> ## Documentation Index
> Fetch the complete documentation index at: https://docs.connectly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbox Settings

> Configure how your team's inbox works — send behavior, ticket routing and automation, satisfaction surveys, topics, and tags ⚙️

Inbox Settings is where you configure how your team works inside the Inbox. To open it,
go to **Settings** and select **Inbox** from the settings menu.

This page is a quick reference for **what each setting does and how to configure it**.
For a deeper explanation of *how a feature works*, follow the **Learn more** link on
each one.

## All inbox settings

| Setting                          | What you configure                                                      | Details                                           |
| -------------------------------- | ----------------------------------------------------------------------- | ------------------------------------------------- |
| **Send Behavior**                | Whether pressing Enter sends a message                                  | *(below)*                                         |
| **Ticket Routing**               | Automatically create and assign tickets when conversations need a human | [Learn more](/inbox/ticket-routing)               |
| **Ticket Closure Time**          | When tickets auto-close after being resolved                            | [Learn more](/inbox/ticket-management)            |
| **Auto-resolve idle tickets**    | Auto-resolve open tickets after inactivity                              | [Learn more](/inbox/ticket-management)            |
| **Resolution reason**            | Whether agents add a reason when resolving                              | [Learn more](/inbox/ticket-management)            |
| **Automation resume timing**     | When paused automations resume                                          | [Learn more](/inbox/ticket-management)            |
| **Customer Satisfaction Survey** | Send a survey when a ticket is closed                                   | [Learn more](/inbox/customer-satisfaction-survey) |
| **Ticket Topics**                | The topics for your chatroom                                            | [Learn more](/inbox/topics-and-tags)              |
| **Conversation Tags**            | The tags for your conversations                                         | [Learn more](/inbox/topics-and-tags)              |

## 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.

<Card title="How Ticket Routing works" icon="route" href="/inbox/ticket-routing">
  Scopes, algorithms, caps, queue timeout, and reopen behavior — explained in full.
</Card>

### 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**.

<Card title="How ticket management & automation works" icon="ticket" href="/inbox/ticket-management">
  The ticket lifecycle and how these four settings fit together.
</Card>

### 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.

<Card title="How the Customer Satisfaction Survey works" icon="star" href="/inbox/customer-satisfaction-survey">
  What the survey measures and when it's sent.
</Card>

### Ticket Topics & Conversation Tags

Open each section to create and manage your **Ticket Topics** (categories for tickets)
and **Conversation Tags** (labels for conversations).

<Card title="How topics & tags work" icon="tags" href="/inbox/topics-and-tags">
  What topics and tags are for, and why they matter.
</Card>