Productivity

The Productivity settings section defines the options that improve efficiency in your contact center.

Key aspects include:

• Saving time and enhancing agent workflow - Help agents complete tasks faster, reduce manual effort, and enable them to focus on higher-value work.
• Supporting agent decision-making - Provide insights or guidance to help agents make better decisions more quickly.

To configure productivity settings, log in to your Infobip account and go to Inbox → Settings → Productivity.

See the following sections for details on each setting.

Workflows

Workflows are easy-to-use automations created within a simple “if-this-then-that” editor.

You can set up workflows in Inbox → Settings → Productivity → Workflows.

There are two types of workflows:

1. Time-based - Triggered after a set time period. For example, when a conversation has been in the Solved status for more than 24 hours.
   • Time-based workflows also apply to older conversations, as long as the triggering update occurred after you set up the workflow.
   • You can define a duration of up to 90 days. The minimum pending time is 10 seconds.
   • For bot conversations, the time period starts when the bot hands over the conversation, not when the agent is assigned to it.
   • The system does not make one more attempt unless specific conditions are met and the conversation is updated.
2. Event-based - Triggered immediately after a certain event occurs. For example, when a conversation status changes to Solved.

Workflow elements [#workflow-elements-workflows]

A workflow consists of:

• Trigger(s) (mandatory) - Refers to a time period or an event that triggers the workflow. You can set multiple triggers in a single workflow. Multiple triggers are tied to an OR operator, so the workflow activates when any of the triggers occurs.
• Conditions (optional) - These are additional statements that enable you to select the actions to perform on different entities. The OR operator is supported in conditions, allowing for a combination of multiple conditions where only the AND operator is applicable between them. As a result, you can achieve any combination of conditions you need. Within a single workflow, you can use each attribute only once as a condition.
• Action(s) (mandatory) - Performed when triggers and conditions are met. You can add single or multiple actions. If you add the "Close conversation" action, bear in mind that no other actions can follow this one. Add all other actions you need before you add the "Close conversation" action.

When the triggers occur and the conditions are met, the workflow performs the actions. You can set the order of your workflows. Workflows are activated one after the other, and the result of one workflow can trigger one or more workflows later in the list.

Create workflow [#create-workflow-workflows]

To create a workflow, whether time-based or event-based, select Create new. Then, configure the following:

1. Name of the workflow
2. Description (optional)
3. Set triggers
4. Set conditions (optional)
5. Set actions
6. (Optional) Use the toggle in the workflow editor to enable or disable the workflow. For example, disable the workflow if something goes wrong or if you need more time to complete the setup.
7. Once you set up everything, select the Create workflow button.

Edit, delete, and reposition workflows [#edit-delete-and-reposition-workflows-workflows]

Selecting the three dots in the Actions column provides options to organize your workflows:

• Edit - Modify the workflow
• Delete - Remove the workflow permanently
• Send to bottom - Move the workflow to the end of the list
• Send to position - Specify the position of the workflow (for example, position 7)

Ordered lists

You can organize workflows by dragging and dropping them into ordered lists. The system runs workflows in order, starting with the first, followed by the second, and so on.

This structured execution ensures more precise use cases and helps prevent issues like random workflow execution or cyclical dependencies.

Placeholders for automatic replies [#placeholders-for-automatic-replies-workflows]

You can configure placeholders to customize automated replies for the following actions:

• Send message to customer (content)
• Email customer (content + subject)
• Email external recipient (content + subject)
• Email transcript (subject)
• Notify by email (subject)
• Message on Slack (content)
• Populate form fields (value)

You can also configure the same variables that the Call API actions support, and the Short ID placeholder. API actions also support the Short ID placeholder.

Workflow actions placeholders

You can use placeholders to dynamically insert conversation, channel, agent, form, or Customer Profiles data into workflow actions.

When a workflow is triggered, the workflow resolves placeholders with the most recent or relevant values available at that moment.

Check the following tables for details on supported attributes.

Conversation attributes

Channel attributes

Agent attributes

Form fields input

Customer Profiles attributes

Company attributes

Workflow conditions attributes

Workflow conditions let you define rules that must be met for an action to run.

The workflow evaluates conditions at the moment it is triggered, based on conversation, agent, channel, form, or Customer Profiles data.

