Use the Inbox

What the Inbox shows

Inbox is the shared communication queue. Open it from the main sidebar to see calls, text conversations, and emails together. Use the All tab for the combined queue, or select Calls, Texts, or Emails to focus on one channel.

Select a row to open the conversation pane. The related contact can appear in the side rail when it is available to you. The controls in the conversation depend on its type, the contact’s details, and the phone or email connections available to your organization.

Narrow the queue

Use the search field to find a conversation by its visible details. The toolbar also offers quick filters that change with the channel you are viewing:

• The Status menu can include Unread, Unanswered, Needs reply, and Responded.
• The AI employee menu can show items that are being worked, handed to a human, or stopped.
• The Sentiment menu can narrow to positive or negative items when that filter applies.
• Missed calls, Starred, Opportunities, Hide automated & AI, Opted out, and Archived are available as standalone filters when they apply. Starred shows the text conversations someone on your team starred. Opportunities shows replies to conversations an AI employee, workflow, or campaign started, from contacts who have no deal and no upcoming appointment yet.

Select the filter control in the toolbar to narrow the queue by an available channel or campaign. Some team-wide phone and email choices are available only to people whose organization has granted that access.

Conversations the Inbox hides by default

Text conversations with someone who has opted out are left out of the Inbox, its unread counts and its filters by default. A conversation is hidden when the person’s latest reply asked you to stop (for example, they texted STOP), when their number is on your organization’s suppression list, or when every contact on the number is marked Do Not Contact. It comes back as soon as the person writes again.

Choose Opted out to see only those conversations. The Negative sentiment filter includes them too.

Triage and reply

1. Open Inbox and handle the most urgent missed-call or unresponded items.
2. Select a conversation and read the thread before replying.
3. Use the channel and composer offered in the conversation after checking the recipient and content.
4. Return to the list and continue with the next item.

Calls, texts, and emails do not all have the same reply controls. If the Inbox does not offer a composer or action for an item, do not work around that state by using an unapproved channel.

Mark or dismiss items

Use Mark all read when you want to clear the current Inbox scope’s read state, including matching items that have not yet loaded in the list. To change selected items instead, select rows and use the toolbar to mark them read or unread. Marking an item read changes its queue state; it does not delete the underlying conversation.

Organization administrators can also select one item and use Dismiss item to permanently hide it from Inbox. Confirm the item carefully: dismissal cannot be undone.