In the Inbox channel settings, you can determine how emails or social media messages are processed as tickets, including automations, or AI Features
Accessing channel settings
Click on your user icon in the bottom left corner → Settings.
In the left bar, select Workspace → Inbox → Channels.
Select the desired channel to adjust the settings.
Here you can configure the following settings for each channel, although depending on the platform, not all of the following settings may be available:
Create tickets
Generate tickets for posts in which the page was mentioned
Last assigned users automatically receive reopened tickets
Only tickets that are reopened due to a new comment are reassigned to the last assigned user
Mark comments as read if they only contain images, videos, or GIFs
Automatically mark comments that only contain @ mentions and/or emojis/punctuation marks as read
In which cases tickets with private messages should be reopened:
Only new fan messages open tickets (again)
All messages within a conversation reopen tickets
Only messages from pages with specific words/phrases reopen tickets
Swat.io AI settings
Automatic sentiment analysis
Automatically mark irrelevant comments as read
Automatically suggest hiding comments
Threshold for unread comments
Standard replies (see article default replies)
Automations (see article Automations)