Configuring the Inbox

The Inbox is where your team spends the day. This guide sets up the screen so every conversation reaches the right person, with the rules and shortcuts your operation needs. We’ve split it into steps:

1. Get to know the Inbox
2. Organize the queues
3. Set the conversation rules
4. Prepare quick messages
5. Give the team access to Sotto
6. Turn on SLA and the satisfaction survey

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Step 1: Get to know the Inbox

On the first visit, managers and agents get a tour of the screen. It’s worth repeating the essentials: the left menu separates Tudo (All), Sua caixa (Your inbox, the conversations assigned to you), and Não atribuído (Unassigned); the tabs filter by status (Aguardando (Waiting), Andamento (In progress), Finalizados (Closed)); the list can be sorted by urgency or by most recent.

• Get to know the Inbox.
• Handle a conversation.

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Step 2: Organize the queues

Departments are the queues within a Unit: sales, support, finance. A conversation transferred to a department stays pending until someone from that department picks it up. Create departments on the Unit screen and teach your team how to transfer conversations.

• Build the structure in Areas and Units: departments live in the Unit detail view.
• Transfer, add notes, and tag conversations.

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Step 3: Set the conversation rules

These rules apply to every channel: whether the agent’s signature is required, whether the person can change the signed name, how long an inactive conversation takes to close on its own, whether Scout evaluates it when it closes, and whether active Sotto comes turned on for new conversations.

• Set the conversation rules.
• Close a conversation and track the satisfaction survey.

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Step 4: Prepare quick messages

A quick message is ready-made text that a person triggers by typing a slash in the message field. Company-wide ones apply to everyone; each person can also have their own.

• Create and use quick messages.

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Step 5: Give the team access to Sotto

Sotto answers the agent’s questions by consulting the Cérebro and what Tino left in the conversation, and it suggests ready-made replies. Access is granted person by person, on the Users screen. Active mode, where it suggests replies on its own, is part of the Scale plan.

• Invite and manage users: the Sotto access toggle.
• Use Sotto.

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Step 6: Turn on SLA and the satisfaction survey

SLA sets the maximum time for the first human reply and warns the team before it runs out, with a clock shown on the conversation. The satisfaction survey asks the customer, at the end of support, how it went, and feeds Scout and the metrics.

• Set the support SLA.
• Configure the satisfaction survey.

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Next steps