---
title: Inbox
slug: 5XTa-inbox
docTags: 
createdAt: 2025-01-03T10:43:37.398Z
---

The **Inbox Settings** module in Sanoflow centralizes message management by offering tools for categorization, automation, and customization. These settings allow businesses to streamline conversations across multiple channels, ensuring quick and efficient customer interactions.

# Getting Here

:::hint{type="warning"}
**Admins**, **managers**, and other **authorized users** can control different settings in the **Inbox** settings.
:::

To access the Inbox Settings, follow these steps:

1. Log in to your Sanoflow dashboard.
2. From the left-hand menu, select **[Settings](https://app.archbee.com/docs/GPbGdt7UNw_cqbLt6FZhi/uiC1_cnOMvON4DDg4i5U8)**.
3. Under **Platform**, choose **Inbox**.

![](https://api.archbee.com/api/optimize/tjnHF_B8r1-EKcpEGK2I4-FAFWh34ebVU9BSSl3xUen-20250813-101032.jpg)

# Key Features

## Conversation Categories

- **Purpose:** Group conversations for better organization.
- **Options:**
  - Enable or disable categories.
  - Mark categories as required or optional.
- **Example Categories:** Appointment Confirmations, Business Enquiries, Jobs, Suppliers.

## Automation Features

- **Auto Remove Labels:** Automatically remove assigned labels after a specified time (in hours).
- **Auto Close Conversations:** Set conversations to close after a defined time period (e.g., 24 hours).
- **Unread & Assigned Conversation Email Alert:** Notify users of pending conversations at intervals such as 15 minutes, 30 minutes, 1 hour, etc.

## Saved Replies

- **Purpose:** Create reusable responses for frequently asked questions.
- **Example Replies:**
  - Clinic Timings
  - Insurance Details
  - Post-appointment follow-ups.

## Labels

- **Purpose:** Add visual indicators to conversations for easy identification.
- **Customization:** Choose label names and colors to suit your needs.

## Tags

- **Purpose:** Add specific metadata to categorize conversations beyond labels.
- **Example Tags:** Service #1, Old Patient, Laser Treatment.

# Practical Use Cases

1. **Customer Support Efficiency:**
   - Auto-close resolved inquiries after 24 hours to maintain inbox cleanliness.
2. **Internal Coordination:**
   - Use labels like "VIP Customer" or "Supplier" to prioritize important conversations.
3. **Follow-Up Automation:**
   - Create saved replies for appointment confirmations or post-visit reviews to save time.
4. **Email Alerts for SLAs:**
   - Set unread conversation alerts to ensure team members don’t miss critical queries.
5. **Tag Management for Reporting:**
   - Use tags like "Ortho" or "Botox" for advanced filtering and reporting.

# Best Practices

1. **Define Clear Categories and Labels:**
   - Ensure your team agrees on consistent usage to avoid confusion.
2. **Regularly Update Saved Replies:**
   - Tailor responses to common customer questions and update as business priorities evolve.
3. **Use Automation Wisely:**
   - Leverage auto-close and auto-remove functions to declutter without losing key data.
4. **Monitor SLA Alerts:**
   - Use alerts for accountability and ensure all messages are addressed within a reasonable timeframe.
5. **Combine Labels and Tags:**
   - Labels can be used for internal organization, while tags can support external reporting and campaigns.

# FAQs

1. **Can I create categories for different departments? **
   - Yes, you can set up categories for departments like Sales, Support, or Billing, ensuring all conversations are routed effectively.
2. **What happens if auto-close is set to 0 hours? **
   - Conversations will remain open indefinitely unless closed manually.
3. **Can tags and labels be used interchangeably? **
   - No, tags are for metadata and reporting, while labels provide a visual indication for quick identification.
4. **How many saved replies can I create? **
   - There’s no limit. You can create as many saved replies as needed to support your workflows.
5. **Are conversation categories visible to customers? **
   - No, categories are for internal organization and management purposes.
6. **Can I assign multiple labels to a single conversation?**
   - Yes, you can apply multiple labels to a conversation to reflect various attributes like urgency, department, or issue type.
7. **Is it possible to filter conversations by tag or label?**
   - Yes, you can filter your inbox by tags or labels to quickly locate and manage specific conversation types
8. **Can saved replies include images or links?**
   - Yes, saved replies can include text, images, and hyperlinks to provide comprehensive responses.
9. **Will automation settings affect historical conversations?**
   - No, auto-close and auto-remove settings apply only to new or ongoing conversations from the time the rule is activated.
10. **Can I restrict access to edit tags, labels, or saved replies?**
    - Yes, only users with the appropriate role permissions (e.g., Admin or Manager) can create or edit tags, labels, and saved replies.