Inbox Overview

Last updated May 2, 2026

Inbox Overview

The inbox is your unified communications hub. All customer SMS threads, inbound and outbound calls, voicemails, and form submissions from your landing page are visible in one place.

Requirements

  • Conversations must be enabled on your plan to access SMS threads, calls, and voicemails.
  • Form submissions are available on all plans.

Tabs

The inbox is organized into four tabs, each with a badge showing unread or new items:

Messages

SMS threads with your customers. Each thread combines all text messages and calls with a single customer into one timeline.

  • Filter by assignment: All, Mine (assigned to you), or Unassigned.
  • Search by customer name or phone number.
  • Click a thread to see the full conversation history (messages and calls interleaved).

Calls

A log of all inbound and outbound calls through your dedicated phone number.

  • Filter by direction: Inbound or Outbound.
  • Filter by outcome: Answered, Missed, Voicemail, Failed, or Forwarded.
  • Search by customer name or number.

Voicemails

Voicemail recordings left by callers. Each entry shows the caller, duration, and whether you've listened to it.

  • Click a voicemail to play the recording.
  • New voicemails are marked with a badge until you listen to them.

Form Submissions

Leads submitted through your public landing page contact form or customer portal.

  • Filter by status: All, New, Contacted, or Closed.
  • Click a submission to see the full details and update its status (same workflow as Contacts & Leads).

Sending messages

From any thread in the Messages tab, type your reply and click Send. Messages are sent via SMS to the customer's phone number.

  • Maximum message length is 1,600 characters.
  • If your account has a dedicated phone number, messages are sent from that number. Otherwise, they are sent from a shared platform number with your business name prepended.
  • Replying to an unassigned thread automatically assigns it to you.

Assigning threads

Assignments help your team know who is handling each conversation.

  1. Open a thread from the Messages tab.
  2. Click the Assign button.
  3. Select a team member from the list, or clear the assignment.

Only users with the inbox.assign permission can assign threads, and your plan must include inbox assignments alongside the core conversations feature.

Call recordings

If call recording is available, you can listen to recordings from the Calls tab or from within a thread timeline. You need the calls.listen permission to access recordings.

Tips

  • Check the inbox daily — the badge counts on each tab help you prioritize what needs attention.
  • Use the assignment filter to quickly find threads that nobody is handling yet.
  • Form submissions don't require the Conversations plan feature, so you'll see landing page leads here even on basic plans.

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