Inbox 2 Migration - Help Scout Support

Description: Starting early November 2024, we will begin the migration from Legacy Mailbox to Inbox 2. While Legacy Mailbox has served us well for the past several years, we

Content: Inbox 2 MigrationStarting early November 2024, we will begin the migration from Legacy Mailbox to Inbox 2. While Legacy Mailbox has served us well for the past several years, we are excited for this next step in it's evolution. The Legacy Mailbox experience had become visually dense, with limited room for growth and new features.Enter Inbox 2, designed with a modernized UI, enhanced legibility, and faster performance. We’ve streamlined the interface to provide a more intuitive and accessible experience, optimizing how you view threads and understand context. Our goal was to reduce noise, focus on what’s most important, and give you the flexibility to customize your workflow. The result is an inbox that not only looks better but works smarter—setting you up for a more efficient and enjoyable experience.In this articleMove to Inbox 2Preparing for the TransitionNew Features with Inbox 2Frequently Asked QuestionsMove to Inbox 2Planned MigrationAccount Owners and Admins will receive a notice 30 days ahead of the migration date. After that 30 day period, all users in the account will be automatically moved to the new inbox experience. We recommend opting in during your 30 day window so you will have plenty of time to familiarize yourself with the updates before your migration date. We also invite you toregister for a live classtailored specifically to Inbox hosted by a member of our support team.Opt-in EarlyReady to experience Inbox 2 right now? Starting on the Dashboard, click onGet Startedand then clickUpdate Nowto be updated to Inbox2.Opting in before your migration date ensures that you'll be confident in the inbox experience ahead of the migration.Note: If you don’t see this option on your Dashboard, it means account was opened after we rolled out the new experience and you are already in the latest and greatest.Preparing for the TransitionHere are some tips for preparing yourself for using Inbox 2 ahead of your migration date:Allow yourself time to adjust.Pick a time that isn't busy and just explore the updated layout without any pressure start working in Inbox 2 right away. We find it typically takes about one day to become comfortable with the changes.Focus on core actions first.Find the key features you use the most and get familiar with them. By focusing on your core actions, you'll quickly build your confidence in Inbox 2.Attend a live class.Sign up for one of our Inbox 2 focused classes led by a member of our support team.Register here.Want a more in depth rollout plan? Take a look at the blog post,Navigating Change Management: Transitioning to Inbox 2.Inbox 2 HighlightsGet Organized with ViewsMove Faster with AI ToolsAI Powered FeaturesControl What You See and SendWrite Your Best RepliesModern and Adaptable UIPowerful ShortcutsGet Organized with ViewsCreate views in the Inbox to filter incoming conversations based on the criteria like tags, assignments, status, and more.SeeCreate and Manage Inbox Viewsfor more.Move Faster with AI ToolsWith our AI tools, you can draft replies, edit, translate text, and even summarize conversations threads.AI Draftswill create a high-quality draft ready to review, revise if needed, and send in just one click.Read on here:AI DraftsLetAI Assistcheck your grammar and spelling in replies, modify the tone or length of what you wrote, or even translate your text to a different language.Read more here:AI AssistUseAI Summarizeto get a quick summary of an entire conversation with one click.Read more here:AI SummarizeControl What You See and SendSnooze conversations that can wait, remind yourself of timely follow-ups, and schedule emails to send exactly when you want.Read more about these features here:Snooze ConversationsSchedule a Reply to Send LaterWrite Your Best RepliesCompose and add the right content faster with easier text formatting, a new shortcut menu, saved reply previews, and more.SeeWhat's New With the Conversation Editorfor full details.Modern and Adaptable UIStay focused and in the zone with an accessible, legible, and customizable UI that gives you better control over what stays in view.Powerful ShortcutsGet more done with the new command palette, and perform powerful actions without ever needing to use your mouse.Tip: Type in "Confetti" for a fun surprise!Check out the following details:The Command PaletteKeyboard ShortcutsFrequently Asked QuestionsWhy redesign the Mailbox at all? It was fine before.That's a totally valid question! Buzz Usborne, our Principal Designer, goes into both thewhyand thehowof the Inbox redesign in his blog post,Why We Redesigned Inbox.How can I add saved replies, attachments, or Docs articles to my email reply?You can use either the/key while typing, or click the + sign at the bottom of the editor to open the menu, which will give you access to saved replies, attachments, and Docs articles.You can also usekeyboard shortcutsto add these to conversations as well.Saved Replies - Cmd + Shift + S (Mac) or Ctrl + Shift + S (Windows)Attachments - Cmd + Shift + A (Mac) or Ctrl + Shift + A (Windows)Docs articles - Cmd + / (Mac) or Ctrl + / (Windows)Can I change the thread order back to newest at the top?The chronological order of threads, with the oldest at the top and newest at the bottom, is not something that can be changed in Inbox 2.After opening a conversation, you are immediately focused on the most recent thread. From there, if you want to read the earlier threads, you can scroll up or useOption + Up Arrow.Ready to reply? Use theRshortcut or click theReplybutton to open up the editor wherever you are in the conversation.Need to reference an earlier thread as you're writing your reply? While the editor is open, using your mouse or trackpad, you can scroll the threads up or down so you always have the context you need.Can my threads take up more width on the screen?Yes! With the newWide Layoutoption, threads in a conversation will take up the full width of the conversation panel (aka no more whitespace). PressLor selectWide Layoutin the More Actions menu to give it a try!How can I expand the conversation editor?In the upper right hand corner of the editor you will see a set of arrows that can be clicked on. When you select that, it will expand the conversation editor to the full size, so you can give full focus on the reply to your customer.When your browser window is smaller (vertically) than670px, the composer becomes fixed to the bottom of the page. We're open to revising that behavior in the future, if you are finding it isn't working well for you, but for now, this is expected.With the copy to folder action no longer available with Workflows, how can I create folders in the inbox?That can now be done withViews. Currently you can filter your inbox based on the following criteria:Channel (email/chat/phone)TagStatusCustomer emailAssigneeSubject lineDate createdWaiting SinceCustom FieldCustomer PropertyMore filtering options to come!

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