---
title: "Add and Remove Agents From an Inbox"
slug: "add-and-remove-agents-from-an-inbox-1"
description: "Managing which Inboxes your Agents are assigned to is an important part of keeping your contact center running smoothly."
updated: 2025-01-25T06:34:35Z
published: 2025-01-30T20:01:56Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Add and Remove Agents From an Inbox

| **REQUIRED USER ROLE** Administrator and Team Manager | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

Managing the Inboxes to which your Agents are assigned is crucial for keeping your contact center running smoothly. This ensures that Agents with the appropriate skill sets are assigned to the correct Inbox. From time to time, you may need to reassign Agents to another Inbox to decrease wait times or the number of requests in other Inboxes, or you may need to remove Agents from an Inbox.

## Add or remove Agents from an Inbox

There are two ways to add or remove Agents from an Inbox:

- [Inbox settings](https://help.gladly.com/docs/add-and-remove-users-from-an-inbox/#inbox-settings)
- [User settings](https://help.gladly.com/docs/add-and-remove-users-from-an-inbox/#user-settings-administrator-only) (Administrator only)

### **Inbox Settings**

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Settings**.
3. Under the **Orchestration**category, click **Inboxes**. The Inboxes page will show you a list of Inboxes you currently have.
4. Hover over the Inbox you want to add/remove Agents then click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/pencil-edit-icon.svg).
5. Scroll down to the **Agents** section that shows the names of Agents assigned to the Inbox.
6. Use the search feature to find Agenta by name or email address. Agents appear below the search bar as they're added.
  - To remove an Agent from an Inbox, click **X**. ![List of agents with options to assign them to an inbox.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/add-agents-to-inbox.png)
7. Click **Save**.

### **User Settings (Administrator only)**

See [Edit User Details](https://help.gladly.com/docs/edit-user-details#edit-a-user-role-and-details) for more information on how to edit Inbox assignments from the Users page.

1. Click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(2).svg) on the top left corner of the screen.
2. Click **Settings**.
3. Under the **People**category, click **Users**. The Users page will show you a list of all Gladly users. For ease, you can also preview the roles assigned to users, the Teams they belong to, the number of Inboxes they belong to, and their account status.
  - Use the search feature to find users by name, email, or role quickly.
  - Click the header name to sort the **Name**, **Email**, **Roles**, **Teams**, **Inboxes**, and **Status** columns.
4. Hover over the user you want to edit, click![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/kebab-icon-vertical.svg)to the right of the user, then click **Edit User**.
5. Scroll down to the **Inboxes**section.
  - **Inboxes –**Assign/unassign Inbox(es) to the user. Use the search feature to search all of your available Inboxes.
    - Every Inbox the user is assigned to appears below the search bar. To unassign an Inbox, click **X**. ![Search bar for inboxes with highlighted option for returns and exchanges.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/assigned-inboxes-to_user.png)
6. Click **Save**.

#### Unassign/assign Inboxes in bulk

Use the CSV Export feature to [assign/unassign Inboxes in bulk](https://help.gladly.com/docs/bulk-user-upload/). Delete the Inboxes listed in the **Inboxes** column to unassign Inboxes the user is assigned to.