Create a custom inbox

Create your own custom inboxes to quickly access and organize Inbox conversations that are important to you. Customize and save inboxes by agent, channel, conversation type, and more - and then share your customized inboxes with other agents and teams.

Your Inbox admin controls access to the shared inbox (see Manage inbox sharing).

Create, customize, and save your own inbox

Go to Nest (or go to Inbox if you're still using the Classic experience) and create a custom inbox in either of the following two ways:

• Select Create new inbox next to Custom inboxes in the left navigation. Enter a name for your custom inbox, and then select Create inbox. Once the inbox is created, you can customize your current inbox view. If you make any changes, select Available actions in the Filters panel, and then select Save changes to save your updated inbox view.
  
• Select Filters , customize your inbox view, and then select Create inbox to save a new inbox to your Custom inboxes list.

After you create an inbox, you'll find it in Custom inboxes in your Inbox left navigation, along with the number of messages in the inbox. Inboxes you create will only be visible to you unless you share or assign them.

Customize your inbox

You can customize inboxes when you create them. You can also change filters for existing custom inboxes you created. You can save the new filter options as a new custom inbox (Create inbox), or save the changes to your existing inbox (Save).

When you make changes to a custom inbox,

You can set filters for any of the following:

• Assigned to - Conversations assigned to one or more selected agents, those that aren't assigned to an agent (you'll still see those assigned to a team), and those assigned to you.
• Channels - Conversations that took place on specific channels.
• Conversation types - All, public, or private posts. This can help identify customer service conversations.
• Post types - All, organic, or paid posts. These filters only apply to the last message in a conversation.
  • Filter by organic to find public replies and comments on your organic posts. This is helpful when filtering Facebook and Instagram conversations.
  • Filter by paid to find public replies and comments on your ads, including on Instagram dark posts.
• Teams - Any team or teams that you belong to.

Advanced and Enterprise members can also filter on the following:

• Sentiments(members with Advanced Inbox) - Conversations with no sentiments, or negative, neutral, or positive sentiments.
• Topics - Conversations with specific topics applied.
• Contact groups - Contacts labeled as part of a specific group.

Share a custom inbox

Share a custom inbox with other agents or teams. When you share a custom inbox, we'll send an email to those you shared it with to let them know.

1. Select your inbox from the Custom inboxes list.
2. At the top of the page, next to your custom inbox name, select Share inbox.
3. Select Agents or Teams, add the agents and teams you want to share this custom inbox with, and then select Share.
   

Shared inboxes are added to the Custom inboxes list and are displayed with a shared icon next to them.

Edit a custom inbox

Select any of your custom inboxes to edit them. You must be the owner of the custom inbox to rename, share, or delete it. If you are not the owner, you can duplicate a shared inbox to further customize it and share it as your own.

Share your custom inboxes with additional agents or teams, and rename, hide, duplicate, or delete them using the following instructions:

• Select Share inbox to add or remove agents or teams from your shared custom inbox.
• Select Inbox actions to rename, hide, duplicate, or delete the custom inbox.

Work in a custom inbox

When you select a custom inbox, you'll be able to work with it just like any other queue. You'll see New and Pending conversations that meet your custom inbox criteria. You can also sort conversations, add and remove filters, and bulk resolve conversations in your custom inbox.