Open the inbox views and folders panel to create a team inbox folder. Use a clear name so agents can identify the right queue.
Before you begin
You need permission to create or manage team inbox folders in the active workspace.
Step by step
- In Inbox, select New team inbox folder, or expand Show views & folders to access the same action.
- Enter a Name. The dialog also exposes Icon class, optional Color, and optional Sort order.
- Select Create after reviewing the destination workspace and details.
- To move a conversation, use its right-hand Team inbox folder selector and select Save folder when available.
- Return to the folder under Team inboxes and confirm the intended conversation appears with the current status filter.
What to check
Your folder is visible in the workspace’s team inbox list, and the conversation is associated with the selected folder.
Need to troubleshoot?
The folder exists but looks empty
Check whether the conversation is closed while the queue is filtered to Open.
Save folder is disabled
Confirm that a conversation is selected and that a different valid folder has been chosen.