Configure AI Inbox settings
On this page
The AI Inbox Settings page is at Inbox → Settings (/inbox/settings). It is separate from Settings → Email (mailbox connections) and Settings → Integrations → WhatsApp (numbers and templates).
Sections on /inbox/settings
| Section | What it controls |
|---|---|
| AI Learning | Whether the inbox extracts Q&A from staff replies into the knowledge base (uses AI credits per reply). Optional auto-approve for high-confidence learnings. Review queue at AI Agents → Knowledge Base. |
| Voice profile | Per-user writing style used by Smart Reply. |
| Today's Focus (Daily Briefing) | Per-user morning AI digest — time, channels (in-app, email, WhatsApp, push). Uses AI credits when generated. |
| Email visibility (owner/admin) | Enable per-user email access — when ON, each user can be set to Own mailbox only or Can view all mailboxes. When OFF, legacy behaviour: owners/admins see all connected mailboxes; others see their own. |
| Follow-up reminders | Email owners/admins when an inbox message waits past the attend window. Replying to the customer or marking the message actioned stops the clock — AI auto-replies do not. |
| SLA hours (inbox idle follow-up) | Attend within (hours) — one threshold for how long a message may wait for a human. Pause while AI is handling — when ON, the clock starts only once the conversation is escalated. Include Reply Pending — when ON, Reply Pending–labelled messages also run a clock, timed from when the label was applied. Escalation to managers fires 2h past the attend window. This is Inbox follow-up only — Support Desk ticket SLA is configured separately at Support → Settings → SLA. |
What is NOT on this page
- Email auto-replies — configure in Gmail, Microsoft 365, or your IMAP provider.
- WhatsApp auto-replies / bots — configure under AI Agents and WhatsApp template/automation flows.
- Connecting mailboxes — Settings → Email (Google Workspace, Microsoft 365, or IMAP).
- Connecting WhatsApp numbers — Settings → Integrations → WhatsApp.
- Per-number WhatsApp shared vs assigned — managed on the WhatsApp integration page (see article
whatsapp-multi-number-access).