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Inboxes

An Inbox shows the connection of Cognigy.AI to Live Agent. You can have unlimited Inboxes in your Live Agent account. Also, there are some settings you can change in already existing Inboxes.

Click on the sidebar Settings button on the Live Agent Dashboard.

Live Agent Dashboard Settings
Live Agent Dashboard Settings

Click on the Settings button of a listed Inbox.

Live Agent Inboxes Home Screen
Inboxes

Inbox Settings

Here you can change the settings and adjust them based on your needs.

Additional settings such as adding collaborators and additional configurations are also available. Be sure to explore and adjust settings to best suit your needs.

Live Agent Inbox Settings
Inbox Settings

Inbox Collaborators

In this section, you can see the agents assigned to the Inbox as collaborators.

Here we can find the Conversation Assignment settings as well. More details can be found under Conversation Routing

Live Agent Inbox Settings
Inbox Collaborators

For adding new Agents to the Inbox, you need to open the drop-down menu and select the available Agents you want to add as collaborators. You could also filter the available Agents using the search box.

Live Agent Inbox Settings
Available Collaborators
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