What is an inbox?
An inbox is a category for your support tickets. When you create an inbox — for example "Refund" or "Technical Issue" — it does three things:
- Adds a tab to your shared inbox so you can filter tickets by type.
- Defines required fields that get collected before a ticket is created, either through the contact form or by the AI chatbot.
- Lets you write chatbot instructions that change how the AI behaves for that specific ticket type.
This means you always have the information you need before you open a ticket, without having to ask the customer for it afterwards.
Creating an inbox
Go to Settings > Inboxes and click New inbox.
Give the inbox a name — this becomes the tag used to categorize tickets (e.g. refund, billing, support).
Required fields
Required fields are the pieces of information that need to be collected before a ticket is created. Click Add Field to add one.
Each field has three properties:
| Property | Description |
|---|---|
| Label | Shown to the customer (e.g. "Order ID") |
| Type | Text, Textarea, or Number |
| Description | Placeholder or helper text shown inside the input |
You can drag fields to reorder them — the order matches how they appear in the contact form.
Two ways fields get collected
- Contact form — The fields appear as inputs when a visitor selects this inbox category.
- AI chatbot — If the conversation leads to creating a ticket, the bot will ask the customer for each required field before submitting.
Chatbot instructions
The Chatbot Instructions field lets you give the AI extra rules for this inbox type. This is useful for cases where you want the bot to behave differently — for example being more cautious before creating a refund ticket.
Example:
Do not create a ticket directly. Be hesitant and refer to the refund policy before agreeing that the customer qualifies for a refund.
Reordering inboxes
Back on the Settings > Inboxes list, you can drag inboxes to reorder them. The order controls the order of tabs in your shared inbox.
How it looks in the inbox
Each inbox you create adds a tab at the top of your shared inbox. The tab shows a count badge with the number of open tickets in that category.
