Folders is one of the great ways to organize your inbox in xSellco, and give your customer support process more structure. By creating rules to assign folders to certain agents, or automatically send messages into folders, you can keep your team working with maximum efficiency!

Folders Breakdown


Getting to Folders

While logged into your account, select the ‘Messages’ tab at the top of the screen, and click ‘Folders’ in the left side Menu as shown below.

Directions: Messages>Folders

You will already have some folders in your account by default, which have been grouped under the name ‘Labels’.


Creating Folders

To add a new folder, click the ‘New Folder’ button in the top right corner.

Then you will be presented with the following fields:
Folder Name - This will be the name the folder will have.
Folder Group - What folder group you would like this folder to nest under
Colour - A colour to distinguish this folder from the rest
Icon - An icon to distinguish this folder from the rest

Finally we can choose the color and icon you would like to represent your folder and hit ‘Save’.


Creating a Folder Group

Next to add a new folder group, click the drop down arrow beside the ‘New Folder’ button, and select ‘New Folder Group’.

The only field required for a folder group is a name for your folder group and hit ‘Save’.
No tickets can be added to a folder group. This is only used for you to nest folders under.


Editing Folders

To edit folders,  simply hover over and select the edit button and you can change the folder group here.

Deleting folders or folder groups can also be done by hovering over the folder. Please note that when you delete a folder it will not delete and messages in this folder.


Using Folders

Now our folders are created  we will need to ensure tickets will be directed to them. There are 3 ways we can do this

Manually inside of a ticket
This can be done when you are inside of a ticket. Over in the left hand column where the customer and order details are and select the dropdown menu of the folder group in the bottom right hand corner and choosing which folder you would like to attach.

The final two ways are:

In bulk with an action which you can learn more about here.

Automate with a rule. More details can be found here.

Got any questions? Our dedicated support will be happy to help! Contact us at