Inbox

The Inbox is where all inbound messages from contacts arrive — emails, SMS, and calls — in one place.

What Is the Inbox?

The Inbox organises conversations with contacts across channels:

• Email — replies to your emails, or new inbound emails
• SMS — text messages via Twilio
• Calls — inbound calls, with recordings and transcripts via Recall.ai

Each conversation is linked to a contact record automatically.

Inbox Views

Handling a Conversation

Replying to a Message

1. Open a conversation
2. Type your reply in the message box
3. Click Send (or press Ctrl+Enter)

Use the toolbar to format text, add attachments, or insert a canned response.

Assigning a Conversation

1. Open the conversation
2. Click the Assign button (top right)
3. Select a team member

Or use Auto-routing — set rules in Settings → Inbox → Routing to automatically assign conversations based on channel, keywords, or contact properties.

Resolving a Conversation

Click Resolve when the conversation is complete. It moves to the Resolved view and the contact's activity timeline is updated.

To reopen: find the conversation in Resolved → click Reopen.

Snoozing a Conversation

Click the Snooze button and choose a time (e.g., "Tomorrow morning"). The conversation disappears from your view and reappears at the chosen time.

Canned Responses

Save common replies as canned responses for one-click insertion.

1. Go to Settings → Inbox → Canned Responses
2. Click + New Canned Response
3. Add a title and the response text
4. Use {{contact.firstName}} and other variables for personalisation

In a conversation: type / to search and insert a canned response.

Macros

Macros apply multiple actions to a conversation in one click (e.g., reply + assign + resolve).

1. Go to Settings → Inbox → Macros
2. Click + New Macro
3. Add actions: Send Message, Assign to, Add Label, Resolve, Snooze
4. Save

In a conversation: click Run Macro → select the macro.

AI Reply Suggestions

The inbox surfaces AI-generated reply suggestions based on the conversation history and your canned responses.

1. Click AI Suggest (sparkle icon) in the reply box
2. Review the suggested reply
3. Edit if needed, then send

AI suggestions use your workspace's configured AI provider (Settings → AI Platform).

Calls

Inbound calls (via Twilio) appear as conversations in the Inbox.

• Active call: accept or decline from the Inbox notification
• After the call: a call log entry is added to the conversation and the contact's timeline
• Recording: if enabled, a recording link appears in the conversation (Recall.ai integration)
• Transcript: automatically generated and searchable after the call ends

SLA Tracking

Workspace admins can set SLA policies:

• First response time (e.g., reply within 2 hours)
• Resolution time (e.g., resolve within 24 hours)

Conversations approaching or breaching SLA are highlighted in red in the inbox list.

CSAT (Customer Satisfaction)

After a conversation is resolved, an automatic CSAT survey can be sent.

Configure in Settings → Inbox → CSAT:

• Enable/disable per inbox
• Customise the survey question
• Set a delay before sending (e.g., 1 hour after resolve)

View CSAT scores in Reports → Inbox.