Where to find it
Settings > Inbox Views (/dashboard/settings/inbox).
Auto-assign on reply
When on, the first teammate to reply to an unassigned ticket is automatically assigned. Eliminates the “I’m picking this up” Slack message and prevents two teammates from replying simultaneously. Stored atteams.settings.inbox_settings.auto_assign_on_reply.
Offline emails
When you reply to a ticket while you’re “offline” in the inbox, Halo can email the customer to let them know your team is offline and will follow up.| Setting | Purpose |
|---|---|
offline_email_enabled | Master switch |
offline_email_delay_minutes | How long after a reply before sending the offline email — 5, 15, 30, 60, 120 |
Spam rules
Halo runs AI-powered spam detection on incoming emails. Configure:- Master switch — turn detection on/off
- Rules — describe types of spam to flag in plain language (“emails from competitor sales reps”, “lottery winnings”, “suspicious links”)
- An id
- A description the AI uses to judge incoming mail
- An enabled toggle
Custom inboxes
Custom inboxes are workspace-level filtered views of your tickets. Every teammate sees the same custom inboxes in their sidebar. To create one:- Click New Inbox
- Pick an emoji (shows in the sidebar)
- Give it a name
- Add filters using the FilterBar fields (status, source, assignee, segments, custom fields)
- Save
Reordering and editing
Drag inboxes in the list to reorder. Click any inbox to edit its filters or name. Delete via the trash icon — deleting an inbox doesn’t delete tickets.When to use custom inboxes vs segments
| Use | Custom Inbox | Personal Segment |
|---|---|---|
| Shared across the team | Yes | No (per-teammate) |
| Persistent in the sidebar | Yes | Yes |
| Defined in dashboard | Yes | Defined in browser |
| Workflow-critical | Yes | Yes |
Where to go next
Views & Segments
The inbox-side detail on filtering, segments, and custom inboxes.
Working Tickets
Auto-assign on reply matters when you’re actually replying.