Unassigned Inbox

hey ​@Marcelo Maderia, here are a few things to check to make sure SMS, WhatsApp, and email conversations appear in your Unassigned inbox:

1. Check Channel Connections

Make sure all channels (WhatsApp, SMS, Email) are properly connected under
Settings → Channels → Email / WhatsApp / SMS. If they’re not connected, they won’t flow into the inbox at all.

2. Review Assignment Rules

Go to Settings → Workflows → Assignment Rules and see if there are any rules that auto-assign those conversations to teammates or teams. If they’re being assigned, they’ll skip the Unassigned inbox.

3. Edit Inbox Filters

Open your Unassigned inbox view and click “Edit”.
Make sure all those channels (Email, WhatsApp, SMS) are selected under “Source” so conversations from those sources show up there.

Once those are in place, new messages from those channels should start appearing in the Unassigned inbox as expected. Hope this helps!

Hey ​@Marcelo Maderia what is your goal behind this? 

I strongly discourage people from using the Unassigned inbox for this use case. The Unassigned inbox should be used for “anything weird” that needs investigation (for example if a workflow isn’t doing the right thing, then it will probably not assign to the proper inbox and the conversation will go into the Unassigned inbox).  Consider it a failsafe for your workspace. You will then need to understand what was wrong, and correct the failed workflow. The goal is to have as little elements as possible in the Unassigned inbox. 

On top of that, I would advise to have the setting Default assignee in the Assignment Setting to “Unassigned”. 

Now for having all the Email, WA and SMS go into one inbox, it’s just a matter of creating an inbox this this purpose and assigning all those conversations to this inbox.

Doing so you will have a much cleaner workspace! 👍🏻

Hello ​@Steeve Cayla 

Thank you for reaching out.

My goal was to ensure that all new messages (from all channels) go to the Unassigned inbox, so the attendants can see them there and assign them accordingly.

Please, share with me your thoughts.

Best regards,

MM

​@Marcelo Maderia How about creating one Team Inbox called “Triage” and put everything in there through the workflow, and have the people who should do the assignment as members of that that Team Inbox? That way you “free up” the Unassigned one for the “potential problems” like I said above? 

​@Steeve Cayla I think it's a great idea. Any workflow template recommendation to execute it, please?

Hello ​@Nur Nahid ,

I am not finding the path to edit the inbox filters. Could you guide me, please?

​@Steeve Cayla ,

I've created a workflow slightly different from your recommendation-attached.

However, when the Fin Ai agent route to an human agent, the mesasge is not going to the new Inbox.

Could you help me to know what is going on, please?

Thank you in advance,

MM 
 

​@Marcelo Maderia From within the conversation, at the top, are 3 little dots. Click on that and click on “Show conversation events”. You’ll have a lot of info at to why this has been assigned or not. 

My guesses: 

• you have another workflow that is starting instead of this one. If you have multiple workflows in the same category, make sure they are ordered properly as only one Customer facing workflow will start and it is the first one corresponding to the Audience criteria. 
• you have Fin asking for clarity before assigning it to the team inbox. Check Fin’s options by clicking on the big action “Let Fin Answer”

One thing for sure is you shouldn’t assign to Unassigned just like that for no reason. It’s quite useless and can cause unnecessary complexity.