Inbox Settings control how your inbox operates—from conversation assignment to auto-closing behavior to email filtering. This section gives you precise control over your team's workflow and AI behavior. There are six main configuration areas, each addressing a different aspect of inbox management.

This is a simple toggle that enables automatic assignment when team members reply to conversations. When enabled, if an unassigned conversation appears in your inbox and a team member replies to it, Konvo automatically assigns that conversation to whoever replied. When disabled, conversations remain unassigned even after someone replies—they'd need to manually assign the conversation to themselves.

Enable this if your team works in a "first to respond claims it" workflow. It prevents confusion about who owns what and avoids multiple agents accidentally working on the same conversation. Disable it if you prefer manual assignment control or if you're using auto-assign rules instead (explained next).

📸 [Image: Screenshot of Self-Assigning by Replying toggle]

Auto-assign rules automatically assign new open (unassigned) conversations to team members. You have three options: disabled, assign to specific agent, or round robin.

Disabled means no automatic assignment. Conversations stay unassigned until someone manually claims them. Use this when you have a small team where manual assignment works fine, or when you want full control over who handles what.

Assign to specific agent routes all new open conversations to one designated team member. Use this when one person handles all customer support, or when you have a specific team member who manages all escalations. To configure it, select "Assign to Specific Agent," choose the team member from the dropdown, and all new open conversations will route to them automatically.

📸 [Image: Screenshot of Assign to Specific Agent option]

Round robin distributes conversations evenly across multiple team members. Here's how it works: if you have 3 agents (Agent A, Agent B, Agent C), conversation 1 goes to Agent A, conversation 2 to Agent B, conversation 3 to Agent C, conversation 4 back to Agent A (the cycle repeats), conversation 5 to Agent B, and so on. Everyone gets an equal share of the workload.

To configure round robin, select "Round Robin," choose which team members to include in the rotation, and set the schedule for when round robin applies (24/7, weekends only, business hours only, or a custom schedule). Use this when you have teams of 2 or more support agents, want to balance workload evenly, and want to prevent one person from getting overwhelmed.

📸 [Image: Screenshot of Round Robin configuration with schedule settings]

Idle timeout controls what happens when conversations close. Without idle timeout, a conversation closes and moves directly to the Closed inbox. With idle timeout enabled, the flow changes: the conversation closes and moves to "Idle" state (not fully closed yet), then if the customer responds during the idle period, the conversation moves back to Open, but if the customer doesn't respond within the timeout period, the conversation fully closes.

Why use idle timeout? Customers often send follow-up questions shortly after conversations close. Idle timeout gives them a window to continue the conversation without creating a new ticket that loses all context.

You can set the timeout duration anywhere from 0 (close immediately, no idle period) to 168 hours (1 week). Common settings are 2-24 hours. For example, if you set idle timeout to 4 hours and a conversation closes at 2 PM, and the customer messages again at 4 PM, the conversation reopens. If the customer doesn't message, the conversation fully closes at 6 PM.

This applies to all conversations—you cannot configure it per channel.

📸 [Image: Screenshot of Idle Timeout configuration showing time input]

Auto-resolve timer automatically closes AI conversations after customer inactivity. Here's the scenario: the AI is handling a conversation, the customer stops responding (abandons the conversation), and after your configured time period, the conversation is automatically marked as resolved and closed. If the customer messages again after the conversation resolves, Konvo creates a new conversation rather than continuing the old one.

You can set the duration in minutes or hours. The default is 24 hours, with common settings ranging from 2 hours to 24 hours. For example, if auto-resolve is set to 24 hours and the customer's last message was at 10 AM Monday, and there's no response by 10 AM Tuesday, the conversation auto-closes.

Important: this only applies to automated (AI-handled) conversations, not conversations handled by humans.

📸 [Image: Screenshot of Auto-Resolve Timer configuration]

This setting controls which emails your AI responds to. By default, Konvo AI only responds to customer support emails: order status questions, shipping inquiries, return requests, and product questions. Konvo AI ignores collaboration requests, partnership pitches, event invitations, job applications, marketing offers, and any non-eCommerce emails.

