Engage Digital | Creating folders

Agent configuration
Intro to agent configuration

Creating an agent

Updating agent permissions

Importing an agent from RingCentral MVP

Assigning roles to agents

Enabling Escalate to Video for an agent

Managing agent identities

Updating agent profiles

Editing agents in bulk
Teams
Intro to teams

Creating teams
Roles and permissions
Intro to roles and permissions

Managing roles and permissions
Presence statuses
Intro to presence statuses

Configuring presence statuses
Agent capacity
Intro to agent capacity

Managing agent capacity
Channels
Intro to channels

Configuring channels
Communities
Intro to communities

Creating communities
Messaging variables
Intro to messaging variables

Configuring messaging variables
Messaging notification templates
Intro to messaging notification templates

Managing messaging notification templates
Messages
Creating folders

Intro to messages

Creating folders

Using search queries
Categories
Intro to categories

Creating categories
Channel groups
Intro to channel groups

Configuring channel groups
Routing strategies
Intro to routing strategies

Configuring routing strategies
Rules
Intro to rules

Configuring rules

Setting conditions for rules
AI engine
Intro to AI engine

Configuring AI routing

Configuring AI filtering
Custom fields & identity tags
Intro to custom fields

Adding custom fields

Using identity tags
Reply assistant
Intro to the reply assistant

Organizing groups

Configuring groups
Email templates
Intro to email templates

Configuring email templates
Account settings
Intro to account settings

Configuring account settings
Security settings
Intro to security settings

Configuring security settings
Business hours
Intro to business hours

Setting business hours
Notifications
Intro to notifications

Configuring notifications
Audit log
Intro to audit log

Viewing the audit log
Extensions
Intro to extensions

Configuring extensions
Troubleshooting
How to resolve email synchronization errors?

How to resolve errors when opening email attachments?

Why can't agents see messages, reply, or initiate discussions?

The folder structures that you create will have a parent folder, and one or more subfolders as needed. When creating a folder you will specify a query that determines which messages are organized into that folder, and the roles that will have access to the folder.

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. (optional)

9. Check the Unselectable box. (optional)

10. Click Save.

Once you’ve created a folder, you can edit, delete, or duplicate the folder as needed. You can also add subfolders within folders.

Folder configuration options

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: When creating a subfolder, select the parent folder in this field.
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.