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Inboxes

Inboxes are workspaces where human agents handle real-time chat interactions with customers and manage related tasks. Each Inbox ID represents the connection from Cognigy.AI to Live Agent.

You can have an unlimited number of Inboxes in your Live Agent account, and you can view conversations specific to an Inbox by clicking on it.

Within the Inbox setting, you can customize the appearance of the Inbox, add and remove agents, configure message visibility for them, set up conversation routing, and add assistant bots.

Create an Inbox

To create an Inbox in Live Agent, do the following:

  1. Open the Live Agent interface.
  2. Go to Settings > Inboxes.
  3. In the upper-right corner, click + Add Inbox. Live Agent will show you a screen to set up your Inbox.
  4. On the Inbox setup page, fill in the following fields:
    • Channel Name โ€” create a unique Inbox name. For example, Cognigy Handover.
    • Webhook URL โ€” enter the Cognigy.AI Endpoint Config URL domain name, extended by /handover/liveagent. For example, https://endpoint-trial.cognigy.ai/handover/liveagent. You can find the Endpoint Config URL in the Configuration Information section of your Endpoint.
  5. In the Pick agents for the inbox list, select agents by either clicking it or hovering your cursor over it and then pressing Enter. You can select multiple agents from the list. Agents can belong to different inboxes simultaneously.
  6. Click the Create Cognigy.AI Inbox button. Once you have successfully set up the Inbox, you are prompted in the next step to assign your agents to the new Inbox.
  7. Select your required agents in the selection list and click Add Agents.

A new Live Agent Inbox has been created. You can configure the Inbox settings by clicking More settings.

The changes will be applied.

Configure an Inbox Appearance

To configure the Inbox appearance, do the following:

  1. Open the Live Agent interface.
  2. Go to Settings > Inboxes.
  3. On the Inboxes page, to the right of the Inbox you want to change, click Settings.
  4. In the Inboxes Settings tab window, you can update the following fields as needed:
    • Channel Avatar โ€” upload an image or icon that represents the Inbox. It is used for visual identification.
    • Inbox Name โ€” edit the name of the Inbox here, which can be helpful for organizational purposes.
  5. Click Update.

The Inboxes fields and settings will be updated.

Copy an Inbox ID

Each Inbox ID represents the connection from Cognigy.AI to Live Agent and is used in API and UI URL path names.

To connect an Inbox to Cognigy.AI, copy the ID of the Inbox and specify it in the Live Agent Settings section in the Handover to Agent Node on the Cognigy.AI side.

To copy an Inbox ID, follow these steps:

  1. Go to Live Agent.
  2. On the left side of the screen, select Settings.
  3. In the settings column, select Inboxes.
  4. On the Configuration tab, go to the Inbox ID section.
  5. Click Copy.

Delete an Inbox

Deleting an Inbox is irreversible and will result in the loss of synchronization with Cognigy.AI.

To delete an Inbox within Live Agent, do the following:

  1. Open the Live Agent interface.
  2. Go to Settings > Inboxes.
  3. On the Inboxes page, to the right of the team you want to delete, click Delete.
  4. You are prompted to enter the Inbox name you want to delete.
  5. Click Yes, Delete.

The selected Inbox will be deleted.

Control Conversation Routing within an Inbox

To configure the conversation assignments within Live Agent, do the following:

  1. Go to Live Agent.
  2. Go to Settings > Inboxes.
  3. On the Inboxes page, to the right of the Inbox you want to change, click Settings and open the Collaborators tab.
  4. In the Conversation Assignment sections, update the conversation assignment settings:

The changes will be applied successfully.

Add Agents to an Inbox

To add agents to an Inbox, do the following:

  1. Open the Live Agent interface.
  2. Go to Settings > Inboxes.
  3. On the Inboxes page, to the right of the Inbox you want to change, click Settings.
  4. On the Collaborators tab, go to the Agents section.
  5. In the agent list, select agents by either clicking it or hovering your cursor over it and then pressing Enter. You can select multiple agents from the list. Agents can belong to different inboxes simultaneously.
  6. Click Update.

The changes will be applied.

Configure Agent Access to all Inbox Conversations

By default, your agents can see all messages within an Inbox. To change this behavior for agents with the Agent role, do the following:

  1. Open the Live Agent interface.
  2. Go to Settings > Inboxes.
  3. On the Inboxes page, to the right of the Inbox you want to change, click Settings and open the Collaborators tab.
  4. In the Conversation Assignment section, disable the Allow Agents to see all conversations in this inbox setting.

The changes will be applied. Note that this setting will not affect agents with the Administrator or Supervisor roles. They will still be able to see all messages within the Inbox.

Remove Agents from an Inbox

To remove the Inbox appearance, do the following:

  1. Open the Live Agent interface.
  2. Go to Settings > Inboxes.
  3. On the Inboxes page, to the right of the Inbox you want to change, click Settings.
  4. On the Collaborators tab, go to the Agents section.
  5. In the agent list, remove an agent by clicking x on the right side of the agent's name.
  6. Click Update.

Add an AI Copilot Bot

Within an Inbox, you can add one or multiple AI Copilot Bots that will assist your human agents. To create such a bot, you need to have a separate Flow and Endpoint on the Cognigy.AI side. For more details, refer to AI Copilot Bot.

More Information