> ## Documentation Index
> Fetch the complete documentation index at: https://docs.orbit.devotel.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbox Settings console: workspace defaults and per-agent overrides

> Walk the Inbox → Settings hub — the one place the five per-workspace inbox controls live (reply approvals, SLA defaults, routing, dispositions, saved views). Set each default over the API, read it back, and understand the override order that decides which value wins.

# Inbox Settings console: workspace defaults and per-agent overrides

**Inbox → Settings** is the hub that tiles every inbox-scoped configuration surface your workspace exposes: Macros, AI deflection, the SLA report, Reply approvals, Tags, Dispositions, Routing, Digital queues, Ticket automation, Agent scripts, and auto-close. Open it at `/inbox/settings` in the dashboard. Writing any tile requires an `owner` or `admin` role (Reply approvals also admits `supervisor`, the role built to gate it); agents on a lesser role see a read-only view.

Five of those tiles govern a workspace default that individual agents or individual conversations can override. This guide walks where each default lives, what it defaults to, how to change it over the API, and the pitfalls of the override order — so an operator reverts a default here instead of chasing it across the queue.

## 1. The five workspace defaults

Each tile below is tenant-owned configuration you set per workspace; nothing here is platform-wide.

* **Reply approvals** (`/inbox/settings/reply-approvals`) — the org-wide fallback that decides whether an agent's outgoing replies queue for supervisor sign-off. The page shows the org default as a read-only badge and one switch per team member: the per-agent override wins over the org default, and the workspace **owner is never gated** (server refuses the override on the owner row with `422`). The per-workspace AI side of this — the co-pilot kill switch and the auto-approve confidence bar — lives under the `inbox_copilot` settings key on the AI Deflection tile; both keys default on.
* **SLA defaults** (`/inbox/sla-report`) — first-response and resolution targets for conversations that have no SLA policy of their own. Without a policy the workspace reports against synthetic defaults — a 4-hour first-response clock and a 24-hour resolution clock, business hours only — so the dashboard pill works from day one. Creating a policy (`POST /inbox/sla/policies`) replaces the synthetic default, and marking a policy `is_default` makes it the fallback for every conversation no scope-specific policy claims.
* **Routing and auto-assign** (`/inbox/settings/routing`) — the ordered rule list that decides who owns a conversation the moment it arrives. One action, `assign_round_robin`, is the auto-assign path; when a rule's named pool has no available operator, the fallback is the longest-idle skilled operator the digital queue's overflow policy picks (Digital queues tile), so an inbound conversation is never stranded unassigned by a stale pool.
* **Dispositions** (`/inbox/settings/dispositions`) — the outcome-label taxonomy agents and the AI assign when closing a conversation. The taxonomy is a workspace default: the agent's per-conversation pick wins over anything a routing rule proposes, and an empty pick falls back to the taxonomy's default label if you define one.
* **Saved views and share links** — a saved view pinned team-wide (`scope: "team"` on `POST /inbox/views`) is a workspace default sidebar for the whole tenant; share links mint a signed token (TTL 1–90 days) that opens the same filter. Both are reversible — un-pin a view or revoke a link — and neither ships data cross-tenant.

The remaining tiles — Macros, Tags, Ticket automation, Agent scripts, AI deflection budget — are workspace configuration without an agent-level override dimension, so the org default IS the whole story there. They are covered tile-by-tile in the [Inbox setup guide](/guides/inbox-setup).

## 2. Set the defaults over the API

Each default is its own endpoint; there is no single consolidated settings document — read and write per area.

