Inbox 2 Migration - Help Scout Support

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While Legacy Mailbox has served us well for the past several years, we are excited for this next step in it's evolution. The Legacy Mailbox experience had become visually dense, with limited room for growth and new features.</p> <p>Enter Inbox 2, designed with a modernized UI, enhanced legibility, and faster performance. We鈥檝e streamlined the interface to provide a more intuitive and accessible experience, optimizing how you view threads and understand context. Our goal was to reduce noise, focus on what鈥檚 most important, and give you the flexibility to customize your workflow. The result is an inbox that not only looks better but works smarter鈥攕etting you up for a more efficient and enjoyable experience.</p> <div data-html-block> <section class="index-list"> <h4>In this article</h4> <ul> <li><a href="#Move-to-Inbox-20-3rJyI">Move to Inbox 2</a></li> <li><a href="#Tips-for-Transition-KWKOI">Preparing for the Transition</a></li> <li><a href="#New-Features-With-Inbox-20-TPKyO">New Features with Inbox 2</a></li> <li><a href="#Frequently-Asked-Questions-KJagU">Frequently Asked Questions</a></li> </ul> </section> </div> <h2 id="Move-to-Inbox-20-3rJyI">Move to Inbox 2</h2> <h3>Planned Migration</h3> <p>Account Owners and Admins will receive a notice 30 days ahead of the migration date. After that 30 day period, all users in the account will be automatically moved to the new inbox experience. We recommend opting in during your 30 day window so you will have plenty of time to familiarize yourself with the updates before your migration date. We also invite you to <a href="https://www.helpscout.com/classes/">register for a live class</a> tailored specifically to Inbox hosted by a member of our support team.</p><br> <h3>Opt-in Early</h3> <p>Ready to experience Inbox 2 right now? Starting on the Dashboard, click on <b>Get Started </b>and then click <b>Update Now</b> to be updated to Inbox2.</p><br> <p><img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/66e487efdd5b956281ae4cea/file-KxO0pa4P5s.png" style="width: 623px; max-width: 100%; "></p> <p><img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/66e87de5e6b2356def90977e/file-J95nekqPYy.png" style="width: 627px; max-width: 100%; "></p> <p>Opting in before your migration date ensures that you'll be confident in the inbox experience ahead of the migration.</p> <div class="callout-yellow"> <p><b>Note</b>: If you don鈥檛 see this option on your Dashboard, it means account was opened after we rolled out the new experience and you are already in the latest and greatest.</p> </div> <h2 id="Tips-for-Transition-KWKOI">Preparing for the Transition</h2> <div data-html-block> <p style="margin-bottom: -15px;">Here are some tips for preparing yourself for using Inbox 2 ahead of your migration date:</p> </div> <ul> <li><b>Allow yourself time to adjust. </b>Pick a time that isn't busy and just explore the updated layout without any pressure start working in Inbox 2 right away. We find it typically takes about one day to become comfortable with the changes.</li> <li><b>Focus on core actions first.</b> Find the key features you use the most and get familiar with them. By focusing on your core actions, you'll quickly build your confidence in Inbox 2.</li> <li><b>Attend a live class. </b>Sign up for one of our Inbox 2 focused classes led by a member of our support team. <a href="https://www.helpscout.com/classes/">Register here</a>.</li> </ul><br> <p>Want a more in depth rollout plan? Take a look at the blog post, <a href="https://www.helpscout.com/blog/transitioning-to-inbox-2/"><i>Navigating Change Management: Transitioning to Inbox 2</i></a>.