Custom Inboxes

Custom inboxes are saved sets of filters that appear in your Inbox's views panel. Use them to give a group of conversations its own inbox, for example "VIP WhatsApp" (WhatsApp conversations with the VIP tag) or "Unassigned sales leads". You can combine channel, lifecycle stage, contact tag, team and assignee filters with and / or logic, and keep each custom inbox private or share it with your teammates.

#Before you begin

• Any teammate who can use the Inbox can create custom inboxes.
• A custom inbox only shows conversations you're allowed to see. If your role sees only your teams' conversations, a shared custom inbox shows you only those.
• Only the person who created a custom inbox can edit or delete it.

#How to create a custom inbox

1. Open Inbox.
2. In the views panel, find the Custom inbox section and click + (New custom inbox).
3. In Create Custom Inbox, type a Custom Inbox Name, for example "VIP WhatsApp".
4. Under Sharing Options, choose who can see it:
   • Private: only you have access.
   • Public: everyone in the workspace can view it.
   • Shared: only the users and teams you pick. Use Select users and Select teams.
5. Click Create. The custom inbox opens so you can add its filters.

Screenshot placeholder

Inbox › Custom inbox section › + (New custom inbox)

The "Create Custom Inbox" side panel with the Custom Inbox Name field filled in with "VIP WhatsApp", the Sharing Options list with Private, Public and Shared, Shared selected with two users and one team picked, and the Cancel and Create buttons.

File: screenshots/custom-inboxes-create.png

#How to set the filters

The editing panel has two tabs: Filter and Settings.

1. On the Filter tab, click Add Filter.
2. Pick what to filter on:
   • Channel
   • Lifecycle stage
   • Contact tag
   • Team
   • Assignee: Me or Nobody (unassigned).
3. Pick one or more values. Channel, lifecycle stage, contact tag and team match when the conversation is any of the values you pick. Assignee uses is.
4. Click Add Filter again to add more conditions. Conditions in the same list are joined with and: a conversation has to match all of them.
5. To add an alternative set of conditions, click Add Group. Groups are joined with or: a conversation shows when it matches any one group, as well as every condition above the groups.
6. Click Save changes. The list updates straight away.

Until you save, (Unsaved) appears next to the name. Reset Filter removes every condition so you can start again.

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Inbox › a custom inbox › Filter tab

The custom inbox editor on the Filter tab with a top condition "Channel is any of WhatsApp Business", then Group 1 "Contact tag is any of VIP" and Group 2 "Lifecycle stage is any of Hot Lead" joined by "or", the Add Filter and Add Group buttons, and the footer with Reset Filter, Save As New Custom Inbox and Save changes.

File: screenshots/custom-inboxes-filters.png

#Example

To see WhatsApp conversations from either VIP customers or hot leads:

• Top condition: Channel is any of WhatsApp Business.
• Group 1: Contact tag is any of VIP.
• Group 2: Lifecycle stage is any of Hot Lead.

#How to rename or change sharing

1. Hover over the custom inbox in the views panel, click its actions menu and choose Edit.
2. Open the Settings tab.
3. Change the Custom Inbox Name or the Sharing Options.
4. Click Save changes.

#How to copy a custom inbox

In the editor, click Save As New Custom Inbox. Resool saves the current filters as a new, private custom inbox with "(copy)" after the name. Use it to try a variation without changing the original.

#How to find and delete custom inboxes

• Use All, By me and By others at the top of the Custom inbox section to see every custom inbox, only yours, or only those shared with you.
• To delete one of yours, open its actions menu, choose Delete and confirm. Only the saved filters are deleted; the conversations stay.

#Notes and limitations

• You can add up to 10 groups to a custom inbox.
• Each filter type can be used once in the top list and once in each group.
• Status, sort, Unread only and the other list filters still apply on top of a custom inbox.
• Custom inbox names can be up to 60 characters.

#FAQ and troubleshooting

#My teammate shared a custom inbox, but it's empty for me. Why?

Custom inboxes never widen what you can see. If your role only shows your teams' conversations, the custom inbox only lists the matching conversations from your teams.

What you can do:

• Set Show to All conversations in case the matches are closed or snoozed.
• Ask an Owner or Admin whether you should be in another team.

#Why can't I edit a custom inbox?

Only its creator can edit or delete it. You can still open the views panel's By others list and use it. Ask the creator to change it.

#Can I filter by contact field or conversation status?

Custom inboxes filter by channel, lifecycle stage, contact tag, team and assignee. Use the Show menu for status, and Segments for contact-field filters on the Contacts page.

#What's next?

• Conversation Views and Filters
• Tags
• Teams