Inbox Views & Custom Inboxes

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Where to find it

Settings > Inbox Views (/dashboard/settings/inbox).

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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 at teams.settings.inbox_settings.auto_assign_on_reply.

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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. Use this when your team works in concentrated time blocks rather than 24/7.

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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”)

Each rule has:

• An id
• A description the AI uses to judge incoming mail
• An enabled toggle

Trusted senders (configurable in Settings > Emails) skip spam detection entirely.

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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:

1. Click New Inbox
2. Pick an emoji (shows in the sidebar)
3. Give it a name
4. Add filters using the FilterBar. You can filter on ticket fields (status, source, mailbox, assignee, category, custom metadata) and on the attributes of the contact who opened the ticket (plan, MRR, Stripe subscription, company, lead status, custom fields), the same fields available on the Contacts page.
5. Save

The inbox appears in the inbox sidebar for everyone in your workspace.

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Filtering by contact attributes

Inbox views (and the inbox FilterBar) can filter tickets by the attributes of the linked contact, using the same field set as the Contacts page: plan, MRR / ARR, Stripe subscription status and plan, company, health score, renewal status, lead status, and custom fields. These contact conditions are resolved on the server with the exact same engine as Contacts, so a view like “open tickets from Stripe customers on the Enterprise plan” stays accurate as your contacts change. Two things to know:

• “Status” means the ticket’s status. The Active / Recent / Inactive / At Risk activity status from Contacts is not selectable here, because Status already refers to the ticket (open, resolved, and so on). To filter by contact activity, use the Last Seen date field instead.
• Ticket and contact conditions are combined with AND. Within the ticket fields, and within the contact fields, AND/OR work as you set them. A single OR group that mixes a ticket field with a contact field is treated as AND.

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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.

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When to use custom inboxes vs segments

Custom inboxes are for views the entire team needs. Personal segments are for views you want quick access to.

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Where to go next