Using Inbox automations

Automate basic, repetitive tasks in Inbox to free up your agents’ time and enhance your customer experience.

Inbox has a number of built-in automations that you can set up by heading to the automations page in your Inbox settings.

Several of Inbox's automations analyze and extract information from incoming messages, making it easier for your agents to handle tickets. Other automations help you to manage your customers' expectations if your agents can't handle tickets 24/7.

Language recognition

Set up language recognition automation to detect which language your customer speaks. This information can be displayed on incoming tickets and used to route tickets to specific agents with specific language skills.

Sentiment analysis

Set up sentiment analysis automation to detect the mood of your customer. This information can be displayed on incoming tickets and used to route tickets to specific agents with specific sentiment skills.

Business hours

Set up your business hours to let your customers know when you're open and when you're closed. Inbox also gives you the option to create an out-of-office greeting.

Greeting message

Create an automatic greeting message so that your agents don't need to respond manually to every new message.

Email notifications

Agents aren't always there to see new tickets arrive. Set up email notifications to make sure you and your team never miss a new ticket.

Follow-up actions

Once a ticket has been closed, you might want to reach out to the customer to get feedback on your customer service by creating an automated follow-up message.

More advanced automations can be created by using Flow Builder.