# Inboxes

An inbox is where EasyDesk receives conversations from one customer channel. A channel is the type of connection, such as website chat, email, Facebook, Instagram, WhatsApp, API, or another supported source. An inbox is the specific configured instance of that channel.

Use separate inboxes when ownership, reporting, routing, or customer context differs. For example, create different inboxes for sales chat and technical support, even if both use the website widget.

## Create An Inbox

Go to **Settings -> Inboxes -> Add Inbox**.

1. Choose the channel type.
2. Enter the required credentials or connection details.
3. Add agents who should receive conversations.
4. Configure greetings, business hours, and assignment behavior.
5. Send a test message.

The inbox is ready only after a test conversation reaches EasyDesk and an assigned agent can reply.

## Assign Agents

Agents must be added to an inbox before they can work from it. If an agent cannot see expected conversations, check the inbox member list before checking filters or permissions.

## Configure Business Hours

Business hours help customers understand when to expect a reply. They also improve reporting and SLA interpretation. Use the timezone your support team operates in, not necessarily the timezone of your company headquarters.

## Operational Checks

After creating or changing an inbox, verify:

* New conversations arrive in the correct inbox.
* Replies are delivered to the customer.
* Assignment works for the right agents or teams.
* Business-hour messages display when expected.
* Reports separate the inbox from other channels.

## When To Create Another Inbox

Create another inbox when a channel needs different agents, SLA targets, reports, automation rules, business hours, or customer-facing branding. Avoid using one large inbox for every channel; it becomes difficult to route, measure, and improve.

### Website Widget Identity Validation

Identity validation helps EasyDesk recognize signed-in website visitors before they start a conversation. Turn it on when your website already knows who the customer is and you want conversations to stay attached to the right profile.

After enabling identity validation in the website inbox settings, share the generated secret key only with the website owner or implementation partner responsible for the widget. The website should pass a verified customer identifier, such as the account email or internal user ID, when it loads the widget.

Use identity validation for customer portals, SaaS dashboards, billing areas, and other signed-in experiences. Keep it disabled for public marketing pages where visitors can start anonymous conversations.

### API Inbox Source IDs

API inboxes use a source ID to decide which external customer or system record a conversation belongs to. Use the same source ID whenever the same customer or record should return to the same conversation history.

Create the API inbox first, then choose a stable identifier from your connected system. Common choices include a customer ID, account ID, phone number, or email address. Avoid temporary session IDs because they create separate conversation histories for the same customer.

When a request fails because the source ID is missing, check that the connected system is sending the identifier for every new conversation request and that the value stays consistent for repeat contacts.


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