Set Inbox Preferences

Set Inbox Preferences

You can organize your Inbox by setting and modifying certain actions, automations, and preferences under Settings -> Brand Settings -> Inbox Preferences

Reply and Close 

Enabling this setting will ensure that an interaction will automatically move to the Closed status once you've replied to it. So, if the same user tries to continue the conversation after this, you will receive it as a new interaction on your dashboard.
You can also check or uncheck this feature at the bottom of every individual interaction.
  1. For messages, it will take 24 hours for the interaction to be considered as closed. Until then, you will receive messages from the particular user under the same interaction ID and in the same window.
  2. For other types of interactions, the setting will be enabled right away. The next interaction will be in a new window.

Muted Users 

All the users who have been muted are displayed here. You will not be notified and will not receive any interactions from these users in your Inbox. You can also unmute a user by removing them from this list.

Mark Interaction as spam using keywords 

To prevent your Inbox from flooding with spam messages, you can automate the action of marking interactions as spam. Define and add keywords that will appropriately classify an interaction as spam. So the next time you receive an interaction with the mentioned keywords, it will automatically be sent to spam without your intervention.
For example, you can define keywords like 'exclusive deal' or 'free access' to save yourself time from checking these emails and them finding them to be unimportant.

Archive interactions

You can automatically archive interactions if you've not performed any action on them, and they have been closed in the past 90/120 days by choosing accordingly here.

Clear archived interactions  

You can choose to permanently clear the interactions that have been been archived for the past 15/30 days from your Inbox. 


Assignment Rules

Assignment rules can be set inside Social to automate the process of assigning interactions to people in your team. This will save you the time and confusion of assigning the interactions within your team manually every time you receive them.

It consists of the following steps:
  1. Specifying the rule criteria: These are the conditions that can be specified based on which the interactions will be assigned to your team members. Social lets you set up these conditions based on the Channel such as Facebook, X, LinkedIn or the Type of interaction be it a comment, reply, message, review, @mention, and so on.
  2. Specifying the assignment rule type: You can choose to assign the interactions to your team members in two ways.
    1. Direct Assignment: This lets you select the member to whom the interactions will be assigned for the specified criteria automatically.
    2. Round Robin: This option allows you to assign the interactions to all members, selected members, or to members based on their roles. Also, the round robin pattern of assignment ensures that interactions are split equally and assigned among the team members. This is done by assigning each new interaction to a different member until all of them are assigned the same number of interactions, and the cycle repeats.  
 To create an assignment rule 
  1. Navigate to Setting > Brand Settings > Inbox Preferences > Automation.
  2. Click Create New Rule.
  3. Provide the details like the Rule Name and a Description for your reference.
  4. In the Rule Criteria section, do the following:
    1. Select Match ANY of the conditions or Match ALL of these conditions.
    2. Select the appropriate criteria from the drop down list.
    3. Click + Add to add more criteria.

  5. Choose Direct Assignment and select the members from the Assign Interaction to drop down list in the Assignment Rule Type section.

  6. To assign based on Round Robin, do the following:
    1. Select Round Robin in the Assignment Rule Type section.
    2. In the Assign Interaction to section, you can select one of the following options:
      1. Select All Members to assign interactions to all members in Zoho Social.

      2. Choose Select Members and the users from the drop down list.

      3. Choose Role-based members and select an appropriate Role from the drop down list.

  7. Click Save.   

    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now


            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION









                                      You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                          Manage your brands on social media

                                            Zoho Desk Resources

                                            • Desk Community Learning Series


                                            • Digest


                                            • Functions


                                            • Meetups


                                            • Kbase


                                            • Resources


                                            • Glossary


                                            • Desk Marketplace


                                            • MVP Corner


                                            • Word of the Day


                                              Zoho Marketing Automation

                                                Zoho Sheet Resources

                                                 

                                                    Zoho Forms Resources


                                                      Secure your business
                                                      communication with Zoho Mail


                                                      Mail on the move with
                                                      Zoho Mail mobile application

                                                        Stay on top of your schedule
                                                        at all times


                                                        Carry your calendar with you
                                                        Anytime, anywhere




                                                              Zoho Sign Resources

                                                                Sign, Paperless!

                                                                Sign and send business documents on the go!

                                                                Get Started Now




                                                                        Zoho TeamInbox Resources



                                                                                Zoho DataPrep Resources



                                                                                  Zoho DataPrep Demo

                                                                                  Get a personalized demo or POC

                                                                                  REGISTER NOW


                                                                                    Design. Discuss. Deliver.

                                                                                    Create visually engaging stories with Zoho Show.

                                                                                    Get Started Now









                                                                                                        • Related Articles

                                                                                                        • Interact using Inbox

                                                                                                          Inbox can be incredibly useful once you've set up the dashboard according to your requirements. You can monitor and respond to different types of interactions, and keep track of the details of all the customers who have interacted with you. Feature ...
                                                                                                        • Inbox - An Overview

                                                                                                          Customers today have the power to talk to and about brands and businesses on social media. They discuss reviews, questions, feedback, issues and complaints, and so on. This can be to your benefit or detriment, depending on how you handle your ...
                                                                                                        • Can I filter my Live Stream view according to my preferences?

                                                                                                          It is currently not possible to customize or filter your Live Stream notifications in Zoho Social. However, you have the option to change your Notification preferences for notifications about activities from social channels. This ...
                                                                                                        • Who can set-up CustomQ publishing slots?

                                                                                                          CustomQ slots can be set-up for multiple Brands that are managed under a Portal. While it can be used by any team member with publishing permissions, it cannot be set-up by them. CustomQ slots can be set-up and managed only by the Portal Admin or the ...
                                                                                                        • Guidelines to use Inbox based on network and type of interactions

                                                                                                          Here is a glossary and some guidelines to understand how different types of interactions are being acted upon in Zoho Social's Inbox for different social channels: Interactions are highlighted in bold when they are unread. Depending on the last ...
                                                                                                          Wherever you are is as good as
                                                                                                          your workplace

                                                                                                            Resources

                                                                                                            Videos

                                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                            eBooks

                                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                            Webinars

                                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                            CRM Tips

                                                                                                            Make the most of Zoho CRM with these useful tips.



                                                                                                              Zoho Show Resources