Placeholders not available in conditions

Some conversation placeholders do not have matching workflow conditions, for example:

• {{content}}
• {{queueDefaultSender.name}}
• {{message.from}}
• {{conversation.id}}
• {{sentiment}}
• {{conversation.shortId}}
• {{conversation.summary}}
• {{survey.comment}}
• {{survey.rating}}
• {{message.to}}
• {{conversation.topic}}

Check the following tables for details on supported attributes.

Conversation attributes

Form fields input

You define internal form fields (dispositions) in Inbox → Settings → Service quality → Internal forms.

They can be strings, numbers, dates, or booleans.

Customer Profiles attributes

Workflow conditions support a limited set of Customer Profiles attributes.

Placeholders for outbound email templates

You can use the following placeholders in outbound email templates. The system resolves the values at the moment the email is sent.

Check the following tables for details on supported attributes.

Conversation attributes

Channel attributes (resolved based on the outbound email message)

Customer Profiles attributes

Call API action

As mentioned in the previous table, the Call API action in workflows triggers Infobip and third-party APIs when a customer sends a message to differentiate if they reached out to Support or Marketing. It consists of the following parameters:

• Method
• URL
• Content type
• Headers
• Body

The Content, From, and all Email variables in the Call API action have a trigger requirement. They are available only with the Outbound agent message is sent and Inbound message received triggers.

Method

The Method parameter specifies the type of HTTP request you want to make to the endpoint. It indicates the action to perform on the resource that the URL identifies.

• GET: It is a read-only method and does not modify the resource. For example, when you want to retrieve information about a user from an API, use the GET method.
• POST: Submits data to the server to create a resource. Use it to create or submit data, such as submitting a form or creating a user. When you want to create a resource, use the POST method.
• PUT: Updates a resource on the server. It replaces the entire resource with the data provided. For example, if you want to update the details of a user, use the PUT method.
• PATCH: Similar to the PUT method, but instead of replacing the entire resource, it applies partial updates to the resource. It lets you update specific fields or properties of a resource.
• DELETE: Used to delete a resource from the server. When you want to remove a resource, use the DELETE method.

URL

The URL in an API Call is the specific address where the API is located and the desired resource or action is identified. It consists of the base URL (API location) and the path (resource/action within the API). The endpoint uniquely represents the location within the API that you want to interact with.

For example, https://api.example.com/users(opens in new tab) represents the endpoint for the users resource in the API.

Content Type

The Content Type in an API Call refers to the format of the data being sent or received, and it specifies how the data is interpreted. It includes the following options:

• RAW
• JSON (application/json)
• Text (text/plain)
• XML (application/xml)
• URL-encoded (application/x-www-form-urlencoded)
• Form Data (multipart/form-data)

Set the correct content type so that the API processes the data accurately.

Headers

Headers in an API Call are the key-value pairs that provide additional information in the HTTP request or response. They include details like authentication credentials, content type, caching directives, and more. Headers help the client and server communicate effectively and handle various aspects of the API interaction.

Body

The Body refers to the data transmitted in the HTTP request or response. It can use any of the formats listed under Content Type. The Body lets the client and server exchange and manipulate data. You can set it with key-value pairs, or as text in the editor.

Use triggers, conditions, and actions listed in the following tables to create dynamic, customized, and efficient automations. Advanced conditions and operators optimize workflows and align automations more precisely with your requirements.

Triggers [#triggers-workflows]

Find the available triggers for initiating workflows in the table below.

Conditions [#conditions-workflows]

Find the available conditions that, when set, further filter conversations based on their characteristics.

Actions [#actions-workflows]

Find the available actions that are performed when triggers and conditions are met.

Templates

Predefined templates help reduce repetitive work and make handling common requests more efficient. Agents can select ready-made replies instead of typing the same responses repeatedly.

Each template in the Templates list has a status toggle. Use it to make the template available to agents or to hide it without deleting it.

Go to Inbox → Settings → Productivity → Templates.

The Templates page has 2 tabs:

• All: Lists all templates across channels.
• WhatsApp registered: Lists only WhatsApp templates pre-approved by Meta. For more information, see Pre-registered WhatsApp templates.

