When you have multiple chatters working on the same creator during the same shift, Split Inbox divides the fan conversations between them so no two chatters are working on the same fan at the same time. This prevents duplicate responses and ensures every fan gets a consistent experience.
When split inbox is enabled for a shift:
Fan conversations are divided into separate inboxes — one per chatter.
Each chatter only sees and handles the fans assigned to their inbox.
The AI continues to work alongside each chatter within their assigned inbox.
Go to Schedule & Shifts in the Substy sidebar.
Create or edit a shift.
Assign multiple chatters to the same shift.
Enable the Split Inbox toggle.
Save the shift.
They navigate to the Messages page.
A prompt or selector appears allowing them to choose their inbox (e.g., Inbox 1, Inbox 2).
Once selected, the chatter only sees fans assigned to that inbox.
The Human Only filter only shows conversations from your assigned inbox.
If you disable AI on a conversation, it appears in your Human Only view.
Conversations handled by AI in your inbox do not appear in the Human Only filter.
Assign clear inbox numbers before the shift starts.
Keep shift sizes manageable — splitting between 2-3 chatters works well.
Use Human Only when in hybrid mode to find conversations that need a personal touch.
Review shift reports — check Employee Statistics to compare performance across inboxes.
Split Inbox and Filters
Navigating the Messages Interface
Schedule Overview
Managing Your Team: Roles, Permissions, and Invitations
Understanding Hybrid Mode and Stop Conditions
