Skip to main content
All CollectionsInboxSetup
Customize the Inbox to suit you and how you work best
Customize the Inbox to suit you and how you work best

Configure Intercom Inbox experience to feel at home and to suit your personal preferences.

Ivan avatar
Written by Ivan
Updated this week

Every teammate in the Inbox can configure how it looks and feels for them. This allows you to make it suit how you work and move things where you want them to be.


Customize left sidebar

Pinning teams, teammates, or views

Go to Manage > Edit sidebar at the bottom of the inbox menu to pin or unpin inboxes and folders on the sidebar. This includes:

  • Inboxes

    • Your inbox

    • Mentions

    • Created by you

    • All

    • Unassigned

  • Folders

    • Teams

    • Fin AI Agent

    • Teammates

    • Views

    • Spam

You can pin different team inboxes and views to your left sidebar by clicking on the pencil icon beside Teams/Views and then pinning individual ones using the pin icon beside their name.

You can't unpin team inboxes you're a member of.

You also can't pin teammates whom you can't assign conversations to, this includes any teammates that have a "Lite" seat.

You can also re-order and collapse folders.

Creating custom folders

From the Inbox, click Manage > Edit sidebar and then select Create custom folder to create and pin your own custom folder to the left sidebar e.g. "Important" or "Starred".

Custom folders allow you to group individual teams, teammates and views together. They have the same flexibility that default folders already have like pinning/unpinning, collapsing and re-ordering.

Add apps to your right sidebar

You can add apps to your right sidebar by scrolling to the bottom of the sidebar and clicking on Edit apps.

Here, you can pin different apps by clicking on the pin icon beside the app name.

Change the order of apps in right sidebar

After you add your apps, you might want to move them around to have these closer to hand when chatting to your customers. To do that, simply use the three dots that appear beside the app name and drag the app into the desired position.

Some right sidebar items, such as assignee/team assigned and linked tickets can't be moved or removed.

Pin functions in the Inbox composer

You can also pin commonly used functions such as Macros, Tours, Workflows or Emojis directly to your composer. To do that, click on the three dots menu and then pin the individual functions using the pin icon beside it's name.

Pinning custom apps is currently not supported. You can always access these by using shortcut ⌘/Ctrl + K 👍

Change your theme

The Inbox supports light and dark theme, as well as an option to match your system theme. You can toggle between these by using ⌘/Ctrl + K , typing 'Theme', and then selecting the theme you want.

Change the language

Intercom Inbox is available in 5 different languages:

  1. English (US)

  2. German

  3. Spanish (Mexico)

  4. French (France)

  5. Portugese (Brazil)

You can toggle between different languages by using ⌘/Ctrl + K and type 'Switch' then arrow down and hit Enter to choose a language.

Or, click on your Profile in the bottom left corner of the screen and then select Language and choose your preferred language.

Change the layout

Intercom Inbox supports 2 layout types - Chat layout and table layout. You can toggle between these by using the shortcut key L on your keyboard, or from the bottom of your conversations list.


💡Tip

Need more help? Get support from our Community Forum
Find answers and get help from Intercom Support and Community Experts


Did this answer your question?