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  Article updated: May 24, 2024

Set Inbox 2.0 queue preferences

Control how you display your conversations. Depending on your plan type, you may also be able to automatically resolve conversations or move them from the Pending queue to the New queue after a set period of time.

Audience: Inbox 2.0 admins

In Inbox 2.0, Admin settings, expand Queue, and then select Preferences.

Queue display

Choose whether to see truncated message previews from human agents only or both human and virtual agents.

Auto-resolve conversations

Plans: Business and Enterprise

By default, Inbox 2.0 resolves conversations in the New or Pending queues that are older than 30 days. You can customize the duration and set a resolve reason for automatically resolved conversations.

The Auto-resolve conversations section of the Preferenes page.

These settings apply to all new conversations. When you make changes, conversations already in the New or Pending queues retain the settings they had when they arrived in the queue.

Note: Auto-resolve settings applied at the channel level override the default settings applied on the Preferences page. To apply channel-specific auto-resolve settings, go to Admin settings, expand Channels and business hours, select Channels, and then select Edit next to the channel you want to edit. Learn more about managing channels.


Audience: Enterprise Inbox 2.0 admins with Advanced Inbox. Want more Hootsuite features? Upgrade your plan.

Set a default system boomerang for all conversations in the Pending queue. You can also choose how much time conversations can spend in the Pending queue before they're automatically moved back to the New queue.

The Boomerang section of the Preferenes page.

Note: This is a different kind of boomerang than the ones agents can set for conversation follow-up. Learn more about boomerangs for agents.


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