Article updated: September 20, 2023
Set Inbox 2.0 queue preferences
Audience: Inbox 2.0 admins
Control how conversations are displayed. 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.
In Inbox 2.0 , Admin settings, expand Queue, and then select Preferences.
Choose whether to show an orange dot on messages in the queue that haven’t been responded to. You can also choose whether to see truncated message previews from human agents only or both human and virtual agents.
Plans: Business and Enterprise
By default, conversations in the New or Pending queues that are older than 30 days are automatically resolved. You can customize the duration and set a resolve reason for automatically resolved conversations.
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.
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.
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