User
Inbox Settings
Screen guide
Before you start
Use the account and workspace that own the relevant records. The feature also needs to be enabled for this installation and plan.
Open this feature
- Open /portal/inbox/settings on your site.
Steps
Choose a task
Use Save
- Open /portal/inbox/settings on your application domain, using the workspace account for this task.
- Find the form containing First response min, Resolution hours, Raise overdue. Complete the relevant fields using the table below. Fields can appear or change after you select an option.
- Select Save. Check the current record, recipients, amount or destination before confirming when those values apply.
- If the application identifies a missing or invalid field, correct that field and submit again. If an external request or payment has an uncertain outcome, check its history before repeating it.
| Field | What to enter or choose |
|---|---|
| First response min | Required. Enter a number in the unit shown by this setting. Check any currency, duration or count label before saving. Minimum 1. Maximum 10080. |
| Resolution hours | Required. Enter a number in the unit shown by this setting. Check any currency, duration or count label before saving. Minimum 1. Maximum 8760. |
| Raise overdue | Enter the raise overdue for this task, using the help or example shown by the form. |
| Use | Complete the visible field for the current selection; follow its validation message. |
| Reopen | Enter the reopen for this task, using the help or example shown by the form. |
| Auto resolve | Enter the auto resolve for this task, using the help or example shown by the form. |
| Days | Required. Enter a number in the unit shown by this setting. Check any currency, duration or count label before saving. Minimum 1. Maximum 365. |
| Compact list | Enter the compact list for this task, using the help or example shown by the form. |
| Customer panel | Enter the customer panel for this task, using the help or example shown by the form. |
| Enable AI Concierge | Enter the enable ai concierge for this task, using the help or example shown by the form. |
| Mode | Required. Choose Hybrid: strict handoff, AI first. |
| Minimum confidence | Required. Choose High, Medium. |
| Maximum AI replies | Required. Enter a number in the unit shown by this setting. Check any currency, duration or count label before saving. Minimum 1. Maximum 20. |
| Assistant name | Required. Enter the assistant name for this task, using the help or example shown by the form. Maximum 80 characters. |
| Tone | Required. Enter the tone for this task, using the help or example shown by the form. Maximum 80 characters. |
| Language | Required. Enter the language for this task, using the help or example shown by the form. Maximum 80 characters. |
| Only answer from approved Knowledge Base content | Enter the only answer from approved knowledge base content for this task, using the help or example shown by the form. |
| Handoff message | Optional unless the current form requests it. Enter the handoff message for this task, using the help or example shown by the form. Maximum 500 characters. |
| Handoff keywords | Optional unless the current form requests it. Enter the handoff keywords for this task, using the help or example shown by the form. Maximum 1000 characters. |
| Use AI | Complete the visible field for the current selection; follow its validation message. |
Fields and choices
Field descriptions appear beside each task above so that separate forms are not mixed together.
Check the result
- Stay in the same account/workspace and reopen the intended record or result screen.
- For saved settings, compare the displayed values with the choices you made. For filters and previews, check the current result scope.
- For queued or external work, inspect its status/history and provider result where applicable. A successful save does not by itself prove message delivery, publication, payment completion or provider approval.
Common problems
| Problem | What to check |
|---|---|
| The screen or action is missing | Check the correct workspace account, role, enabled app and plan. A hidden action is not fixed by typing an internal endpoint. |
| A field is rejected | Read its validation message, choose from the offered options and check the relevant format or limit. Do not substitute a database ID for a displayed choice. |
| A list is empty | Check the selected workspace, search text, date range and status filters. Clear one filter at a time before concluding that records are missing. |
| A request is still pending | Check its status/history before repeating it. For messages, publishing, imports and payments, a submitted request can finish later or fail separately. |
Technical reference
Role-scoped source references
Pinned commit: 37d44a1727216f5c492205024b323aa522730ebc
Source-only route information
| Method | Source-default route |
|---|