From the Templates page, you can:

• Search templates
• Create templates
• Filter templates by access, channel, language, status, tags, or validity (Any time, Currently available, or a custom date range)
• Turn template availability on or off for templates on any channel
• Preview, edit, duplicate, or delete templates
• Manage tags

Create templates [#create-templates-templates]

To create a template:

1. Go to Inbox → Settings → Productivity → Templates.
2. Select Create template, then choose the channel from the drop-down menu.
3. On the content step, add the message content for the selected channel. Depending on the channel, you can add attachments, emojis, or channel-specific content types (see WhatsApp templates with rich content, RCS templates, and Email templates).
4. Select Next. Next is enabled only once the content step is filled in.
5. On the Setup step, configure the following:
   • Status: Turn on the toggle to make the template active and immediately available to agents. Turn off the toggle to save the template without publishing it. You can change the status later from the Templates list.
   • Template validity: Choose Always available, or Set start and end dates to limit when the template is available.
   • Access and visibility: Choose Everyone, or Specific queue to limit which queues can use the template.
   • Language: Select the template language.
   • Tags (optional): Add tags to help agents find the template.
6. Select Save.

Preview a template

Select a template name from the list to open the template details panel.

The panel header shows the template name, channel icon, who last updated it, and how many times it was used in the last month.

The Preview section renders the template content exactly as the customer sees it. This includes formatting such as bold text, bullet points, tables, inline images, and links.

Below the preview, the panel shows the template configuration at a glance:

• Status: Whether the template is active
• Access and visibility: Who can use the template (Everyone or a specific queue)
• Time validity: Whether the template is Always available or limited to a date range
• Tags: Tags assigned to the template

From this panel, you can Close it, Duplicate the template, or select Edit to modify it.

WhatsApp templates in Inbox

WhatsApp templates come in two kinds:

• Those created in Inbox for quick replies during ongoing conversations (see WhatsApp templates with rich content)
• Pre-approved by Meta for starting new conversations or sending messages after the 24-hour session window (see Pre-registered WhatsApp templates)

WhatsApp templates with rich content [#whatsapp-templates-with-rich-content-templates]

You create these templates in Inbox for quick replies during ongoing conversations (within the 24-hour customer session window). Agents can fully edit the content before sending.

Supported content types:

• Text
• Image
• Video
• Audio
• Document
• Sticker
• Location
• Location request
• List message
• CTA URL button
• Reply button
• Media carousel

You can also use automatic placeholder mapping from standard Customer Profiles attributes to personalize templates with customer data.

WhatsApp templates support the following options in addition to tags and language. These options help agents find the right template and give supervisors more control over template access:

• Queue-based access: Agents can access all templates assigned to queues they belong to, regardless of the queue of the active conversation.
• Time validity: Supervisors can make a template available only during a specific period. For example, a supervisor can set a seasonal campaign template to expire when the campaign ends. The template then no longer appears in the template list of the agent.

Create a WhatsApp template

Follow the steps in Create templates. On the content step, choose WhatsApp from the channel drop-down menu, then add and configure the template content. You can use the following content types:

• Text
• Image
• Video
• Audio
• Document
• Sticker
• Location
• Location request
• List message
• CTA URL button
• Reply button
• Media carousel

For media content types (image, video, document), enter a URL to the media file. You can also configure headers, footers, and buttons, and use placeholders mapped to Customer Profiles attributes to personalize content with customer data.

On the Setup step, configure status, template validity, access and visibility, language, and tags, then select Save.

Pre-registered WhatsApp templates [#pre-registered-whatsapp-templates-templates]

WhatsApp message templates are pre-approved messages required by WhatsApp Business rules. Meta reviews and approves them before use to ensure compliant outbound communication.

Agents cannot edit the content of a pre-registered template. They can only fill in placeholders that the supervisor has marked as editable.

For more information, see Use WhatsApp message templates.

When templates are required

When WhatsApp is selected as a channel, the system automatically checks the conversation context and determines whether:

• This is the first interaction with the customer, or
• More than 24 hours have passed since the last customer message

If more than 24 hours have elapsed, you must use a WhatsApp template to start a new conversation. In this case, an alert in the message reply box shows that a template is required.

Supported WhatsApp registered media templates

Inbox supports the following types of WhatsApp registered media templates:

Text and rich media

Text and rich media templates include the following components:

• Header
• Content (body)
• Footer
• Buttons

Buttons are supported with specific limitations, as described below.

Supported button types

Text and rich media templates include the following button types:

• Quick reply
• Call button
• WhatsApp Call button
• Click-to-URL

Call permission request templates

Call permission request templates include the following components:

• Header
• Content (body)
• Footer

Template availability and queue-sender limitations

If no templates are available in the template selector, this may be because:

• No templates are assigned to the queue of the agent.
• All assigned templates have expired (time validity has passed).
• Templates are distributed across specific queues, and the queue of the agent has none assigned.

