All inbox settings
How to configure each one
Send Behavior
A single toggle — Send message using Enter key. Turn it on so pressing Enter sends your message, or off to send by clicking the send button instead. This is a per-person preference.Ticket Routing
Toggle Ticket Routing on to automatically create and assign tickets when a conversation needs a human. Once it’s on, you can choose the routing scope, the routing algorithm, a per-agent ticket cap, a queue timeout, and what happens when a solved conversation reopens.How Ticket Routing works
Scopes, algorithms, caps, queue timeout, and reopen behavior — explained in full.
Ticket lifecycle: closure, auto-resolve, resolution reason & automation resume
These four settings control how tickets move from open → resolved → closed:- Ticket Closure Time — toggle on to override the default (tickets close 72 hours after being resolved).
- Auto-resolve idle tickets — off by default; toggle on to auto-resolve after a period of inactivity (defaults to 720 hours / 30 days).
- Resolution reason — use the dropdown to make a reason optional or required.
- Automation resume timing — use the dropdown to resume automations on resolve or on close.
How ticket management & automation works
The ticket lifecycle and how these four settings fit together.
Customer Satisfaction Survey
Toggle it on to automatically send a satisfaction survey when a ticket is closed after a real conversation between an agent and a customer.How the Customer Satisfaction Survey works
What the survey measures and when it’s sent.
Ticket Topics & Conversation Tags
Open each section to create and manage your Ticket Topics (categories for tickets) and Conversation Tags (labels for conversations).How topics & tags work
What topics and tags are for, and why they matter.