# Inbox settings, tab by tab

Every inbox has its own settings page. Open **Settings → Inboxes**, find the inbox and click its settings icon. The page opens on the **Settings** tab with more tabs beside it; which tabs you see depends on the channel. This page walks through all of them.

![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 inboxes |
| **Bot Configuration** | Every inbox, when agent bots are enabled on the account |
| **Templates**, **Account Health** | WhatsApp API (official number) |
| **Connection Status** | WhatsApp Business app connected by QR code |
| **Comment Replies** | Facebook, TikTok and Instagram pages |
| **Utility Templates** | Facebook Messenger, on accounts with Messenger blasting |
| **Calls**, **Voice** | WhatsApp API numbers with calling, and voice inboxes |

If a channel loses its connection, a banner at the top of the page says so, with a **Reconnect** button for the channel. Fix that first; the tabs below work once the inbox is connected again.

## Settings

The basics of the inbox, grouped by what the channel supports.

* **Inbox Name** and **Channel Avatar**: how the inbox appears in your sidebar and, for channels that show it, to customers.
* **Webhook URL** and **Webhook Secret** (API inboxes): where your own system receives this inbox's events, with **Copy** and **Reset** for the secret.
* **Enable channel greeting** and **Channel greeting message**: send a greeting automatically when a customer starts a conversation and sends their first message.
* **Website Domain**, **Widget Color** and **Set Reply time** (**In a few minutes**, **In a few hours**, **In a day**): live chat only. The reply time shows on the widget.
* **Help Center**: attach one of your help centre portals so the widget can offer its articles. **Remove Help Center** detaches it.
* **Conversation Routing**: what happens when a contact who already has a resolved conversation writes again. **Reopen same conversation** continues the previous thread; **Create new conversations** starts a fresh one each time.
* **Sender name** (website and email): **Friendly** puts the replying agent's name in front of your business name; **Professional** uses the business name alone. **Configure your business name** sets that name.
* **Enable email collect box** (website): ask visitors for their email when a new conversation starts.
* **Enable conversation continuity via email** (website): keep the conversation going by email when the visitor leaves the site, if their email is known. Available on paid plans.
* **Allow messages after conversation resolved**: let customers keep writing into a resolved conversation instead of being blocked.
* **Hide from All Conversations**: keep this inbox out of the All Conversations, team, label and folder views and out of search. Open it from the sidebar's Channels group instead.
* **Outbound only**: use the inbox only to send; incoming customer messages are discarded before they reach anyone. See [Send-only inboxes](/settings/send-only-inboxes).
* **Share history across inboxes**: whether conversations in this inbox show the customer's messages from your other inboxes. See [Seeing a customer's history across channels](/conversations/customer-history-across-channels).
* **Widget features** (website): **Display file picker on the widget**, **Display emoji picker on the widget**, **Allow users to end conversation from the widget**, **Use inbox name and avatar for the bot**.

Click **Update** to save. At the bottom, administrators can **Delete** the inbox; you type its name to confirm, and its conversations go with it.

## Collaborators

Who works in this inbox and how new conversations get handed out.

* **Agents**: add or remove the teammates who can see and reply in this inbox.
* **Teams**: grant whole teams access; members of a granted team can see and work on its conversations.
* **Conversation Assignment**: **Enable automatic conversation assignment** hands each new conversation to an agent of the inbox. The default rules are **Earliest created conversations first** and **Round robin distribution**; **Auto assignment limit** caps how many conversations from this inbox one agent can hold at a time. **Customize with assignment policy**, **Link existing policy**, **Create new policy** and **View all policies** switch the inbox to a policy with its own **Assignment Order** (**Earliest created** or **Longest waiting**) and **Assignment Method** (**Round robin** or **Balanced assignment**). Policies are available on the Business plan.

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

See [Automatic conversation assignment](/settings/automatic-conversation-assignment).

## Business Hours

**Enable business availability for this inbox**, pick your **Select timezone**, then set the week: tick **Enable availability for this day** per day and choose **All-Day** or the hours. Outside those hours the live chat widget shows your **Unavailable message for visitors** and can still collect a pre-chat form. Click **Update business hours settings** to save. Other features that work "during business hours", such as a live chat blasting with **Trigger only during business hours**, read these hours.

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

## CSAT

Switch on **Enable CSAT** to send a satisfaction survey when a conversation is resolved. Set the **Display type**, **Message**, **Button text** and **Language**, and check the **Message preview**. Under **Survey rule**, choose to send the survey only if the conversation **contains** or **does not contain** any of the labels you pick. A survey is sent once per conversation.

On a WhatsApp API inbox the survey goes out as a template, so it needs Meta's approval: the tab shows **Needs WhatsApp approval**, **Pending WhatsApp approval**, **Approved by WhatsApp** or **Meta rejected the template**. Before you submit, click **Check utility fit** to see whether Meta is likely to class the message as **Likely Utility** or **Likely Marketing**, and use **Use this rewrite** to take the suggested wording. Changing the survey text later creates a new template that goes through approval again. Results appear under **Reports → CSAT**; see [CSAT and SLA reports](/reports/csat-and-sla-reports).