If this happens, review the template configuration.

Review templates with missing content

When Meta approves a registered template, the template appears in Inbox with the status Active. Supervisors can review these templates in the Templates list (Inbox → Settings → Productivity → Templates). They can fill in any missing content, for example, a body placeholder, header media, or button URL.

Supervisors can choose how to handle the missing content:

• Pre-fill the template: Open the template and add the missing content yourself, such as mapping a People attribute or adding an image or video. Agents then see a complete, ready-to-send template and do not need to do anything else. Use this option when the content is not variable.
• Leave it editable by agents: Keep the relevant fields editable by agents (enabled by default). Each agent fills in the missing content manually before sending the template.

This gives supervisors more control over the content agents send and helps agents work more efficiently.

RCS templates [#rcs-templates-templates]

Use RCS templates to send rich content to customers, such as files, rich cards, carousels, and suggested actions. Agents can use these templates during ongoing RCS conversations.

Supported content types:

• Text: A text message with optional suggested actions.
• File: A file, such as a PDF document, with an optional thumbnail and suggested actions.
• Rich card: A card with media, a title, a description, rich card buttons, and suggested actions.
• Carousel: Up to 10 rich cards in one message that the customer can scroll through horizontally.

For detailed specifications of each content type, see RCS message types.

Create an RCS template

Follow the steps in Create templates. On the content step, choose RCS from the channel drop-down menu, then do the following:

1. In Message content, select the content type: Text, File, Rich card, or Carousel.
2. Add the content for the selected type:
   • Text: Enter the message in Message.
   • File: Enter the URL of the file.
   • Rich card: Add the Media URL, Title, and Description. To add buttons to the card, select Add button in Rich card buttons. You can add up to 4 buttons.
   • Carousel: Select the Card width, then add the content for each card in the same way as for a rich card. Select Add card to add more cards.
3. (Optional) To add suggested actions, select Add suggestion in Suggested actions, then configure the suggestion. See Suggested action types.
4. Check the preview of the message on the left side of the page, then select Next.

On the Setup step, configure status, template validity, access and visibility, language, and tags, then select Save.

Suggested action types [#suggested-action-types-rcs-templates]

You can add the following types of suggested actions and rich card buttons to RCS templates:

Type	Fields	Sends a reply to the conversation
Reply	Button text
Open URL	Button text, URL, and URL appearance for users (Browser or Webview)
Dial a phone	Button text and phone number
Show location	Button text, latitude, longitude, and location pin label (optional)
Request location	Button text
Create calendar event	Button text, event title, event description (optional), start time, and end time

For more information about each action type, see Suggested actions.

For information about how RCS rich content is shown in the conversation, see RCS in Inbox.

Email templates [#email-templates-templates]

Email templates offer a wider range of formatting options and content elements compared to other channels. See the Supported attachments and templates table to see which templates and attachments are compatible with the Email channel.

You can create email templates to enable your agents to quickly draft and send messages to end users. Follow the steps in Create templates:

1. Choose the Email channel.
2. On the content step, enter your message content. Use the styling options to format the email the way you want end users to see it. If necessary, add attachments as well.
3. On the Setup step, configure status, template validity, access and visibility, language, and tags, then select Save.

Afterwards, agents can look for and use this template when interacting with customers over email. When searching for an email template, agents see a preview of the rendered email content alongside the template list.

For insights into the agent experience, review the Conversation templates section.

Template tags [#template-tags-templates]

Template tags help agents quickly locate pre-written responses for specific customer questions. You can group templates by topic and filter specific tags to quickly search through the templates:

1. Go to Inbox → Settings → Productivity → Templates → select the Tags tab.
2. You can search for specific template tags, edit or delete tags, or create tags.
3. To edit or delete a tag, select the appropriate option in the Actions column.
4. Additionally, to delete multiple tags, select the box next to each tag name, select the trash bin icon, and confirm the action by selecting the Delete button.

Create template tags [#create-template-tags-templates]

To create a new template tag, select the Create tag button, enter the tag name, and select the check mark to save the new tag.

Macros

Macros help agents resolve repetitive tasks more quickly. Macros are predefined responses that help agents reply faster when customers ask similar questions or discuss the same topics. Agents can also use macros to create escalations to external sources, internal escalations within Inbox, and more.