</p> <h2 id="New-Features-With-Inbox-20-TPKyO">Inbox 2 Highlights</h2> <div data-html-block> <section class="index-list"> <ul> <li><a href="//docs.helpscout.com/article/1585-inbox-2#Get-Organized-with-Views-mPpQj">Get Organized with Views</a></li> <li><a href="//docs.helpscout.com/article/1585-inbox-2#Move-Faster-with-AI-Tools-VrCAl">Move Faster with AI Tools</a></li> <li><a href="#AI-Powered-Features-7NT7F">AI Powered Features</a></li> <li><a href="//docs.helpscout.com/article/1585-inbox-2#Control-What-You-See-and-Send-3AwR4">Control What You See and Send</a></li> <li><a href="//docs.helpscout.com/article/1585-inbox-2#Write-Your-Best-Replies-TnVXL">Write Your Best Replies</a></li> <li><a href="//docs.helpscout.com/article/1585-inbox-2#Modern-and-Adaptable-UI-yhZrP">Modern and Adaptable UI</a></li> <li><a href="//docs.helpscout.com/article/1585-inbox-2#Powerful-Shortcuts-8G_07">Powerful Shortcuts</a></li> </ul> </section> </div> <h3 id="Get-Organized-with-Views-mPpQj">Get Organized with Views</h3> <p>Create views in the Inbox to filter incoming conversations based on the criteria like tags, assignments, status, and more. </p> <div class="video video-wistia video-responsive" style="aspect-ratio:16 / 9;"> <iframe src="https://fast.wistia.net/embed/iframe/pjd5wk0al9?videoFoam=false" width="100%" height="100%" frameborder="0" allowtransparency="true" scrolling="no" classname="wistia_embed" name="wistia_embed" msallowfullscreen="true" webkitallowfullscreen="true" mozallowfullscreen="true" allow="autoplay; fullscreen"></iframe> </div> <p>See <a href="//docs.helpscout.com/article/1578-create-and-manage-views">Create and Manage Inbox Views</a> for more.</p><br> <h3 id="Move-Faster-with-AI-Tools-VrCAl">Move Faster with AI Tools</h3> <p>With our AI tools, you can draft replies, edit, translate text, and even summarize conversations threads.</p> <div data-html-block> <div style="display:block; width: 70%;"> <video type="video/mp4" src="https://d33v4339jhl8k0.cloudfront.net/docs/assets/mp4/1570-first-draft.mp4" playsinline="" muted loop="" autoplay="" style="border:1px solid #D5DCE1; border-radius: 4px; max-width: 75%; height: auto; max-height: 75%;"> </video> </div> </div> <p><b>AI Drafts</b> will create a high-quality draft ready to review, revise if needed, and send in just one click.</p> <p>Read on here: <a href="//docs.helpscout.com/article/1570-ai-drafts">AI Drafts</a></p><br> <p>Let <b>AI Assist</b> check your grammar and spelling in replies, modify the tone or length of what you wrote, or even translate your text to a different language.</p> <p>Read more here: <a href="//docs.helpscout.com/article/1513-use-ai-assist">AI Assist</a></p><br> <p>Use <b>AI Summarize</b> to get a quick summary of an entire conversation with one click.</p> <p>Read more here: <a href="//docs.helpscout.com/article/1505-ai-summarize">AI Summarize</a></p><br> <h3 id="Control-What-You-See-and-Send-3AwR4">Control What You See and Send</h3> <p>Snooze conversations that can wait, remind yourself of timely follow-ups, and schedule emails to send exactly when you want. </p> <div class="video video-wistia video-responsive" style="aspect-ratio:16 / 9;"> <iframe src="https://fast.wistia.net/embed/iframe/ptqejt51qq?videoFoam=false" width="100%" height="100%" frameborder="0" allowtransparency="true" scrolling="no" classname="wistia_embed" name="wistia_embed" msallowfullscreen="true" webkitallowfullscreen="true" mozallowfullscreen="true" allow="autoplay; fullscreen"></iframe> </div> <p>Read more about these features here:</p> <ul> <li><a href="//docs.helpscout.com/article/1572-snooze">Snooze Conversations</a></li> <li><p><a href="//docs.helpscout.com/article/1577-schedule-a-reply-to-send-later">Schedule a Reply to Send Later</a></p><br></li> </ul> <h3 id="Write-Your-Best-Replies-TnVXL">Write Your Best Replies</h3> <p>Compose and add the right content faster with easier text formatting, a new shortcut menu, saved reply previews, and more. </p> <div class="video video-wistia video-responsive" style="aspect-ratio:16 / 9;"> <iframe src="https://fast.wistia.net/embed/iframe/ngp7fhcrn8?videoFoam=false" width="100%" height="100%" frameborder="0" allowtransparency="true" scrolling="no" classname="wistia_embed" name="wistia_embed" msallowfullscreen="true" webkitallowfullscreen="true" mozallowfullscreen="true" allow="autoplay; fullscreen"></iframe> </div> <p>See <a href="//docs.helpscout.com/article/1506-whats-new-with-the-conversation-editor">What's New With the Conversation Editor</a> for full details.