Engage Digital | Creating folders

Just like categories, folders can have subfolders as needed. To add a folder, take the following steps:
1. Navigate to Routing > Inboxes via the left-hand navigation bar  
2. Click Add at top right to add a new folder
3. Enter the name of the folder in the Label field (required)
4. Click Query and enter a query
5. If you want to create a subfolder, click the Parent dropdown menu and select a parent folder
6. Click the Restricted to role dropdown menu and select the roles that will have access to the folder
7. Click the Restricted to team dropdown menu and select the teams that will have access to the folder
8. Check the Show the number of threads box if you want this option
9. Check the Unselectable box if you want this option
10. Click Save
Once you’ve created a folder, you can edit, delete, or duplicate the folder as needed.

Folder configuration options

When you’re creating a folder, you’ll have access to a variety of configuration options which can be found in the Create a folder configuration page. Let’s review the configuration options available to you when creating a folder:
  • Label: The name the folder as it appears in the Inbox
  • Query: Specifies one or more search queries that populate the folder. For some queries you will be prompted to enter values such as true or false, or to filter on information such as an agent’s name. For more information on building queries, visit Using search queries
  • Parent: Creates a subfolder within this parent folder
  • Restrict to role: Restricts access to the folder based on specified roles
  • Restrict to team: Restricts access to the folder based on specified teams
  • Show the number of threads: Displays the number of message threads in the folder
  • Unselectable: Disables agents from selecting this folder
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