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The Shared Inbox tab in Bot Settings configures human-agent chat settings for this bot — separate from the Shared Inbox feature pages, which cover using the inbox itself.
Enable Signature Message toggle, Default Signature Message field containing #User-Name#, and Disable Bot Reply and Disable AI Agent toggles

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Enable Signature Message and Default Signature Message

Enable Signature Message adds a signature to the end of an agent’s replies. Default Signature Message is the text used — it supports the same Name variable as anywhere else in ChatSyncs. Example Default Signature Message:
A reply from agent Priya is sent with her name appended automatically, so the customer can see which team member they’re talking to.

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Disable Bot Reply and Disable AI Agent

Two independent toggles that stop the automated bot or AI Agent from replying once a conversation is being handled in Shared Inbox:
  • Disable Bot Reply — turns off the Keyword Replies bot for conversations in Shared Inbox.
  • Disable AI Agent — turns off the AI Agent for conversations in Shared Inbox.
These are separate from Bot Replies While Agent on Mobile App in General settings, and from the Disable bot reply / Disable AI assistant outside business hour toggles in How Do I Set Up Business Hours for My Bot? — those two control automation by time of day, these two control it specifically for Shared Inbox conversations.

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Session Expiry Time

Session Expiry Time Configuration section with Input Flow Session Expiry Time (in minute) and Chat with Human Session Expiry Time (in minute) fields, and an Add Label for Unsuccessful Message Delivery dropdown
Two separate expiry timers, both in minutes:
  • Input Flow Session Expiry Time — how long a subscriber’s Input Flow session stays active before it resets.
  • Chat with Human Session Expiry Time — how long a Shared Inbox chat session stays open after the customer goes quiet, before it’s treated as inactive.
Example Chat with Human Session Expiry Time: 60 If a customer doesn’t reply for 60 minutes, that chat session closes automatically — their next message starts a fresh session. A value of 0 means no automatic expiry.

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Add Label for Unsuccessful Message Delivery

Pick an existing label from Select label — ChatSyncs automatically tags a contact with it whenever a message sent to them fails to deliver, so you can spot invalid numbers or blocked accounts without manually checking every conversation. Example A message to 919876543210 fails to deliver → that subscriber is automatically tagged with the label you selected (e.g. delivery_failed), so you can filter and follow up on them later in Subscriber Manager.
The label must already exist to appear in Select label — create it first under Custom Fields and Labels if you don’t have one yet.

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Save your changes

Bot Settings panel with the Publish Changes button highlighted in the top-right corner
Click Publish Changes in the top-right corner after editing any field on this tab — nothing goes live until you do.

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Frequently asked

Turn on Enable Signature Message and set Default Signature Message — it supports the Name variable (#User-Name#) to show the agent’s name automatically.
Turn on Disable Bot Reply (for the Keyword Replies bot) and/or Disable AI Agent (for the AI Agent) on this tab.
Input Flow Session Expiry Time resets an Input Flow session. Chat with Human Session Expiry Time closes a Shared Inbox conversation session after inactivity. They’re independent and can be set to different values.
Pick a label under Add Label for Unsuccessful Message Delivery, then filter Subscriber Manager by that label. The label must already exist — create it first if needed.
Nothing is lost — the conversation history stays intact. The customer’s next message simply starts a new session rather than continuing the old one.