Customize Your Inbox Settings - Help Scout Support

Description: Each Help Scout inbox has its own distinct settings — customize your inbox to make it your own! This article will guide you through each of the inbox settings y

Content: Customize Your Inbox SettingsEach Help Scout inbox has its own distinct settings — customize your inbox to make it your own! This article will guide you through each of the inbox settings you find on the Edit Inbox page.Head toManage > Inbox(es) > [Choose Your Inbox], or click on the gear icon in the left-hand sidebar under your folders from within your inbox, and chooseEdit Inbox.Inbox settings are available to Help Scout Account Owners and Administrators only. SeeUser Roles and Permissionsfor more on permissions.InboxInbox NameUse any Inbox Name you'd like! If you've got more than one inbox, it's helpful to use a descriptive name so that you can easily tell them apart. You may choose to use the Inbox Name in theFrom Namefor your Inbox, or invariablesin several other settings that your customers might see.Inbox AddressThe Inbox Address is the main email address for your inbox. You may choose to give this email address out to your customers, or connect a custom email address that uses your own domain name and set up your email to forward to this address. Take a look atAdd or Update a Custom Email Addressfor the details on how to manage that.Connected Email AddressThis setting shows the custom email address that has been connected, if one exists. To change the address, click the blueChangelink just above the box and head toAdd or Update a Custom Email Addressfor the instructions to follow from there.Default settingsFrom NameThe From Name is what will show in your customers' email inboxes when you write to them. ChooseUser's Namefor a more personal look and feel — each email will show as being from your inbox or connected emailaddress, but the From Name will show as the name of the User who sent that reply. Or chooseInbox Namefor a more formal approach — no matter which User replies, it always shows as your Inbox Name.You can also use theCustom Nameto make it something all its own! This field supports a few of ourvariablesthat you can mix in as you like — though you don't see a dropdown list to select a variable, you can enter{%mailbox.name%},{%user.fullName%},{%user.firstName%}, and/or{%user.lastName%}here to use them.Default StatusDefault Status determines which status your conversations automatically go to after a reply has been sent. If you're just starting out, we recommend usingClosedbecause conversations will automatically change to Active when customers reply. If usingActiveorPendingis a better fit for your team's method of working through your conversations, you can change that setting under that menu. More about Help Scout's statuses:Understand Conversation Icons and Colors: Status Indicators.Default AssigneeDefault Assignee designates who has ownership of a conversation after a team member replies. ChooseAnyone (if Unassigned)to keep conversations Unassigned regardless of who replies. This does not apply to conversations that are assigned.To assign the conversation to the User who sends the most recent reply, choosePerson Replying.ChoosePerson Replying (if Unassigned)to assign the conversation to thefirstUser who replies.Auto BccAuto Bcc allows you to automatically send a copy of every outbound reply sent from your inbox to a specific external address. This is useful if, for example, you need to loop in an external email address for archival or compliance.Looking to add an Auto Bcc address for your replies only? Each user can set up for their own Auto Bcc from theirUser Profile.SignatureA signature in Help Scout belongs to the inbox instead of the person. Check outCreate and Manage Inbox Signaturesfor the full information on how to customize this setting.AliasesUse the Alias field to forward multiple email inboxes to the same Help Scout inbox. Adding the alias addresses to this field will tell Help Scout those emails are coming from your inboxes and will direct your replies to the customer.For more detailed information about using alias emails with Help Scout, check outForward Email Aliases to a InboxandWhen to Set Up a New Inbox.SignatureSeeCreate and Manages Inbox Signaturesfor help on this setting.ChannelsSeeConnect Channels to a Help Scout Inboxfor how to add channels.

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