Configuring Inbox Settings
In this article, you'll learn how to configure the Inbox including assignment modes, channel connections, and conversation display settings.
💡 You need Admin role in Enjo to access Inbox settings.
Before you start
You must have an AI Agent created and connected to at least one channel before configuring the Inbox. See AI Agent Channels.
For Slack channel setup, your Slack workspace must already be connected to Enjo. See Slack Integration.
Opening Inbox settings
Go to Inbox from the left sidebar.
Click the gear icon at the top of the Inbox screen.
Two tabs are available: General and User Channel.
General tab
Live Agent assignment
Configure how escalated conversations are assigned to human agents. Two modes are available:
Mode | Behavior |
|---|---|
Keep unassigned until picked by a Live Agent | Conversations sit in the Unassigned queue until an agent picks them up manually |
Auto Assign | Enjo automatically assigns conversations based on workload rules |
To add agents to the assignment pool:
Click + Add Live Agent.
Select the agents to include.
💡 Only agents added here are eligible for auto-assignment. See Assigning Conversations for full details on workload distribution.
User Channel tab
Default Slack channel
Set the Slack channel where user-initiated conversations are received.
Click Configure next to Default Slack channel.
Select or enter the Slack channel to use.
Save.
Show customer context in thread
Toggle whether customer attributes appear in the conversation thread. When enabled, select which fields to display:
Name
Email
Phone
Country code
City
Country
Timezone
Device info
Parent website
Use the field selector to add or remove attributes from the thread view.
Show customer notes
Toggle whether customer notes are displayed in the conversation thread.
Danger Zone
The Delete Inbox Channel option permanently removes the Inbox channel and all its configurations.
💡 This action is irreversible. Deleted channels and their configurations cannot be recovered.
What's next
Assigning Conversations — Configure workload distribution for auto-assigned conversations.
AI Agent Channels — Connect the channels your AI Agent uses to receive requests.