Configure Inbox teams, labels and retention

Open Settings > Conversations & inbox > Inbox with an Admin or Manager role. Configure the shared operating rules before assigning a larger support team.

Set closure and media retention

• Auto-close idle sessions (days) accepts 1 to 30 days. It controls closure of idle Inbox sessions.
• Conversation media retention (days) accepts 100 to 180 days. It controls retention of conversation media, not reusable flow assets.

Review the saved result after changing either value. Session closure and stored-media retention do not extend Meta's 24-hour customer-service window. An expired media attachment may no longer be downloadable even when its message record remains.

The Conversations tab also has separate flow/session inactivity controls. See Inbox and conversation settings before changing those thresholds.

Configure teams and labels

Use Inbox teams to maintain the team, its members and the assignment strategy offered by the form. Choose members who can act on the relevant number and review the strategy before assigning production work.

Manage the listed Tags and decide whether Allow agents to create labels fits your operating process. A shared vocabulary makes filters useful; several labels with the same meaning make ownership harder to read.

Conversation labels describe a session. Contact labels describe the person. Do not use a label change as a substitute for consent or restriction controls.

Verify the assignment path

Use a permitted test conversation to check that the intended team can see and claim the work. Confirm the assignee and session status in Inbox. A team membership change does not by itself grant a missing workspace role or WhatsApp number permission.

Next: Invite teammates and grant access, set business hours, or work in Inbox.