You can customize this behavior by toggling ON the custom prompt and writing instructions for which emails the AI should respond to. For example: "Only respond to emails asking about orders, shipping, returns, or products. Ignore partnership requests, job applications, marketing pitches, and collaboration offers. Also ignore emails from @competitor.com domain."

If you toggle this OFF, Konvo AI uses the default filtering logic automatically. Most businesses should leave this off unless they have specific needs like responding to partnership emails or handling non-eCommerce inquiries.

📸 [Image: Screenshot of Custom Email Classification Prompt field]

Filters let you hide specific contacts from your inbox and prevent the AI from responding to them. When you add a contact to the filter list, messages from that contact do arrive in Konvo, but they do not appear in your main inbox—they go to a "Filtered Out" section (a separate view), and the AI will not respond to these messages.

You can filter by email (specific addresses like [email protected] or entire domains like @spammydomain.com), WhatsApp (phone numbers like +1234567890), or Instagram (handles like @spamaccount).

Use filters to block spam (persistent spam accounts), block competitors (competitor companies testing your support), block non-customers (vendors, recruiters, or other business contacts who shouldn't get AI responses), or block internal testing accounts during setup.

📸 [Image: Screenshot of Email, WhatsApp, Instagram filter fields]

For self-assigning by replying, enable this if your team often replies to conversations without manually assigning first. It prevents confusion about who owns what.

For auto-assign rules, small teams (1-2 people) should assign to a specific agent or keep it disabled. Medium teams (3-5 people) should use round robin during business hours. Large teams (6+ people) should use round robin 24/7 with schedule-based rules.

For idle timeout, set 2-4 hours for fast-paced support where customers often send quick follow-ups. Set 24 hours for standard support where customers may respond the next day. Set 0 (immediate close) for high-volume support where reopening creates clutter.

For auto-resolve timer, keep the default 24 hours for most businesses. Only reduce to 2-6 hours if you have extremely high conversation volume and need aggressive cleanup.

For email classification, use the default (toggle OFF) unless you have specific needs like responding to partnership emails or handling non-eCommerce inquiries.

For filters, review filtered conversations weekly—check the "Filtered Out" section to ensure legitimate customers aren't being blocked.

Small team, manual control: Self-assigning enabled, auto-assign disabled, idle timeout 4 hours, auto-resolve 24 hours. Result: team members grab conversations as they come in, with some buffer for follow-ups.

Large team, even distribution: Self-assigning disabled, auto-assign set to round robin (24/7, all agents), idle timeout 24 hours, auto-resolve 24 hours. Result: conversations distributed evenly, long window for customer responses.

High-volume, aggressive cleanup: Self-assigning enabled, auto-assign set to round robin (business hours only), idle timeout 2 hours, auto-resolve 6 hours. Result: fast conversation turnover, aggressive cleanup, focused business hours distribution.

⚠️ Conversations not assigning to anyone: Check if auto-assign rules are enabled. Verify round robin has team members selected in the rotation.

⚠️ Too many conversations reopening: Reduce idle timeout period. Consider if customers actually need that long to respond—you might be leaving the window too wide.

⚠️ AI responding to wrong emails: Review your custom email classification prompt if you've enabled it. Consider using default filtering (toggle OFF). Add specific senders to email filters if certain addresses are problematic.

⚠️ Legitimate customers being filtered: Review your filter list carefully. Check if a domain filter is too broad (blocking more than intended). Remove overly aggressive filters.

⚠️ Conversations closing too quickly: Increase auto-resolve timer. Increase idle timeout to give customers more time to respond.

⚠️ Team member overwhelmed with assignments: Add more agents to the round robin rotation. Adjust schedule to distribute after-hours conversations differently, or switch from round robin to manual assignment.

→ 4.8 Out of Office — set up automatic messages for weekends and after-hours