To access your Inbox settings, navigate to the Settings Tab (1) in the left sidebar and scroll down the list of settings until you see the Inbox Settings (2) menu.
The Inbox Settings menu has General Settings and Escalations available to configure.
General Settings
The General Settings allows you to make account level changes to the Inbox which includes guest alias, guest sentiment, masking inappropriate conversations, geofencing, etc.
Creating Escalations
Conversation Escalations allows you to ensure every conversation with a customer is being actioned.
To create an escalation, navigate to the Settings Tab (1) in the left sidebar, scroll to find Escalations (2) in the Settings menu. Select Add Escalation (3).
You can have the escalation target set to No Action (when conversation is idle), or Not Closed (when conversation has not been archived).
You can set the escalation time, location, and assign the escalation to a Loop team member.
If you are a Loop account Administrator or Owner and are unable to locate your account Ticket Settings, please reach out to our Support Team at support@benbria.com and we will do our best to assist!