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  Article updated: June 06, 2024

Manage team settings in Inbox 2.0

Control the access that teams and their members have to queue filtering and sorting. You can limit their access to conversations and filters, and set a default sort order for their queue. You can also limit the number of conversations that any agent in the team can be assigned at any given time.

Audience: Inbox 2.0 admins

Set team queue

feature access

Choose which teams have access to specific queue features.

  1. In Inbox 2.0, select Admin settings.
  2. Expand Queue, select Team settings.
  3. Point to the actions area next to a team and select Edit .
  4. Select Queue overview options to control how agents can view and sort conversations:
    • This team can only see conversations which have been routed to this team - Allow the team to only access conversations that have been routed to their team. If an agent on a team has access to channels outside their team and you select this option, some conversations may not be visible to them. If you don't select the option, teams will see all conversations, not just those routed to their team.
    • Only have maximum number of conversations assigned - Specify the number of conversations that can be assigned to an agent at any one time. You can change the number in the Maximum number of assigned conversations field.
    • Use any of the queue filters - Allow team members to use any of the queue filters to view and filter conversations. If you clear this option, agents can see all unowned conversations, but only their owned conversations. Conversations owned by other team members are not visible.
    • Change the sorting order of the queue - Allow team members to sort the queue by newest, oldest, new, or pending. If you clear this checkbox, you can set the sort order for the team.
      The queue options for agents in a team.


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