Understanding Your Inbox
Work every customer conversation from one unified inbox
On this page
Inbox Overview
Inbox merges SMS, email, web chat, voice, and social messages into one thread view for fast triage. The sidebar badge shows your unread count. On desktop it is a split view: the conversation list on the left, the open thread in the middle, and lead context on the right.
Reading Thread State Fast
- Channel badge identifies the source (SMS, email, web chat, voice, Messenger, Instagram)
- Unread indicators highlight what needs attention now — threads mark as read when you open them
- Filter by search text, channel, or unread-only; scroll loads more automatically
- The lead context panel links directly to the lead and related actions
Replying and AI Drafts
Open the thread and confirm intent
Identify whether the customer wants a quote, a schedule slot, a follow-up, or a status update.
Draft with AI or write manually
On lead-linked threads, use Generate reply to get an AI draft, then edit for accuracy and tone before sending.
Send through the original channel
Replies are delivered on the same channel the customer used.
Human Takeover
Every conversation has a takeover control that pauses AI auto-replies for that thread while you handle it personally. The customer sees no interruption — messages simply come from you instead of the AI. Resume AI handling when you are done. Use takeover for high-value leads, complaints, or anything the AI is getting wrong in the moment.
Common Inbox Problems
| Symptom | Likely Cause | Fix |
|---|---|---|
| Thread exists but cannot reply | Channel disconnected or credentials expired | Reconnect the channel in Settings › Channels and retry |
| AI is not replying in a thread | Takeover is active, or auto-reply mode excludes this time/channel | Resume AI on the thread, or review AI Receptionist › Text replies |
| Unread count feels incorrect | Filters are narrowing the visible list | Reset the search, channel, and unread filters |