# Inbox settings, tab by tab

Open **Settings → Inboxes** and click an inbox's settings icon. The tabs you see depend on the channel.

![The tabs of an inbox's settings page](../../.gitbook/assets/guides/inbox-settings-tab.jpg)

| 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 on the Settings tab](../../.gitbook/assets/guides/inbox-settings-channel-preferences.jpg)

**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](/settings/send-only-inboxes) |
| **Share history across inboxes** | Show the customer's messages from your other inboxes. See [Seeing a customer's history across channels](/conversations/customer-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

![Collaborators tab](../../.gitbook/assets/guides/inbox-collaborators-tab.jpg)

* **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](/settings/automatic-conversation-assignment).

## Business Hours

![Business Hours tab](../../.gitbook/assets/guides/inbox-business-hours-tab.jpg)

1. Tick **Enable business availability for this inbox** and **Select timezone**.
2. Per day, tick **Enable availability for this day** and choose **All-Day** or the hours.
3. 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

![CSAT tab](../../.gitbook/assets/guides/inbox-csat-tab.jpg)

1. Switch on **Enable CSAT**.
2. Set the **Display type**, **Message**, **Button text** and **Language**; check the **Message preview**.
3. 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](/reports/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** |
| **Email** | **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](https://developers.sapot.ai). For WhatsApp see [Connecting a WhatsApp inbox](/settings/connecting-a-whatsapp-inbox).

## Bot Configuration

![Bot Configuration tab](../../.gitbook/assets/guides/inbox-bot-configuration-tab.jpg)

**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](/flow-agents/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](/settings/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](/settings/facebook-comment-replies) and [TikTok Comment Replies](/settings/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.

## Related

* [Inboxes and channels](/settings/inboxes-and-channels)
* [Automatic conversation assignment](/settings/automatic-conversation-assignment)
* [Send-only inboxes](/settings/send-only-inboxes)
* [Connecting a WhatsApp inbox](/settings/connecting-a-whatsapp-inbox)
* [CSAT and SLA reports](/reports/csat-and-sla-reports)
* [Migrating an existing WhatsApp number to Mampu AI](/settings/migrating-an-existing-whatsapp-number)
* [The WhatsApp Templates library](/settings/whatsapp-template-library)
* [Normal WhatsApp vs WhatsApp Cloud](/platform/connect-to-social-media-channels/normal-whatsapp-vs-whatsapp-cloud)

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Source: https://help.mampuai.com/settings/inbox-settings-tabs