time you sign in, this will be your default status.

Set your notification preferences

Customize the notifications you receive so you can focus on what matters to you.

Go to Inbox 2.0, select Personal preferences, and then select Notifications.

Learn more about your notification options.

Find and work with your conversations

In Inbox 2.0, you engage with all your contacts from one streamlined queue that consists of conversations in different states. At the top of your Inbox, you'll see your New and Pending queues. On the left side, you'll see conversations by status. You have the following queues:

• New - These are the conversations that need attention. They are either new or awaiting a reply. When you reply to a conversation, it moves from this queue to the Pending queue. As soon as a contact replies, the conversation moves back to this queue.
• Pending - Conversations waiting for the contact to reply. You can select Pending at the top of the reply area to move a conversation to the Pending queue. You might do this if you're waiting for more information or need to do additional work.
• All conversations - All unresolved conversations.
• Resolved - Conversations that have ended because they were resolved and require no further action. This queue shows all resolved conversations from the last three months. You can select Resolve at the top of the reply area to move a conversation to the Resolved queue once you've resolved a contact's issue or answered their questions.

The conversation view is where most of your work takes place, and where you see a conversation's history. Each message within a conversation includes the type of message (private message, Facebook post, Twitter direct message, comment on Instagram dark post, and more), a link to the social network for public messages, the message sender, and a timestamp. Use the reply area at the bottom of the conversation to select your message type and the account you want to use to reply, and then enter your reply to the contact. Learn how to work with conversations in Inbox 2.0.

Interact with messages

Select Message actions next to a message to show the options you have to interact with it, such as Reply, Quote, Like, and Retweet.

For each social network and message type, you have the following options:

• X (formerly Twitter) - Follow. Like, quote post, and repost inbound public messages
• Facebook - Like and hide inbound public messages
• Instagram - Hide inbound public messages
• TikTok - Like and hide inbound comments on owned videos

Add internal notes to a message

You can add internal notes to messages in a conversation by selecting Add note. Notes include your name and a timestamp. You can edit or delete them at any time.

Shorten links in messages

You can shorten links in your messages for a tidier look. You can use the Bitly account connected to Inbox 2.0 or connect your Bitly account to Inbox 2.0. To connect your Bitly account, use the following instructions:

1. In Inbox 2.0, select Admin settings.
2. Expand Agent workspace, and then select Link shortening.
3. Select Sign into Bitly and enter your account information.

Get to know your customers

When a customer messages you in Inbox 2.0, you can view key contact details, like their language preference, email address, account number, and more. These details help you personalize responses and build stronger relationships with customers.

You can choose the contact information you want to see and the order in which the information is shown.

1. In Inbox 2.0, select Admin settings.
2. Expand Agent workspace, and then select Contact attributes.
3. Select Reorder and drag contact attributes up or down in the list to order them in the view. Use the toggle to turn on and off contact attributes.

Edit a channel's settings

Enter a custom channel display name.

1. In Inbox 2.0, select Admin settings, expand Channels and business hours, and then select Channels.
2. Point to the channel you want to edit, and then select Edit .
3. Enter a custom channel display name, up to 255 characters.