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Overview

Each inbox in Conduit centers around a specific contact type. By establishing dedicated inboxes, teams can tailor tools and workflows to match unique contact type requirements. This organizational approach promotes:
  • Efficient communication management
  • Streamlined response workflows
  • Controlled team member access to relevant conversations

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Adding an inbox

To create an additional inbox:
  1. Go to Settings > Inboxes
  2. Select + Add Inbox from the list of existing inboxes
  3. Complete setup by defining the contact type and default settings

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Where inbox settings live

All configuration for a single inbox sits in one place:
  1. Go to Settings > Inboxes
  2. Select the inbox by name
The page opens on the General tab. The remaining tabs sit alongside it, and each one is documented on its own page:

Members

Control who can see and work the conversations in this inbox.

Labels

Create labels that team members can apply to conversations in this inbox.

Saved replies

Reusable snippets your team can drop into a conversation.

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General tab

The General tab covers how the inbox is identified and how conversations in it are assigned.

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Name and color

Renaming an inbox does not move or affect any of its conversations.

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Assignments

Three assignment settings control how conversations reach individual team members. Only members of the inbox can be assigned a conversation, so add members before relying on any of these.
Round robin distributes work before anyone has replied. Auto-assign first responder waits until someone does. Teams that want an even split usually pick round robin, and teams that would rather let people pick up what they can handle usually pick first responder.

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Deleting an inbox

Inboxes that are no longer in use can be removed:
  1. Go to Settings > Inboxes
  2. Select the inbox you want to remove under the Inbox section
  3. Select Delete inbox
Deleting an inbox is irreversible. Check that the inbox is not receiving live traffic and that its conversations are no longer needed before you delete it.

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Frequently asked questions

Team members only see conversations for inboxes where they are explicitly added as members. Add them on the Members tab and the conversations appear straight away.
They answer the same question in two different ways, so running both makes assignment hard to predict. Pick the one that matches how your team picks up work.
One per contact type you handle differently. If two groups of conversations need the same people, the same labels, and the same saved replies, they usually belong in the same inbox.
No. Name and color are display settings only. Conversations, assignments, and labels are unchanged.
Deletion is irreversible, so treat anything in the inbox as unrecoverable. If you may need the history, move the traffic to another inbox first and leave the old one in place.