Set Inbox queue preferences

Display outbound message previews in Inbox for human agents or human and virtual agents. 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.

Queue display

In Inbox Admin settings, expand Queue, and then select Preferences. Choose whether to see message previews from human agents only or both human and virtual agents.

Auto-resolve conversations

By default, Inbox resolves conversations in the New or Pending queues that are older than 30 days. You can customize the duration and set a resolve reason for automatically resolved conversations. Go to Admin settings, expand Queue, and then select Preferences to set your auto-resolve preferences.

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, point to a channel you want to edit, and then select 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. Go to Admin settings, expand Queue, and then select Preferences to set your boomerang preferences.