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  Article updated: September 22, 2023

Edit your settings and notifications in Inbox 2.0

Audience: Inbox 2.0 agents

Stay on top of your Inbox with notifications. You can customize what you get notified about so that you can focus on what matters to you. You can also set personal preferences like when you want to be available and the action you want the Enter key to take.

Set your status when you sign in

In Inbox 2.0 , select Personal preferences to decide if you want to be Available or Away when you sign in to Inbox 2.0. If you’re available, you’ll get the first conversation waiting in the New queue. When you don’t want to be assigned a conversation when you sign in, change your status to Away. Your organization may offer additional statuses.

The status menu with sample away status options.

You can check on your teammates’ availability by looking at the team chat, in the lower right of the agent workspace. Select the chat header to see a list of team members who are online and their current status.

Team chat showing two online team membmers.

Set your personal settings

In Inbox 2.0 , select Personal preferences to choose what keys to use to start a new line in a message and whether you want to hear sounds for incoming messages. If your admin allows you to mute a contact, you can choose whether to get confirmation when you mute someone.

Set notifications

In Inbox 2.0 , select Personal preferences, and then select Notifications. Choose to be notified when any of the following actions occur:

  • You or your team receives an assignment.
  • The number of contacts waiting reaches a specific number, there are new conversations, or a conversation status changes.
  • Breached service-level agreements (SLA) reach a specific number.
  • A conversation gets a specific customer satisfaction (CSAT) survey score.


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