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Can closed conversations show in the team inbox?

  • 18 March 2024
  • 1 reply
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Hello, 

Here is how our support currently operates: Conversations are routed to the appropriate team inbox, and teammates “pick up” the conversations as they come in. The team inbox is set to manually assign and we use the setting that auto-assigns a conversations to the teammate who sends a reply.

When a teammate closes the conversation, it remains in their individual closed inbox. We would like any closed conversations to appear in the teams closed inbox instead. Is there a way to configure this? 

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Best answer by aykut.aydin 21 March 2024, 01:48

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aykut.aydin
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Hey @ChelseaRentPrep 

 

When a conversation is assigned to a teammate, it will show under teammate’s inbox even if it is also showing assigned to a team. For example, if a conversation’s assignment is shown like the below, this conversation will appear under the teammate’s inbox and not team’s.

 

For this kind of conversations, you can use Views.

 

For example, if you create a view like the below (with a filter Team assigned), you will be able to view all the conversations that are assigned to that specific team regardless of whether it is assigned to a teammate or not. Then you can check the closed conversations as well, like the below.

 

 

Hope this helps!

Ayk | Support Engineer at Intercom

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