</p><br> <h3 id="Modern-and-Adaptable-UI-yhZrP">Modern and Adaptable UI</h3> <p>Stay focused and in the zone with an accessible, legible, and customizable UI that gives you better control over what stays in view. </p> <div class="video video-wistia video-responsive" style="aspect-ratio:16 / 9;"> <iframe src="https://fast.wistia.net/embed/iframe/nzhxcewaod?videoFoam=false" width="100%" height="100%" frameborder="0" allowtransparency="true" scrolling="no" classname="wistia_embed" name="wistia_embed" msallowfullscreen="true" webkitallowfullscreen="true" mozallowfullscreen="true" allow="autoplay; fullscreen"></iframe> </div> <h3 id="Powerful-Shortcuts-8G_07">Powerful Shortcuts</h3> <p>Get more done with the new command palette, and perform powerful actions without ever needing to use your mouse. </p> <div class="video video-wistia video-responsive" style="aspect-ratio:16 / 9;"> <iframe src="https://fast.wistia.net/embed/iframe/ykf03wcaow?videoFoam=false" width="100%" height="100%" frameborder="0" allowtransparency="true" scrolling="no" classname="wistia_embed" name="wistia_embed" msallowfullscreen="true" webkitallowfullscreen="true" mozallowfullscreen="true" allow="autoplay; fullscreen"></iframe> </div> <div class="callout-green"> <p>Tip: Type in "Confetti" for a fun surprise!</p> </div> <p>Check out the following details:</p> <ul> <li><a href="//docs.helpscout.com/article/419-keyboard-shortcuts#Command-Palette-4F3Ck">The Command Palette</a></li> <li><a href="//docs.helpscout.com/article/419-keyboard-shortcuts#image">Keyboard Shortcuts</a></li> </ul> <h2 id="Frequently-Asked-Questions-KJagU">Frequently Asked Questions</h2> <p><b>Why redesign the Mailbox at all? It was fine before.</b></p> <p>That's a totally valid question! Buzz Usborne, our Principal Designer, goes into both the <i>why</i> and the <i>how</i> of the Inbox redesign in his blog post, <a href="https://www.helpscout.com/blog/redesigned-inbox/"><i>Why We Redesigned Inbox</i></a>.</p><br> <p><b>How can I add saved replies, attachments, or Docs articles to my email reply? </b></p> <p>You can use either the <code class="inline-code">/</code> key while typing, or click the + sign at the bottom of the editor to open the menu, which will give you access to saved replies, attachments, and Docs articles.</p> <p>You can also use <a href="//docs.helpscout.com/article/419-keyboard-shortcuts">keyboard shortcuts</a> to add these to conversations as well.</p> <ul> <li>Saved Replies - Cmd + Shift + S (Mac) or Ctrl + Shift + S (Windows)</li> <li>Attachments - Cmd + Shift + A (Mac) or Ctrl + Shift + A (Windows)</li> <li>Docs articles - Cmd + / (Mac) or Ctrl + / (Windows)</li> </ul><br> <p><b>Can I change the thread order back to newest at the top? </b></p> <p>The chronological order of threads, with the oldest at the top and newest at the bottom, is not something that can be changed in Inbox 2.</p> <p>After opening a conversation, you are immediately focused on the most recent thread. From there, if you want to read the earlier threads, you can scroll up or use <b>Option + Up Arrow</b>.</p> <p>Ready to reply? Use the <b>R</b> shortcut or click the <b>Reply</b> button to open up the editor wherever you are in the conversation.</p> <p>Need to reference an earlier thread as you're writing your reply? While the editor is open, using your mouse or trackpad, you can scroll the threads up or down so you always have the context you need.</p><br> <p><b>Can my threads take up more width on the screen?</b></p> <p>Yes! With the new <b>Wide Layout</b> option, threads in a conversation will take up the full width of the conversation panel (aka no more whitespace). Press <b>L</b> or select <b>Wide Layout</b> in the More Actions menu to give it a try!</p> <div data-html-block> <div style="display:block; width: 100%;"> <video style="border:1px solid #D5DCE1; border-radius: 4px; max-width:60%; height: auto; max-height: 60%;" autoplay="" loop="" muted playsinline="" src="https://d33v4339jhl8k0.cloudfront.net/docs/assets/mp4/1585_inbox_wide_layout.mp4" type="video/mp4"> </video> </div> </div><br> <p><b>How can I expand the conversation editor? </b></p> <p>In the upper right hand corner of the editor you will see a set of arrows that can be clicked on. When you select that, it will expand the conversation editor to the full size, so you can give full focus on the reply to your customer.</p> <p style="text-align: center;" class="align-center"><img src="//d33v4339jhl8k0.cloudfront.net/docs/assets/524448053e3e9bd67a3dc68a/images/66fc723d44628317ef904883/file-Mp3bXQLOdS.png" style="width: 100%; max-width: 100%; text-align: center;"></p> <p>When your browser window is smaller (vertically) than <code class="inline-code">670px</code> , the composer becomes fixed to the bottom of the page. We're open to revising that behavior in the future, if you are finding it isn't working well for you, but for now, this is expected.