> For the complete documentation index, see [llms.txt](https://docs.ownchat.app/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.ownchat.app/settings/general/inbox-settings.md).

# Inbox Settings

"Inbox Settings for Conversation Assignment in Ownchat" refers to the configuration options within the platform that allow users to automate initial customer queries using bots, manually assign messages, and directly allocate tasks to specific users for efficient customer interaction management.

<figure><img src="/files/oarPtc6x3uYMPFXUAzDm" alt=""><figcaption></figcaption></figure>

#### Inbox Settings for Conversation Assignment in Ownchat

#### **1. Bot Handling:**

* **Automated Bots:** Utilize automated bots to handle initial customer queries based on predefined rules or AI responses.
* **Quick Responses:** Bots can engage with customers, providing quick responses and initial assistance.

**2. Unassigned Pool:**

* **Initial Categorization:** Messages can be categorized as unassigned initially.
* **Manual Pickup:** Team members manually pick up messages from the unassigned pool based on availability and expertise.
* **Review and Ownership:** Team members review unassigned messages and take ownership based on workload or skill set.

**3. Assigned to Users:**

* **Direct Assignment:** Directly assign messages to specific users or teams within the system for immediate handling.
* **Admin/Manager Assignment:** Admins or managers assign messages to specific users or teams for prompt resolution.

By utilizing these settings, Ownchat ensures efficient and effective handling of customer messages through a combination of automated bots, manual assignment, and direct user assignments. This approach helps maintain high service standards and operational efficiency.

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