Set Inbox 2.0 queue preferences

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.

Queue display

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.

Auto-resolve conversations

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.

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.

Boomerangs

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.