**Reply approvals.** Flip the org fallback by writing a per-agent override for every member, or unset an agent to return them to the org fallback:

```bash theme={null}
# Gate one agent (overrides the org default for them)
curl -X PUT https://api.orbit.devotel.io/api/v1/inbox/replies/settings/user_priya \
  -H "X-API-Key: dv_live_sk_your_key_here" \
  -H "Content-Type: application/json" \
  -d '{ "require_reply_approval": true }'
```

**Co-pilot workspace defaults.** The `inbox_copilot` settings key holds the kill switch and the auto-approve eligibility bar:

```bash theme={null}
curl -X PATCH https://api.orbit.devotel.io/api/v1/inbox/copilot/config \
  -H "X-API-Key: dv_live_sk_your_key_here" \
  -H "Content-Type: application/json" \
  -d '{ "enabled": true, "auto_approve_confidence_threshold": 0.9 }'
```

**SLA defaults.** Replace the synthetic 4h/24h defaults with a workspace policy and mark it the fallback:

```bash theme={null}
curl -X POST https://api.orbit.devotel.io/api/v1/inbox/sla/policies \
  -H "X-API-Key: dv_live_sk_your_key_here" \
  -H "Content-Type: application/json" \
  -d '{
    "name": "Workspace default",
    "scope": "org_wide",
    "is_default": true,
    "first_response_target_minutes": 60,
    "resolution_target_minutes": 480,
    "business_hours_only": true
  }'
```

**Auto-assign.** A routing rule with a round-robin pool is the opt-in that makes conversations self-assigning; the fallback pool lives on the digital queue the rule targets.

## 3. Read the defaults back before and after a change

Read each area back through its own endpoint — same GET the dashboard's tile renders:

```bash theme={null}
# Co-pilot kill switch + threshold (the inbox_copilot key)
curl https://api.orbit.devotel.io/api/v1/inbox/copilot/config \
  -H "X-API-Key: dv_live_sk_your_key_here"

# Every per-agent reply-approval override currently in effect
curl https://api.orbit.devotel.io/api/v1/inbox/replies/settings \
  -H "X-API-Key: dv_live_sk_your_key_here"

# The SLA policy list, so you can confirm which policy is_default
curl https://api.orbit.devotel.io/api/v1/inbox/sla/policies \
  -H "X-API-Key: dv_live_sk_your_key_here"
```

The revert path for a per-agent override is to put that user's row back to the org fallback — flip `require_reply_approval` to the org value, or re-issue the PUT with the reverted boolean; the settings tile re-seeds from the persisted map on reload, so a re-read shows the reverted state immediately.

## 4. Pitfalls — override order and inheritance

1. **Agent > org default.** On reply approvals the resolution order is per-agent override → org-wide default → off. Deleting conversations or agents doesn't clear the map; stale override rows keep gate-enforcing until you unset them.
2. **Conversation SLA > workspace SLA.** A scope-specific policy wins over the `is_default` fallback; the synthetic 4h/24h pair only applies when no policy at all claims the conversation. Existing conversations keep the policy they opened under until the policy's targets change.
3. **Routing rules run in ascending priority, lowest first.** A workspace-default routing rule named "catch-all" must carry a high priority number, or it beats the specific rules and auto-assign becomes a coin flip across the fallback pool.
4. **Drafts stay advisory regardless of the auto-approve threshold.** The co-pilot threshold only marks a draft `auto_approve_eligible` — a routing hint. Every draft still carries `require_human_review: true`, an escalate/end suggestion is never eligible, and a reply-gated agent's accepted draft still queues — so raising the threshold never silently ships a reply.
5. **Business hours pause the clock.** `business_hours_only: true` pauses the SLA timers outside your team's shifts, so a conversation opened Friday evening doesn't breach before Monday's agents arrive. Flipping the flag changes future due-at computation; it does not re-write already-elapsed clocks.

## See also

* [Inbox setup](/guides/inbox-setup) — the end-to-end walk of channels, routing, macros, SLA, and AI drafts.
* [Reply approvals and AI deflection](/guides/inbox-reply-approvals) — the per-agent gate and the co-pilot thresholds in depth.
* [SLA timers](/guides/inbox-sla-timers) — how the first-response clock pauses and resumes.
* [Saved views and share links](/guides/inbox-saved-views-share-links) — the sidebar defaults and signed-token model.
* [Dispositions](/guides/inbox-dispositions) — the outcome taxonomy the workspace default draws from.