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Engage Digital | Creating folders

Last updated on April 06, 2021

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.

Navigate to Routing > Inboxes via the left-hand navigation bar.
Click Add at top right to add a new folder.
Enter the name of the folder in the Label field. (required)
Click Query and enter a query.
If you want to create a subfolder, click the Parent dropdown menu and select a parent folder.
Click the Restricted to role dropdown menu and select the roles that will have access to the folder.
Click the Restricted to team dropdown menu and select the teams that will have access to the folder.
Check the Show the number of threads box. (optional)
Check the Unselectable box. (optional)
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.