The Inbox is where every message from your contacts lands in one place: email, SMS, WhatsApp, Facebook and Instagram messages, live chat, calls and voicemails. This article walks through the layout, how to find the conversations you need, and how to reply.
The layout
Click Inbox in the left menu. The screen has four parts, from left to right:
Inbox panel: switch between My Inbox (conversations assigned to you), Team Inbox and Internal Chat. Click the collapse icon to tuck this panel away.
Chat list: the conversations in the inbox you picked. Tabs at the top let you jump to Unread, Recents, All and Mine. Starred conversations have their own Starred tab.
Message history: the full timeline with the contact across every channel, plus internal comments from your team. A New divider marks the first unread message and stays until you reply or mark the conversation as read.
Right panel: the contact's details. Tabs include Contact, Activities, Associations, Documents and Payments. You can edit name, phone, email, tags, owner and custom fields, and book appointments or create opportunities without leaving the Inbox. Collapse it with the tab on the right edge of the screen.
The unread counter on the tabs updates in real time, so you can stay on All and still see new messages arrive.
Find a conversation
Search: press Ctrl + K (Windows) or Cmd + K (Mac) to search everything.
Filters: click the filter icon (three horizontal lines) in the chat list. The filter builder opens on the right. Add one or more rules:
Assigned: who owns the conversation. Pick Logged In User to see your own.
Follower: team members added to a conversation for visibility.
Mention: conversations where someone was @mentioned.
Last Message Direction: Inbound (from the contact) or Outbound (from you or an automation).
Last Outbound Message Type: Manually sent or Automated.
Last Message Channel: SMS, Email, Calls, Voicemail, Live Chat, WhatsApp, Facebook, Instagram or Google Business. You can pick several.
Tag: contact tags.
Each rule uses Is or Is not. Inside a group, AND means every rule must match and OR means any rule can match. You can add a second group and choose AND or OR between the groups.
Filters apply instantly but are not saved when you leave the page. Save a combination you use often as a Saved View.
Sort: click the up/down arrows to sort by Latest All Messages, Oldest All Messages, Latest Manual Messages, Oldest Manual Messages, Longest SLA Overdue or Next SLA Target. The SLA options only matter if you have set response-time targets.
Reply to a message
Click the conversation in the chat list.
At the bottom, pick the channel from the channel selector (for example Email or SMS). The hub remembers your last choice.
Type your reply. Attach files with the attachment icon or paste from the clipboard. Press Ctrl + Shift + E (or Cmd + Shift + E) for a full-screen composer.
Click the send icon, or press Ctrl + Enter / Cmd + Enter.
To leave a private note for your team instead of messaging the contact, switch the composer to Internal Comment. Type @ and a name to mention a colleague.
Act on several conversations at once
Tick the checkbox beside each conversation, or use select all, and the bulk actions bar appears with Mark as Read, Mark as Unread, Add Star, Remove Star and Delete. Deleted conversations cannot be recovered. Archiving removes a conversation from Recents without deleting it, and Unarchive brings it back.
Tips
Press ? anywhere in the Inbox to see the full list of keyboard shortcuts.
Star conversations that need follow-up and work through the Starred tab each morning.
To send SMS to contacts in the United States you need A2P 10DLC registration, which in the hub requires an enterprise-level upgrade. Ask our support team through the chat widget in the hub and we will request it for you.
Still stuck? Open the chat widget in the hub and our support team will help.