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

## Pre Chat Form

Live chat only. **Enable pre chat form** asks visitors for details before the chat starts. Write the **Pre chat message**, tick **Visitors should provide their name and email address before starting the chat** if you want that, and shape the form in the fields table: each row has a **Label**, **Placeholder**, **Key**, **Type** and a **Required** switch, and you can add your contact attributes as fields. Click **Update Pre Chat Form Settings** to save.

## Configuration

What this tab holds depends on the channel.

* **Website**: the **Messenger Script** to paste into your site, **Allowed Domains** (only the sites you list may embed the widget; **Enable widget in mobile apps** when the widget runs inside an iOS or Android app), and **Identity Validation** with its **Secret Key** and **Require identity validation for all conversations**. Developer details are on the developer site, linked from **View documentation**.
* **API**: the **Inbox Identifier**, the **Inbound Webhook URL** your systems post messages to, the **Payload Format**, and **Enforce User Identity Validation**. The developer site has the request format.
* **Email**: the **Forward to Email** address to forward your mailbox to, then **IMAP** (**Enable IMAP configuration for this inbox**, **Address**, **Port**, **Login**, **Password**, **Enable SSL**, **Authentication**) and **SMTP** (**Enable SMTP configuration for this inbox**, **Address**, **Port**, **Login**, **Password**, **Domain**, **Encryption** as **SSL/TLS** or **STARTTLS**, **Authentication**). SMTP needs IMAP set up first.
* **SMS** and **LINE**: the callback URL to paste into your provider's console.
* **WhatsApp API**: the inbox's **API Key** with **Update API Key**, **WhatsApp Embedded Signup** with **Reconfigure** for a number connected through Meta's sign-up flow, **Switch to Manual Setup** (**Phone Number ID**, **Business Account ID**, **API Key**) to run the number on your own Meta app, the **Webhook Verification Token**, and **Sync Templates** to pull the latest approved templates from Meta. See [Connecting a WhatsApp inbox](/settings/connecting-a-whatsapp-inbox) and [Migrating an existing WhatsApp number to Mampu AI](/settings/migrating-an-existing-whatsapp-number).

## Bot Configuration

**Select an agent bot** to hand first replies in this inbox to a bot built with the developer API, then **Update**; **Disconnect bot** removes it. Flow Agents are connected the other way round, from the agent's own inbox list; see [Testing and connecting an agent](/flow-agents/testing-and-connecting-an-agent).

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

## Templates

WhatsApp API only. The message templates of this number with their category and status (**Approved**, **Pending**, **Rejected**, with Meta's reason when rejected). **Create template** opens the editor, each row has **Edit template** and **Delete template**, **Sync** refreshes the list from Meta, and **Manage in library** opens the account-wide library. See [Creating WhatsApp message templates](/settings/creating-whatsapp-message-templates) and [The WhatsApp Templates library](/settings/whatsapp-template-library).

## Account Health

WhatsApp API only. **Manage your WhatsApp account** shows what Meta reports for the number: **Display phone number**, **Business name**, **Display name status** (**Approved**, **Pending Review**, **Available Without Review**, **Rejected**, **Declined**), **Quality rating**, **Messaging limit tier** (from **250 customers per 24h** up to **Unlimited customers per 24h**) and **Account mode** (**Sandbox** or **Live**). **Webhook Configuration** warns with **Webhook not configured** or **Webhook URL mismatch** when messages cannot reach the inbox, and **Register Webhook** fixes it. **Go to Meta Business Manager** opens Meta's own settings. See [Normal WhatsApp vs WhatsApp Cloud](/platform/connect-to-social-media-channels/normal-whatsapp-vs-whatsapp-cloud) for what the tiers and quality rating mean.

## Connection Status

WhatsApp Business app connected by QR code only. **WhatsApp Connection Status** shows **Connected** or **Disconnected**, the **Phone Number**, **Connected Since** and the last status update, with **Refresh** to check again. When the phone has dropped the link, **Reconnect** generates a new QR code to scan. **Re-link WhatsApp** signs the number out on purpose and generates a QR code, for example to move the inbox to a different phone; you confirm with **Sign out and generate QR**. See [Connecting a WhatsApp inbox](/settings/connecting-a-whatsapp-inbox).

## Comment Replies and Utility Templates

**Comment Replies** holds the rules that answer comments on your Facebook, TikTok or Instagram posts; see [Facebook Comment Replies](/settings/facebook-comment-replies) and [TikTok Comment Replies](/settings/tiktok-comment-replies). **Utility Templates** is where a Facebook page's approved Messenger templates for blasting live, on accounts with Messenger blasting switched on.

## Calls and Voice

* **Calls** (WhatsApp API numbers enrolled for calling): **Enable WhatsApp Calling** lets agents place and receive WhatsApp calls on the **Business phone number** straight from the browser; **Allow incoming calls** decides whether customers can ring you, and the **Call permission request message** is what a contact sees before they agree to be called.
* **Voice** (voice inboxes): **Enable Voice Calling** with the provider credentials, and **Allow incoming calls**; when it is off, incoming calls are declined and no conversation is created, while 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)

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