Open your team inbox settings
To get started, open the inbox settings from your Intercom workspace.
Click the Settings icon, then click Inbox.
Select Team inboxes from the left-hand menu.
Click the team inbox you want to manage.
Add or remove agents from a team inbox
You can update which agents belong to a team inbox at any time.
Open the team inbox, then click Members.
Click Add members, then search for the agent you want to add.
Select the agent from the list, then click Save.
To remove an agent, select their name in the Members list, then click Remove.
⚠️ Warning: Removing an agent from a team inbox reassigns any open conversations they own to the general inbox. Check with your team before making changes.
Update inbox assignment rules
You can control how incoming conversations are routed to your team inbox.
Open the team inbox, then click Assignment rules.
Click Edit, then update the conditions as needed.
Click Save to apply your changes.
📌 Note: Assignment rule changes apply to new conversations only. Existing conversations are not affected.
Archive a team inbox
If a team inbox is no longer needed, you can archive it to remove it from active use.
Open the team inbox you want to archive.
Click Actions, then click Archive inbox.
Select Confirm when prompted.
⚠️ Important: You need conversation manager permissions to archive an inbox. Archiving does not delete conversation history, but agents will no longer be able to receive new conversations through that inbox.
What to avoid
As a conversation manager, your access is scoped to inbox management. Keep these points in mind.
Do not delete inboxes you are unsure about. Archiving is reversible; deletion is not.
Do not change assignment rules without first checking with the team leads who rely on that inbox.
Do not add agents to inboxes outside your team without confirming with an admin.
🤓 Tip: If you are unsure whether a change is within your remit, check with your Intercom admin before proceeding.