Agents can apply a macro in open or new conversations. The system then completes all steps of the macro automatically.

Available actions to automate are:

• Status (change the status of conversations)
• Priority (change the priority)
• Forms (fill in the form values/choose the correct form to be displayed to the agent)
• Template (pre-fill the template in the message composer)
• Tags (add tags to the conversation)
• Agent assignment (assign the agent to whom the conversation is directed after the macro is applied)
• Queue assignment (set the queue to which the conversation is assigned once the macro is applied)
• Topic or email subject (set the conversation topic or email subject)
• Recipient field (choose a channel. When the agent applies the macro, the recipient field is filled in based on the previously selected sender)

On the Macros page, you can:

• Create macros
• Search for macros
• Filter them by:
  • All
  • Tags (macro tags are not related to other tags in Inbox. Use them only to search and categorize macros, for example, escalation macros or Sales macros)
  • Status
  • The sorting is done by:
    • Macro name A-Z
    • Macro name Z-A
    • Date created - Newer first
    • Date created - Older first
• Edit macros
• Add macro tags
• Duplicate
• Delete

Create macro [#create-macro-macros]

To create a macro:

1. Go to Inbox → Settings → Productivity → Macros → Create macro.
2. Once the page opens, add the macro name and description.
3. In the Settings part, set up the following:
   1. Availability for:
      • All agents (agents from all queues can use the macro)
      • Selected queues (only agents assigned to the queues you select can use the macro)
   2. Add tag (optional, adding tags makes macros easier to find)
4. Set actions:
   1. Conversation status (change the status of conversations)
   2. Conversation priority (change the priority)
   3. Conversation form input fields
   4. Conversation form (you can choose which form is displayed to the agent once they apply the macro)
   5. Template (you can set one template per channel in a single omnichannel macro. The system detects the channel the agent is using and applies the matching template. If no template is set for that channel, no template is applied)
   6. Tag conversation
   7. Assign agent to conversation (set the agent to whom the conversation is assigned once the macro is applied)
   8. Set topic or email subject for conversation
   9. Set conversation queue (set the queue to which the conversation is assigned once the macro is applied)
   10. Fill in recipient field (choose a channel. When the agent applies the macro, the recipient field is filled in based on the previously selected sender. Supported for SMS, Viber Business Messages, WhatsApp, and Email channels)
   11. + Add an Action button

Macro tags [#macro-tags-macros]

Next to Macros, select the Tags tab to create, edit, or delete macro tags.

Use macro tags to organize related macros into logical groups, so agents can find the right macro faster.

You can group macros based on:

• Customer process flow (for example, Problem acknowledgment (tag1), Problem resolution postponed (tag2), Problem resolved (tag3), and more)
• Importance of customer (for example, Gold customer macros, Silver customer macros, and more)

Agents do not need to remember macro names. They can select the tag that fits their situation, and the list shows only the matching macros.

Create macro tag [#create-macro-tags-macros]

To create a new tag, select the Create tag button, enter the tag name, and select Save.

Views

Views management is available for the Conversations manager role. Users with this role can manage and maintain global and private views.

In views management, users can search for specific views, create views, and manage views. Users can create up to 100 global views per account. Only custom views count toward this limit.

The system shows a maximum of 12 custom shared views per user in the All Work side panel, depending on the configuration.

Managers can access views management in the All Work panel by selecting Manage views, or by going to Inbox → Settings → Productivity → Views.

You can edit a specific view by selecting the three-dot menu where you can:

• Duplicate the view to a private one (if the selected view is visible to everyone)
• Copy the view URL
• Edit
• Delete

You can search for specific views by keyword. The search matches the View name column. You can also filter views by whether they are enabled or disabled.

