> ## 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 map — every operator console in one place > A map of every console under Inbox → Settings — routing, tags, macros, dispositions, digital queues, auto-close, agent scripts, ticket automation, conversation intelligence, AI deflection, reply approvals, SLA — with onboarding order and a symptom-to-console troubleshooting table. # Inbox settings map — every operator console in one place The Inbox docs section splits coverage by surface — coaching, reply approvals, SLA escalation policies, social mentions — because that is how the features shipped. Operators do not work that way. A tenant rolling out an inbox team asks one question: *where do I set what?* This page answers it, collecting the twelve consoles under **Inbox → Settings** into one coherent map, in the order you should touch them. Every console below is a tenant-owned control — you set it for your workspace, nothing applies until you turn it on. Each maps 1:1 to a tile on the **Inbox → Settings** hub in the dashboard. ## Console map | Console | What it does | Docs | | -------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------- | | **Routing** | Auto-assign conversations with round-robin, skills-based, and keyword rules — dry-run a rule before it goes live | Dedicated page coming | | **Tags** | Define the labels, colors, and descriptions agents apply to conversations | Dedicated page coming | | **Macros** | Multi-step reply playbooks agents trigger with a slash-shortcut | [Macros — canned responses](/guides/macros-canned-responses) | | **Reply approvals** | Require a supervisor to approve an agent's outgoing replies before they send | [Reply approvals](/inbox/reply-approvals) | | **AI deflection budget** | Cap monthly AI-resolved tickets, set a soft alert, and track savings vs human-agent cost | Dedicated page coming | | **Auto-close stale conversations** | Automatically close conversations idle for a set number of days, so the open queue shows only threads that need attention | Dedicated page coming | | **Ticket automation** | When a ticket is created, tagged, goes idle, or changes status or priority, run actions like reassign, retag, set a field, escalate, or notify — with a dry-run before the rule goes live | Dedicated page coming | | **Agent scripts** | Guided, branching scripts that walk agents through chat, email, and messaging flows step by step, routing on the customer's answer | Dedicated page coming | | **Dispositions** | Outcome label sets agents and the AI assign when closing conversations, plus a distribution view | Dedicated page coming | | **Digital queues** | Skill-based ACD for email, chat, and social — route inbound conversations to the longest-idle skilled agent, with an SLA and an overflow policy | [SLA escalation policies](/inbox/sla-escalation-policies) covers the per-queue alert path | | **Conversation intelligence** | Operators the classifier runs over every text thread to extract typed signals — a refund request, an escalation risk, a product category — that you can report on | Dedicated page coming | | **SLA report** (lives at Inbox → SLA report) | Set per-channel first-response and resolution targets and review live breach state | [Inbox SLA timers](/guides/inbox-sla-timers) | There is no wrong first console — every tile is independent and off by default — but some orders waste less effort than others. ## Suggested onboarding order When you stand up an inbox team, touch the consoles in this order. Each step builds on the one above it: 1. **Tags** — define the vocabulary everything downstream filters and reports on. A routing rule that matches on a tag only works once the tag exists. 2. **Routing** — set auto-assignment so inbound conversations land on a person instead of a shared pile. Dry-run each rule on recent conversations before enabling it. 3. **Digital queues** — if you route email, chat, and social by skill, define the queues and their overflow policies here. Routing rules can then target queues instead of individual agents. 4. **Auto-close** — pick the idle threshold now, not after three months of abandoned threads bury the queue. 5. **Macros** — write the reply playbooks once every channel is live, based on the questions that actually come in. 6. **Reply approvals** — if you gate replies for juniors or regulated queues, configure who is gated after the team has macros to answer with. 7. **SLA report / escalation policies** — set first-response and resolution targets per channel or per queue, then hang breach alerts off them. 8. **AI deflection budget** — once you know your real volume, cap AI-resolved tickets per month with a soft alert. 9. **Dispositions** — define close-out outcome labels early, so analytics and conversation-intelligence signals have categories to land in from day one. 10. **Ticket automation** — automate reassignments, retags, escalations, and notifications once the manual flow is stable. Dry-run every rule before it goes live. 11. **Agent scripts** — build guided flows for the conversations that follow a decision tree. Train them on live tickets only after routing and macros settle. 12. **Conversation intelligence** — define the operator taxonomy last: the signals you want extracted are clearer once you have real closed conversations to read. Steps 1–4 unblock a working queue. Steps 5–8 make it efficient. Steps 9–12 turn it into something you can measure and automate. ## Concepts behind the consoles These pages explain the underlying models the settings consoles configure: * [ACD queue model](/concepts/acd-queue-model) — how queues, skills, and overflow fit together; this is what **Digital queues** and **Routing** assign against. * [Agent presence lifecycle](/concepts/agent-presence-lifecycle) — the presence states an agent moves through, which determines when **Routing** and **Digital queues** consider an agent available. * [Conversations](/concepts/conversations) — the conversation data model that **Tags**, **Dispositions**, and **Auto-close** mutate. * [Conversation merge troubleshooting](/troubleshooting/conversation-merge) — when two threads about the same contact collide, merge decides which console's tags and dispositions survive. ## Troubleshooting: symptom → console | Symptom | Owning console | Where to look | | -------------------------------------------------- | --------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- | | Inbound conversations pile up unassigned | Routing | **Inbox → Settings → Routing** — check rule coverage and dry-run against a recent conversation | | Routing rule never fires even though enabled | Tags | Confirm the conversation actually carries the tag the rule matches on | | Open queue fills with abandoned threads | Auto-close | **Inbox → Settings → Auto-close** — enable and set the idle-day threshold | | Agent's replies never reach the customer | Reply approvals | [Reply approvals](/inbox/reply-approvals) — check whether the agent is gated and the queue is unworked | | SLA breach alerts never fire | SLA report / digital queues | [Inbox SLA timers](/guides/inbox-sla-timers) — targets must exist before the report can breach them; per-queue alerting is on the queue | | Macro will not expand in the composer | Macros | [Macros — canned responses](/guides/macros-canned-responses) — check the slash-shortcut and channel scoping | | Ticket automation rule does nothing | Ticket automation | Re-run the rule dry-run in the console — the test output shows the predicate the live event missed | | Classifier produces no signals on threads | Conversation intelligence | The taxonomy has no active operator until you create one in the console | | AI-resolved tickets exceed the monthly budget | AI deflection budget | The soft alert threshold warns before the cap trips — review where the volume is coming from | | Agent asks for a structured path on a complex chat | Agent scripts | One console owns the global script library; unused scripts do not appear in the composer | | Two threads about the same contact diverge | Conversation model | [Conversation merge](/troubleshooting/conversation-merge) — tags and dispositions from the merged thread resolve per the merge rules | ## See also * [Inbox setup](/guides/inbox-setup) — channels, assignment, and the workspace these consoles configure. * [Reply approvals](/inbox/reply-approvals) — the supervisor review gate, in depth. * [Per-digital-queue SLA escalation policies](/inbox/sla-escalation-policies) — queue-level alerting. * [Inbox coaching](/inbox/coaching) — live coaching that complements scripted flows. * [Social mentions](/inbox/social-mentions) — the mention surface these settings also govern. * [Inbox terminology FAQ](/guides/inbox-terminology-faq) — the vocabulary used across every console above.