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  Article updated: June 20, 2024

Personalize your settings and notifications in Inbox 2.0

Stay on top of your Inbox with notifications. You can customize the notifications you receive so 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.

Audience: Inbox 2.0 agents

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 into Inbox 2.0. If you’re available, you’ll get the first conversation waiting in the New queue. When you don’t want the system to assign you 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 Chat 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 how you want 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 receive a notification 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.

Business and Enterprise plan members can see new notifications in the Hootsuite notification center (in Hootsuite, select Notifications - you may have to expand the options on the left to find it). An indicator appears when there's a new notification.


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