Configuring Inbox General Settings

The General Settings page controls how your TextPeak Inbox space is named, what media reaches your agents, and how conversations behave. This article walks you through each option and what it changes for your agents.

To access the General Settings tab options:

1. In your browser, log in to TextPeak with manager access privileges.
2. In the main TextPeak menu, select the Inbox tab.
3. Click Settings at the bottom of the Inbox sidebar.
4. In the Workspace group, click General Settings.

Every option on this page applies to the whole space.

Naming your space

The space name identifies your Inbox across TextPeak and appears in the space switcher at the top of the Inbox sidebar. If you run more than one space, a clear name saves your agents from working in the wrong one.

1. In the Space name field, enter a name for the space.

2. In the Space description field, enter a short description of what the space is for. This option is not required.

   

Turning on agent presence

Turn on Agent presence to show agents as online, away, or offline, and to let them set their own status. TextPeak does not assign new conversations to an agent who is Offline.

1. In General Settings, turn on Agent presence.
2. Optionally, under Automatic away mode, turn on either or both timers and set how long an agent can be inactive before their status changes.
3. Click Save changes.

Agent presence is off by default, and it applies to your whole space rather than to individual teams. Turning it off hides presence everywhere in the space.

For what the statuses mean, how the timers behave, and how to change an agent's status from the Users and Teams pages, see the Agent Presence page.

Blocking incoming media

Turn on Disable incoming media when your agents should not receive files; for example, if your company handles sensitive data or wants to limit what agents can download. Blocked media is hidden from agents in the space, and downloads are refused.

1. Turn on the Media restrictions toggle. The Block these types options appear.

2. Clear the checkbox for any type you want to let through. All four types are blocked by default:

   Type	What it covers
   Images	Photos and other image files.
   Videos	Video files.
   Documents	Files such as PDFs and spreadsheets.
   Contacts	Contact cards shared through the channel.

Stopping agents from sending files

Turn on Disable agent file uploads to remove the ability to attach files to outgoing messages. Agents can still send text.

Letting agents undo a sent message

Enable Undo gives agents a short window to pull back a message after clicking send. Leave it off if you would rather every message leave immediately.

1. Turn on the Undo send toggle. The Seconds to undo field appears.
2. In Seconds to undo, enter how long agents have to undo a sent message. The default is 5 seconds.

For the agent's side of this option, see the Agent's Guide: Managing Conversations page.

Setting when a new conversation starts

In New conversation after, you can define the time period for the following situation: there is not activity on a particular conversation for the set time but then a new incoming message arrives from the same contact on the same channel and sender. In this case, this new message will be added to a new conversation.

1. Click to select a period: 1 day, 3 days, 1 week, 1 month, 3 months, 6 months, 1 year, or 2 years.

2. To set your own period, select Custom (days) and enter the number of days.

   

Closing inactive conversations automatically

Set a period of inactivity after which TextPeak changes a conversation's status to Closed, so conversations nobody is working on do not sit open indefinitely.

Only conversations waiting on the customer close automatically. If the last message came from the customer, the conversation stays open until an agent replies, however long it waits.

1. In General Settings, turn on Close inactive conversations automatically.

2. In Close after, enter a number and select Days, Hours, or Minutes.

   

3. Click Save changes.

Agents can still close a conversation by hand at any time, and automatic closing does not change how they do it. For the full status model, see Conversation statuses.

When all the space settings are in place, make sure you click the button below to save all the changes.

For the rest of the manager options, see the Manager's Guide: Inbox Settings page.