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Configure the inbox

Applies to: Dynamics 365 Contact Center—embedded, Dynamics 365 Contact Center—standalone, and Dynamics 365 Customer Service

Note

Case is applicable to Customer Service only.

As an administrator, you can configure the inbox setting so that when your customer service representatives (service representatives or representatives) open Copilot Service workspace, they can select the inbox icon to show all the cases, conversations, and records that are assigned to them. The inbox is designed to help representatives efficiently work on high-velocity tasks and promote inbox sessions to regular sessions when they need more time to resolve cases and complete their conversations.

You can configure the inbox settings for custom experiences only.

The following channels are supported in the inbox:

  • Live chat
  • Asynchronous chat
  • Case
  • Email
  • Task
  • Voice
  • Unified routing enabled records

The following asynchronous channels are available in the conversation inbox:

  • Text message (SMS)
  • Persistent chat
  • Facebook
  • WeChat
  • LINE
  • WhatsApp
  • Teams

Live chat and voice channel in inbox

The live conversation settings in the inbox are as follows:

  • When a representative accepts a live work item, that item is added to the relevant view in the inbox, irrespective of whether the representative is using the inbox at the time.
  • Voice calls always open as a new session with the card added to the inbox for awareness.
  • Live work item cards have a "live" visual indicator.
  • Live work item unread counts accrue to the unread count on the view.

Prerequisites

Channel providers must have All active channels set to On to use and configure the chat setting in the inbox.

Configure the inbox setting for representatives

You can configure the inbox in Copilot Service admin center by editing the experience profile to meet your preferred inbox settings.

  1. Open the admin center app.

  2. In Support experience, select Workspaces.

  3. In Experience profiles, select Manage.

  4. Select the profile for which you want to configure the inbox.

  5. In Inbox, select the Settings icon, and then turn on the Inbox toggle.

  6. Select Edit to modify an existing view or create a view, and configure the following fields:

    • Name: Specify a name that shows in the inbox. Alphanumeric values are valid names.
    • Record Type: Select the record types for which the settings need to be applied. You can select more than one record type.
    • Chat Status: Available if the record type is chat. Select one or more of the following settings:
      • Assigned
      • Unassigned
      • Resolved
    • Email: Available if the record type is email. Select all the options you want to enable.
      • Assigned to me:
        • Emails sent to me
        • Emails assigned to me
      • Unassigned:
        • Emails in my team
        • Emails in my queue(s)
        • Emails in a shared mailbox
    • Representative visibility: Show or Hide the view to representatives.

Preconfigured inbox views

The following views are supported out of the box in the inbox:

  • Cases: Shows all cases that the user owns, including active and resolved cases.
  • Assigned Conversations: Shows all conversations assigned to the user, including active and closed conversations.
  • Resolved Conversations: Shows all conversations marked as closed, and where the user was the primary representative in the conversation.
  • Unassigned Conversations: Shows all active conversations and emails in a team or queue in which the user is a member. The user is able to assign conversations to themselves and reply to emails directly from this view.

Inbox views are auto refreshed every five minutes. Representatives can manually refresh the view by using the Refresh icon.

Configure the channel-focused inbox

The channel-focused inbox feature allows organizations to control how incoming conversations (persistent, live chat, async chat, social, SMS) are routed and displayed for customer service representatives, enhancing workflow flexibility and the service representative experience.

The functionality for the channel-focused inbox is as follows:

  • Changes apply to all users across an organization, and to all app profiles and conversation types except voice.
  • The feature affects persistent, live, async, and sync conversations.
  • Previously, live chats opened in new tabs and async chats in the inbox. Now, the settings you configure apply to all, with exception of voice calls, which always open in a new session tab.
  1. Open the admin center app.
  2. In Support experience, select Workspaces.
  3. In Experience profiles, select Manage.
  4. Select the profile for which you want to configure the channel-focused inbox.
  5. Select Edit inbox, and then select the Incoming work items tab.
  6. Choose one of the following options for handling incoming conversations:
    • Add to inbox if customer service representative is currently in inbox; otherwise open in a new session tab: Adds to inbox if the representative is currently in the inbox. If not, the conversation opens in a new session tab.
    • Add to inbox: Adds to inbox regardless of representative's current ___location.
    • Open in a new session tab: Opens in a new tab each time.
  7. Select Save and close. Then, clear the cache or refresh the browser window for the settings to take effect.

