Open Settings → Inboxes and click an inbox’s settings icon. The tabs you see depend on the channel.
| Tab | Shown for |
|---|---|
| Settings, Collaborators, Business Hours, CSAT | Every inbox |
| Pre Chat Form | Website live chat |
| Configuration | Website, Email, API, SMS, LINE and WhatsApp API |
| Bot Configuration | Every inbox, when agent bots are enabled |
| Templates, Account Health | WhatsApp API (official number) |
| Connection Status | WhatsApp Business app connected by QR code |
| Comment Replies | Facebook, TikTok and Instagram |
| Utility Templates | Facebook Messenger, with Messenger blasting |
| Calls, Voice | WhatsApp API numbers with calling, and voice inboxes |
If the channel loses its connection, a banner with Reconnect appears at the top. Fix that first.
Settings
The top of the tab holds Channel Avatar, Inbox Name, Help Center (attach a portal so the widget offers its articles) and Conversation Routing:
- Create new conversations: a returning contact gets a fresh conversation once the last one is resolved.
- Reopen same conversation: the previous conversation is reopened.
API inboxes also show Webhook URL and Webhook Secret (Copy, Reset).
Channel Preferences (which switches appear depends on the channel):
| Switch | What it does |
|---|---|
| Enable channel greeting | Send a greeting when a customer sends their first message |
| Hide from All Conversations | Keep the inbox out of All Conversations, team, label and folder views and search; open it from the sidebar |
| Outbound only | Send only; incoming messages are discarded. See Send-only inboxes |
| Share history across inboxes | Show the customer’s messages from your other inboxes. See Seeing a customer’s history across channels |
| Allow messages after conversation resolved | Let customers keep writing into a resolved conversation |
| Sender name (website, email) | Friendly adds the agent’s name to your business name; Professional uses the business name |
| Enable email collect box (website) | Ask visitors for their email at the start |
| Enable conversation continuity via email (website) | Continue by email when the visitor leaves; paid plans |
Website inboxes also have Website Domain, Widget Color, Set Reply time and Widget features (file picker, emoji picker, end conversation, bot name and avatar).
Click Update to save. Administrators can Delete the inbox at the bottom; you type its name to confirm, and its conversations go with it.
Collaborators
- Agents and Teams: who can see and reply in this inbox.
- Enable automatic conversation assignment: hand each new conversation to an agent. Auto assignment limit caps how many one agent holds.
- Customize with assignment policy: use a policy with its own Assignment Order and Assignment Method (Business plan).
See Automatic conversation assignment.
Business Hours
- Tick Enable business availability for this inbox and Select timezone.
- Per day, tick Enable availability for this day and choose All-Day or the hours.
- Write the Unavailable message for visitors, then Update business hours settings.
Features that run “during business hours”, such as Trigger only during business hours on a live chat blasting, read these hours.
CSAT
- Switch on Enable CSAT.
- Set the Display type, Message, Button text and Language; check the Message preview.
- Under Survey rule, optionally send only when the conversation contains or does not contain chosen labels.
The survey goes out once per conversation, on resolve. On WhatsApp API it is a template that Meta must approve: Check utility fit predicts Likely Utility or Likely Marketing, and Use this rewrite takes the suggested wording. Results are in CSAT and SLA reports.
Pre Chat Form
Live chat only. Enable pre chat form, write the Pre chat message, and build the fields table (Label, Placeholder, Key, Type, Required). Contact attributes can be fields. Update Pre Chat Form Settings saves.
Configuration
| Channel | What the tab holds |
|---|---|
| Website | Messenger Script to paste into your site, Allowed Domains, Enable widget in mobile apps, Identity Validation with its Secret Key |
| API | Inbox Identifier, Inbound Webhook URL, Payload Format, Enforce User Identity Validation |
| Forward to Email address, then IMAP and SMTP settings (SMTP needs IMAP first) | |
| SMS, LINE | The callback URL for your provider’s console |
| WhatsApp API | API Key and Update API Key, Reconfigure for Embedded Signup, Switch to Manual Setup, Webhook Verification Token, Sync Templates |
Developer details are on developers.sapot.ai. For WhatsApp see Connecting a WhatsApp inbox.
Bot Configuration
Select an agent bot built with the developer API, then Update; Disconnect bot removes it. Flow Agents connect from the agent’s own Inboxes list instead; see Testing and connecting an agent.
WhatsApp tabs
| Tab | What it holds |
|---|---|
| Templates | This number’s templates with status (Approved, Pending, Rejected with Meta’s reason); Create template, Edit template, Delete template, Sync, Manage in library. See Creating WhatsApp message templates |
| Account Health | Display name status, Quality rating, Messaging limit tier, Account mode; Register Webhook fixes Webhook not configured or Webhook URL mismatch |
| Connection Status (QR code) | Connected or Disconnected with Refresh; Reconnect shows a new QR code; Re-link WhatsApp signs out on purpose, to move to another phone |
| Calls | Enable WhatsApp Calling, Allow incoming calls, Call permission request message |
Other tabs
- Comment Replies: rules that answer comments on your posts. See Facebook Comment Replies and TikTok Comment Replies.
- Utility Templates: a Facebook page’s approved Messenger templates for blasting.
- Voice: Enable Voice Calling with the provider credentials and Allow incoming calls. When incoming calls are off, they are declined and agents can still call out.