How to Configure Inbox Settings

Inbox settings control how your workspace handles inbound communications across email, SMS, and voice agents — defaults like read receipts, auto-replies, signatures, and how new conversations are routed. Head to https://app.trustpager.com/settings/inbox to manage them.

These are workspace-wide settings — they apply to everyone on your team. Personal preferences (like which notifications you want) live at https://app.trustpager.com/account/preferences.

Email settings

• Read receipts — controls whether tracking pixels are added to outbound emails by default. Recipients can still see if you opened their emails (when they enable read receipts on their side).
• Click tracking — wraps outgoing links in a tracker so click events appear in the contact's activity feed. On by default.
• Default email config — which email config (Gmail, Postmark) is used for automation sends when no specific config is set on the action. Configure email configs at https://app.trustpager.com/settings/email.
• Reply-to behaviour — when a contact replies to a workspace-shared email, who gets routed the reply (the original sender, the assigned account manager, or the dispatcher).
• Workspace email signature — appended to outbound automation emails. Personal signatures (per user) override this for emails sent from their connected Gmail.

SMS settings

• Default SMS sender number — which TrustPager phone number is used for outbound SMS when no specific number is set on the action. Buy and configure numbers at https://app.trustpager.com/settings/phone.
• Auto-reply on first SMS — sends an auto-reply when a new contact texts you for the first time (e.g. "Thanks for reaching out, we'll get back to you shortly"). Edit the message body here.
• Opt-out language — text appended to outbound marketing SMS reminding recipients how to opt out ("Reply STOP to opt out"). On by default for compliance reasons.
• Opt-out keywords — words that trigger an automatic opt-out when received. Defaults to STOP, UNSUBSCRIBE, CANCEL, END, QUIT.

For full opt-out details, see https://trustpager.com/help-center/sms-opt-out-handling.

Voice agent settings

• Default inbound voice agent — which agent answers incoming calls when no specific agent is assigned to the number. Configure agents at https://app.trustpager.com/auto/voice-agents.
• After-hours behaviour — what happens when a call comes in outside business hours: route to voicemail, route to a different agent, or hand off to a fallback number.
• Recording & transcription — whether to record and transcribe calls. On by default; required for AI features like coaching.
• Voicemail prompt — text-to-speech prompt for missed calls.

Dispatcher settings

Behaviour for the queued communications dispatcher at https://app.trustpager.com/inbox/dispatcher:

• Auto-cancel on opt-out — drop pending sends to contacts who opt out (default: on)
• Auto-cancel on reply — drop pending sends in the same channel when a contact replies (default: on)
• Auto-cancel on stage change — drop pending sends when an opportunity moves to closed/won or a configured cancel stage

Follow Ups: retry, pacing and hours

The Follow Ups section at https://app.trustpager.com/settings/inbox?section=dispatcher controls how queued sends behave, and when they are allowed to go out. It holds two separate sets of hours:

• Customer Contact Hours: when we may reach your customers. Scheduled emails, SMS, WhatsApp and AI dialler calls use these, in each lead's own timezone.
• Staff Alert Hours: an optional separate set for when we may alert your own team, in your workspace timezone. Only Notify Our Staff actions use it. Leave it switched off and team alerts follow your Customer Contact Hours.

Set separate Staff Alert Hours when your calling window is narrower than your team's working day, for example when an AI dialler is restricted to a short window and you do not want your own team's alerts held to the same few hours.

The same section carries the per-channel retry policy, concurrency and pacing limits, holidays, and what happens when a send fails every retry. For how the hours interact with individual sending actions, see https://app.trustpager.com/training/help-center/how-to-schedule-communications.

Permissions

Only workspace admins (and users with inbox-config:write) can change inbox settings. Configure roles at https://app.trustpager.com/settings/permissions.

Related settings

• https://app.trustpager.com/settings/email — individual email configs (Gmail, Postmark, etc.)
• https://app.trustpager.com/settings/phone — phone numbers and SMS configuration
• https://app.trustpager.com/auto/voice-agents — voice agent definitions