</p><br> <p><b>With the copy to folder action no longer available with Workflows, how can I create folders in the inbox?</b></p> <p>That can now be done with <a href="//docs.helpscout.com/article/1578-create-and-manage-views" target="_blank">Views</a>. Currently you can filter your inbox based on the following criteria:</p> <ul> <li>Channel (email/chat/phone)</li> <li>Tag</li> <li>Status</li> <li>Customer email</li> <li>Assignee</li> <li>Subject line</li> <li>Date created</li> <li>Waiting Since</li> <li>Custom Field</li> <li>Customer Property</li> </ul> <p>More filtering options to come!</p> </article> <div class="articleRatings" data-article-url="https://docs.helpscout.com/article/1585-inbox-2"> <span class="articleRatings-question">Did this answer your question?</span> <span class="articleRatings-feedback"> <span class="articleRatings-feedback-tick"> <svg height="20" viewBox="0 0 20 20" width="20" xmlns="http://www.w3.org/2000/svg"> <path d="m8 14a.997.997 0 0 1 -.707-.293l-2-2a.999.999 0 1 1 1.414-1.414l1.293 1.293 4.293-4.293a.999.999 0 1 1 1.414 1.414l-5 5a.997.997 0 0 1 -.707.293" fill="#2CC683" fill-rule="evenodd"/> </svg> </span> <span class="articleRatings-feedback-message">Thanks for the feedback</span> </span> <span class="articleRatings-failure">There was a problem submitting your feedback. Please try again later.</span> <div class="articleRatings-actions"> <button class="rateAction rateAction--positive" data-rating="positive"> <span class="sr-only">Yes</span> <span class="rating-face"> <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24"> <path fill-rule="evenodd" d="M5.538 14.026A19.392 19.392 0 0 1 12 12.923c2.26 0 4.432.388 6.462 1.103-1.087 2.61-3.571 4.436-6.462 4.436-2.891 0-5.375-1.825-6.462-4.436zm1.847-3.872a1.846 1.846 0 1 1 0-3.692 1.846 1.846 0 0 1 0 3.692zm9.23 0a1.846 1.846 0 1 1 0-3.692 1.846 1.846 0 0 1 0 3.692z"/> </svg> </span> </button> <button class="rateAction rateAction--negative" data-rating="negative"> <span class="sr-only">No</span> <span class="rating-face"> <svg xmlns="http://www.w3.org/2000/svg" width="24" height="24"> <path fill-rule="evenodd" d="M7.385 13.846a1.846 1.846 0 1 1 0-3.692 1.846 1.846 0 0 1 0 3.692zm9.23 0a1.846 1.846 0 1 1 0-3.692 1.846 1.846 0 0 1 0 3.692zm-.967 4.95a.992.992 0 0 1-.615-.212c-1.701-1.349-4.364-1.349-6.065 0a.998.998 0 0 1-1.36-.123.895.895 0 0 1 .127-1.3A6.897 6.897 0 0 1 12 15.692c1.555 0 3.069.521 4.266 1.467.41.326.467.909.127 1.3a.982.982 0 0 1-.745.335z"/> </svg> </span> </button> </div> </div> <section class="articleFoot"> <time class="lu" datetime=2024-11-21 >Updated on November 21, 2024</time> </section> </div> </section> <aside id="sidebar" class="span3"> <form action="/search" method="GET" id="searchBar" class="sm" autocomplete="off"> <input type="hidden" name="collectionId" value="66db0f40f6180530271df978"/> <input type="text" name="query" title="search-query" class="search-query" placeholder="Search" value="" aria-label="Search" /> <button type="submit"> <span class="sr-only">Toggle Search</span> <i class="icon-search"></i> </button> <div id="serp-dd" style="display: none;" class="sb"> <ul class="result"> </ul> </div> </form> </aside> </div> <div id="noResults" style="display:none;">No results found</div> <footer> <p>© <a href="https://www.helpscout.com/">Help Scout</a> 2025. <span>Powered by <a rel="nofollow noopener noreferrer" href="https://www.helpscout.com/docs-refer/?co=Help+Scout&utm_source=docs&utm_medium=footerlink&utm_campaign=Docs+Branding" target="_blank">Help Scout</a></span> </p> </footer> </section> <script src="//d3eto7onm69fcz.cloudfront.net/assets/javascripts/app3.min.js"></script> <script> // keep iOS links from opening safari if(("standalone" in window.navigator) && window.navigator.standalone){ // If you want to prevent remote links in standalone web apps opening Mobile Safari, change 'remotes' to true var noddy, remotes = false; document.addEventListener('click', function(event) { noddy = event.target; while(noddy.nodeName !== "A" && noddy.nodeName !== "HTML") { noddy = noddy.parentNode; } if('href' in noddy && noddy.href.indexOf('http') !== -1 && (noddy.href.indexOf(document.location.host) !== -1 || remotes)){ event.preventDefault(); document.location.href = noddy.href; } },false); } </script> </body> </html>

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