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Learn More About Label, Template & Relay Inbox Settings for Your Entire Workspace

Use Inbox Settings to manage workspace-wide defaults for Labels and Templates. These settings give your team a consistent, organized inbox experience.
Note: Workspace settings act as defaults. User preferences always override workspace defaults and are not overwritten by later workspace changes.

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Workspace Labels (Create, Edit, Remove)

Standardize how your team groups and filters conversations with shared Labels. Where to go:
Account → Settings → Workspace Settings → Labels Actions:
  • Create label – define name, color, and icon
  • Search / manage existing labels
  • Edit label properties (name, color, icon)
  • Remove (delete) labels no longer used
Tips:
  • Keep names short and scannable (e.g., Support: Urgent, HR: New Hire, Region: West).
  • Use consistent icon/color patterns by function or department.
Workspace Labels Settings

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Workspace Message Templates (Shared Message Templates)

Publish pre-approved, reusable messages for your whole team. Where to go:
Account → Settings → Workspace Settings → Templates Actions:
  • Create template – add a clear name and message content
  • Search / manage existing templates
  • Edit template name/content
Note:
  • Templates support media, emoji, and personalization tags (e.g., {{ ContactFirstName }}, {{ WorkspaceName }}).
  • Keep names descriptive so teammates can find the right template fast (e.g., “Appt Reminder – 24h”).
  • For personal/one-off templates, users can save their own in My Settings (if enabled).
Workspace Message Templates Settings

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Workspace Relay Settings

You can manage Relays for your entire workspace from the Relays module or from Workspace Settings. Where to go:
Account → Settings → Workspace Settings → Relays Currently, you can:
  • Update a Relay’s status (active vs. inactive).
  • Edit a Relay (triggers, conditions, and actions).
  • Delete a Relay
Workspace Settings Relays

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Permissions & Best Practices

Who can manage workspace settings?
Admins (and Managers, if allowed by your Roles & Permissions) can update the workspace’s Inbox Settings. Recommended setup:
  • Define a small, clear label taxonomy before scaling usage.
  • Review labels quarterly to remove duplicates or stale tags.
  • Keep template copy concise and compliant (include opt-out language where appropriate).
  • Use workspace appearance to set a professional default; let users personalize if needed.