You can display the views in 2 ways:

1. List mode: Lists all views by last update, most recently updated first. Three tabs are available:
   • All - Global and private views
   • Global - Visible to everyone and specific queues
   • Private - Private views that belong to the manager only
2. Shared with mode: Lists all views, grouped first by visibility:
   • Shared with everyone
   • Shared with specific queues
   

Create custom view [#create-custom-view-views]

To create a view, go to Inbox → Settings → Productivity → Views → Create view. Define the following:

1. Type a name for the view (mandatory).
2. Optionally, add a Description.
3. Choose who to share the view with:
   1. Everyone - Visible to all agents.
   2. Only me - Private view, visible only to you.
   3. Specific queue - A global view (counts toward the 12-view limit) that is visible only to users assigned to the selected queue(s).
4. Choose filters:
   1. Add conditions using attributes like predefined attributes, SLA, conversation forms and fields, or date.
   2. Combine multiple filters; all must match (AND condition).
   3. For does not contain or is not, results include both different values and empty fields.
   4. If filtering by tags, choose between:
      • is any (OR logic, default)
      • is all (AND logic)
5. Adjust your table:
   1. The system proposes default columns automatically.
   2. Add, remove, or reorder columns (minimum 2, maximum 12).
   3. Available columns include:
      • Topic (default)
      • Customer (default)
      • Agent (default)
      • Queue
      • Priority (default)
      • Sentiment (if enabled on account)
      • Started (default)
      • Closed
      • Pending
      • Status (shows the conversation status (Open, Waiting, and Solved))
      • SLA (shows the most critical SLA timer (closest to breach or worst breach))
      • Short ID
      • Last Updated (date and time referring to the last message)
      • Severity (refers to SLA severity applied to the conversation)
      • Callback started
      • Callback pending
      • Form fields values (dispositions)
   4. The display of columns is completely customizable. You can choose custom columns and manage the order of the columns. The view needs a minimum of 2 columns and supports a maximum of 12.
6. Set ordering:
   1. Choose a default preview order: Ascending or Descending.
7. Group data (optional):
   1. Group by Customer, Priority, Sentiment, Status, Severity, or Form fields (excluding date/time fields).
   2. If you do not set grouping, the system orders data by Pending by default.
   

Inbox AI

Inbox AI is part of Ask AI, the Infobip AI assistant. It provides AI features that help agents reply faster and resolve conversations. You choose which features agents can use and in which queues.

To configure Inbox AI, go to Inbox → Settings → Productivity → Inbox AI. You can turn on and configure the following features:

• AI conversation summary
• Enhance writing
• Translate agent messages
• Suggested replies
• Fill in forms with AI (paid add-on, charged per use)

Use the toggle next to each feature to turn it on or off. For suggested replies, you turn the feature on for each queue.

To show agents AI-generated context about each customer, use the AI customer context tab. For details, see AI customer context.

AI conversation summary [#conversation-summary-inbox-ai]

AI conversation summary generates a short summary of each conversation so agents can catch up quickly. The summary covers past and current customer interactions, including both chatbot and agent interactions. Instead of reading the whole conversation, agents can generate the summary on demand and add it to the conversation as a summary or a note.

To turn on this feature:

1. Switch on the AI conversation summary toggle.
2. To choose which queues have access to conversation summaries, select Edit queue access and choose one of the following options:
   1. Apply to all current and future queues
   2. Limit access to specific queues
3. (Optional) To adjust how summaries are generated, select Customize next to Summary settings. Configure the following options:
   1. Language - Choose the language for your summary. You can choose between Spanish, Portuguese, English, Arabic, Chinese (simplified), and Croatian.
   2. Structure - Define the structure for the summary by outlining the key points you want to highlight. You can reset the structure to its default layout at any time.
   3. Preview - Review the appearance of your summary structure using the content from the last closed conversation. Select View summary example to view the summary.
4. Select Save.

Enhance writing [#enhance-writing-inbox-ai]

Enhance writing helps agents fix grammar and spelling, and rephrase their replies. This keeps agent communication clear, professional, and polished.

To turn on this feature:

1. Switch on the Enhance writing toggle.
2. To choose which queues have access to enhance writing, select Edit queue access and choose one of the following options:
   1. Apply to all current and future queues
   2. Limit access to specific queues
3. Select Save.

Translate agent messages [#translate-agent-messages-inbox-ai]

Translate agent messages translates agent replies into the customer's language or a different language before sending. This enables multilingual communication with customers whenever needed.

To turn on this feature:

1. Switch on the Translate agent messages toggle.
2. To choose which queues have access to translation, select Edit queue access and choose one of the following options:
   1. Apply to all current and future queues
   2. Limit access to specific queues
3. Select Save.

Suggested replies [#suggested-replies-inbox-ai]

Suggested replies suggests replies to agents during live conversations, so responses are faster and more consistent. Agents can request a suggested reply from the message editor or from Ask AI.

Suggested replies are available only in the queues that you add to this feature.