Configure custom views for the inbox

You can configure a customized view for the inbox so that representatives can see their cases, conversations, emails, and voicemails all in a single view.

To configure multiple views for the inbox, complete the following steps.

  1. Go to the experience profile for which you want to configure a custom view.

  2. On the Inbox card, select Edit. The Inbox page is displayed.

  3. Toggle Enable Inbox to On if it isn't already on, and then select + Add. The Add a new view page is displayed.

  4. On the Add a new view page, enter the following details:

    • Name: Type a name for the view.
    • Representative visibility: Select whether to Show or Hide the view from representatives.
    • Record type: Select the records that you want to include in the multi-entity view.

  5. For each record type, choose one of the following settings. The settings are different for each record type.

    • Simple opens a dropdown menu where you can choose the type of records that appears in your multi-entity view. More information: Simple settings

      Simple setting option on the Add a new view page for inbox.

    • Advanced opens a Conditions option where you can set the necessary conditions for your multi-entity view. More information: Advanced condition builder

      Advanced setting option on the Add a new view page for inbox.

  6. Select Save.

Note

If you've configured new views or migrated existing views for unified routing enabled records, you might see a message that the read/unread functionality isn't supported. Open and save the view again to make sure that the read/unread functionality is supported.

Simple settings

The following simple settings are available out of the box for the record types.

Record type Simple settings
Email - Emails sent to me
- Emails assigned to me
- Emails in my team(s)
- Emails in my queue(s)
- Emails in a shared mailbox
Chat - Assigned
- Unassigned
- Resolved
Case - Cases assigned to me
- Cases in my team(s)
- Case(s) in my queue(s)
Voicemail - Assigned
- Unassigned
- Resolved
Unified Routing enabled records - Assigned
- Open
- Closed

Advanced settings for conversations

For custom experience profiles with conversations enabled, you can access advanced settings for the conversation entity in Inbox views to further customize the experience for your users. You can use the condition builder to customize what conversation records are shown to the user. Due to the complexity of conversation configuration, the configuration builder is prepopulated with any saved simple setting selections that you can modify.

Configure custom sort in the inbox

Configure a customized sort option for the inbox so that users can choose the required attributes to sort by, beyond customer and date.

  1. In the site map of Copilot Service admin center app, select Workspaces.

  2. On the Workspaces page, next to Experience profiles, select Manage.

  3. On the Experience profiles page, select the profile you want to edit.

  4. On the Profile page, in Inbox, select Edit.

  5. In the Edit view pane, in the Sort section, select the entity and attributes, along with sort order.

    Custom sort option in the Edit view pane for inbox.

  6. Select Save.

Bring your own entity to the inbox

By default, the inbox supports entities such as case, emails, conversations, and voicemails. You can also bring your own entities into the inbox to create a more customized experience, tailored to the needs of your users.

  1. In the admin center site map, select Workspaces.
  2. On the Workspaces page, next to Experience profiles, select the profile you want to edit.
  3. On the Profile page, in Inbox, select Edit.
  4. In the Inbox settings pane, select the Inbox record types tab.
  5. Select +Add, and then chose the record type you want to add.
  6. Select Save and close.

Custom card configuration

You can help users personalize how their information displays in the inbox by customizing the card configuration.

  1. In the admin center site map, select Workspaces.
  2. On the Workspaces page, next to Experience profiles, select the profile you want to edit.
  3. On the Profile page, in Inbox, select Edit.
  4. In the Inbox settings pane, select the Inbox record types tab.
  5. Select the attribute you want to edit. The Edit record type pane is displayed, showing the inbox preview of the work item.
  6. Rearrange the attributes if desired.
  7. To add new attributes, select the plus sign (+), and then use the dropdown menu to select a field.
  8. When finished, select Save and close.

Real-time translation

Learn more about how to configure real-time translation for conversations in the inbox, at Enable real-time translation of conversations.

Inbox out-of-the-box views and filters
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Overview of experience profiles
Use the inbox
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