Work your Inbox

The Inbox holds every conversation a customer has with your business, whatever way they reached you: email, texts, missed calls, voicemail and calls the AI receptionist took. Open it from the side menu.

Tabs: pick a channel

Across the top are the tabs All, Email, Texts, Calls (missed calls), Voicemail and Receptionist. A tab only narrows the list; the views on the left still apply.

On the Receptionist tab you can also filter calls by what happened on them.

Views: what needs you

The views on the left sort conversations by what to do next:

• Needs reply: open, and the customer is waiting on you. Start here.
• Mine: assigned to you.
• Unassigned: open, and nobody has taken it.
• Waiting on them: you wrote last. It comes back when they answer.
• Snoozed: hidden until the time you picked, or until they reply.
• Done: dealt with. A new message from them brings it back.
• History: everything, in every state.

If you're the only person in your organization, Mine and Unassigned are hidden, because there's nobody else to assign to.

Below the views you'll find Drafts and Sent, then your mailboxes and voicemail boxes.

Done and Undo

When you've dealt with a conversation, click Done (or press e). It leaves your list. A message appears with Undo for a few seconds if you clicked by mistake. To bring back something from Done, open it and click Reopen.

Some conversations are marked Done for you. For example, a call you called back, or a conversation you filed as a ticket. Those can't be reopened by hand, and the conversation says so.

Snooze

Click Snooze (or press s) and pick Later today, Tomorrow morning, Next week or a date. The conversation hides until then. If the customer writes back first, it comes back early.

Assign and share

• Assign to me takes a conversation so a colleague doesn't answer it too.
• Click the assignee (or press a) to hand it to someone else.
• Move to shared inbox…, under More, shares a conversation with a team.

Tick several conversations to Done, Snooze or Assign them together.

Turn a conversation into work

Under More you can:

• make a ticket or deal from the conversation (the menu names your ticket types, such as Make ticket / deal…);
• create a New task from this conversation, or Add to existing task….

The conversation is linked, not copied. See Tickets, deals and tasks.

Find things

• Press / to search.
• Click Unread to show only conversations you haven't read.
• Group sorts the list by who it's assigned to.
• Save this view keeps the tab, view and filters you have now, under Saved views. Rename, move or delete one from its ⋯ menu.
• Press ? to see every keyboard shortcut.

Calls in the Inbox

Owners and admins choose how calls show up under Settings → CRM → Inbox & routing:

• Group repeat callers. Missed calls or voicemails from the same number show as one row, like "3 missed calls". Done, Snooze and Assign act on all of them.
• Needs wrap-up. Each person gets a list of calls they answered that have no call log or note yet, with the wrap-up form ready. Anyone can hide it from their own Inbox.
• Receptionist calls need review. Choose which AI receptionist calls wait for you and which are marked Done by themselves (for example, very short hang-ups). Calls that took a lead or filed a ticket are always marked Done, because the ticket is where the work lives. You can reopen any call marked Done for you.

Who can use the Inbox

People whose role can view the Inbox can open it. What each person sees depends on what's routed to them:

• texts follow each number's Text messages go to setting (see Where texts go);
• a mailbox can be open to everyone or to named people only (see Email in the Inbox).

Owners and admins can see everything.