Inbox AI uses two sources to suggest replies:

1. Previous conversations - Closed conversations from all queues assigned to the agent. Inbox AI always uses this source, with or without a knowledge agent. It helps Inbox AI find similar cases and proven solutions.
2. Knowledge base (optional) - The knowledge base of the knowledge agent that you add to the queue, such as product documentation, company policies, and help center content.

Add queues for suggested replies

To turn on suggested replies for one or more queues:

1. In the Suggested replies section, select + Add queue.
2. In Queues, select the queues, then select Apply.
3. (Optional) In Knowledge agent, select the knowledge agent whose knowledge base you want to use in these queues.
4. Select Save.

Manage queues for suggested replies

The table lists the Queues that have suggested replies and the Knowledge agent added to them. A dash in the Knowledge agent column means that suggested replies in these queues are based only on previous conversations.

In each row, you can:

• Use the toggle to turn suggested replies on or off for the queues.
• Select the three-dot menu, then select Edit to change the knowledge agent.
• Select the three-dot menu, then select Delete to remove the queues from suggested replies.

Fill in forms with AI [#fill-forms-with-ai-inbox-ai]

Fill in forms with AI fills out forms with AI so agents spend less time on manual entry. This feature is a paid add-on and is charged per use. For pricing and activation, contact your account manager or Support.

To turn on this feature, switch on the Fill in forms with AI toggle. Then, select + Add form to choose a form for AI-powered filling.

In the window that opens, configure the following:

1. Select form - Select the form from the list. To open the form in a new tab, select the link below the field.
2. Select fields to fill using AI - Select the fields you want to fill out using AI.
3. Select method:
   1. On demand - The form is filled out only when the agent selects Auto-fill form with AI in the conversation.
   2. Automatic form filling - The form is filled out automatically based on automation rules. If you select automatic form filling, choose the automation and define when the form is filled out:
      • Conversation started: The form is filled out after the first customer message is received.
      • Conversation solved: The form is filled out when the conversation is marked as Solved. When you add a form with automatic form filling, the system automatically generates a view-only workflow. You can find it in Settings → Productivity → Workflows → Event-based workflows. The workflow is named [AI] %FORM-NAME%.
      
4. Queue settings - Define which queues have access to filling out the form with AI. You can apply the settings to all current and future queues, or restrict access to specific queues. If no queues are selected, AI form filling is available to agents across all queues.
5. Provide context to enhance accuracy (optional) - Describe the purpose of the form, including its fields, values, and relevant terminology or shorthands, to help AI fill out the form accurately. For example: "In the form_DateTime field, use the timestamp of the customer's first message, and in the form_Text field, enter a short summary of the customer's issue."
6. Select Save.

The table lists each Form, its Queues, and the fill-out Method. Use the toggle in each row to turn AI form filling on or off for that form.

Learn how agents use Inbox AI

AI customer context [#ai-customer-context-inbox-ai]

AI customer context shows agents AI-generated context about each customer, as analyzed in Customer context in Customer Profiles. In My Work, agents see this context on the AI customer context card, with content tailored to the needs of human agents. On the AI customer context tab, you choose whether agents see the card and in which queues.

To learn what agents see on the card, see AI customer context.

Before you begin:

• Turn on AI analysis in Insights settings.
• Turn on Customer context in Customer Profiles. For details, see Set up Customer context.
• Make sure you have the inbox/settings/ai/manage permission. For details, see Inbox roles and permissions.

To show AI customer context to agents:

1. Go to Inbox → Settings → Productivity → Inbox AI, and select the AI customer context tab.
2. Check the status of Customer context in Customer Profiles in the status banner on the tab. To change it, select Manage AI customer context.
3. Turn on the Show AI customer context to agents toggle.
4. In Queues, select where agents see the AI customer context card:
   • All queues
   • Specific queues: Select the queues from the drop-down menu.
5. Select Save.

The queue selection applies to the current conversation. Agents see the card for conversations in the selected queues. The past interactions on the card can come from any queue.

Customer context collection and visibility [#customer-context-collection-and-visibility-ai-customer-context]

AI customer context depends on two separate settings: the Enabled toggle on the Custom facts tab in Customer Profiles controls whether context is collected, and Show AI customer context to agents in Inbox controls whether agents see it. The Inbox toggle does not turn Customer context on or off in Customer Profiles. The following table shows what happens for each combination of the two settings:

Learn how agents use AI customer context