Use this article to customize the Inbox to suit how you work — including pinning views and teammates to the left sidebar, adding and reordering apps in the right sidebar, pinning composer shortcuts, and changing your theme or language. Admins can also use this article to enforce a sidebar layout for a role, controlling which sections teammates see when they open a conversation.

To pin or unpin inboxes and folders in the Inbox left sidebar, go to Manage > Edit sidebar at the bottom of the inbox menu. You can pin or unpin:

You can pin different team inboxes and views to your left sidebar by clicking on the pencil icon beside Teams/Views and then pinning individual ones using the pin icon beside their name.

You can also re-order and collapse folders.

From the Inbox, click Manage > Edit sidebar and then select Create custom folder to create and pin your own custom folder to the left sidebar e.g., "Important" or "Starred".

Custom folders are personal to you and allow you to group individual teams, teammates, and views for your own organization. Other teammates can't see your custom folders. Custom folders support the same options as default folders: pinning/unpinning, collapsing, and re-ordering.

You can add apps to your right sidebar by scrolling to the bottom of the sidebar and clicking on Edit apps.

Select the apps you want to appear in your sidebar by clicking the pin icon beside each app name. Pinned apps appear in the right sidebar whenever you open a conversation.

To reorder apps in the right sidebar, use the three dots that appear beside the app name and drag the app into the position you want.

Admins can enforce a conversation sidebar layout per role — controlling which sections appear, the order they appear in, and whether teammates can rearrange them. This is configured in the role editor and applies automatically to every teammate assigned that role.

Go to Settings > Teammates > Roles and open the role you want to configure. In the Inbox permissions section (click the heading to expand it), turn on the Has an assigned sidebar layout toggle, then click Set layout to open the layout drawer.

The layout drawer shows a sortable list of all available sidebar sections. Use the pin/unpin toggle on each section to include or exclude it, and drag rows to set the order. Use the Enable all / Disable all toggle at the top to include or exclude all sections at once.

By default, teammates with an enforced layout can't rearrange sections. To let them drag sections within the enforced set, turn on the Can reorder sidebar apps toggle in the Inbox permissions section of the role.

Clicking Apply changes shows a confirmation dialog summarizing all pending changes — including layout updates — before they're applied. Changes take effect immediately for all teammates with that role.

Teammates with an enforced layout see the admin-defined view when they open a conversation. If Can reorder sidebar apps is on, they can drag sections within the enforced set. If it's off, pinning and unpinning are disabled — this is expected behavior, not a bug.

You and your teammate likely have different roles, and one of those roles has the Inbox sidebar layout enforced by an admin. Ask your admin to check which role each of you has in Settings > Teammates.

If your role has an enforced Inbox sidebar layout and Can reorder sidebar apps is off, pinning and unpinning are disabled by design. Contact your admin if you need more flexibility.

If an Inbox sidebar section is removed at the workspace level, it silently drops from all saved role layouts with no warning. Ask your admin to check workspace-level section availability and re-add the section if needed.

You can pin commonly used functions — such as Macros, Tours, Workflows, and Emojis — directly to the Inbox composer bar. To pin a function, click the three dots menu in the composer and use the pin icon beside the function's name. Pinned functions appear as icons directly in the composer, so you can access them without opening the menu.

The Inbox supports light and dark theme, as well as an option to match your system theme. You can toggle between these by using ⌘/Ctrl + K , typing 'Theme', and then selecting the theme you want.

Intercom Inbox is available in five different languages:

You can toggle between different languages by using ⌘/Ctrl + K and type 'Switch' then arrow down and hit Enter to choose a language.

Or, click on your Profile in the bottom left corner of the screen and then select Language and choose your preferred language.

Intercom Inbox supports two layout types — Chat layout and Table layout. Toggle between them using the shortcut key L on your keyboard, or from the toggle at the bottom of your conversations list.

You can hide or show the Inbox menu using the Hide/Show menu button, or by pressing ⌘/Ctrl + K and searching for "Hide menu".