Inbox.

The Inbox collects every conversation with your customers. It holds email from connected mailboxes, website form submissions, live chat from your website, and Facebook Messenger conversations from a connected Meta account. Each thread links to its contact and company, so the conversation also shows on those records.

Concepts

• Channel. Each thread shows where it came from: email, a website form, live chat, or Facebook Messenger. Each channel has its own view.
• Category. An agent sorts each new email into Important, Marketing, Spam, or Other, with a reason. Change the category from the badge menu. Your choice is kept, and the agent never overwrites it.
• Needs a reply. Important always needs a reply. Marketing and Spam never do. Marketing, Spam, and other no-action messages close automatically.
• Status and assignee. A thread is Open, Pending, or Closed, and has one assignee. A new inbound message makes the thread Open. A sent reply makes it Pending.
• Linking. A thread links to a contact by the sender email, and to a company by the sender domain or a parent domain. A unique match links automatically. More than one match goes to Needs review.

The Inbox table

The sidebar holds New chat, Team agents, Inbox, Reports, Sequences, Signatures, Routing, Connections, your chats, and activity.

The table shows one value per column: sender, subject, category, status, assignee, type, last message date, last activity, response time, company, contact, and message count. Use these views: All open, Unassigned, Assigned to me, Email, Spam, Filtered, Closed, and Archived. Each view shows a count. Category tabs filter by category. Filters for status, assignee, channel, response time, and last message date stack with the view.

Select rows to assign, unassign, mark open or closed, change the category, archive, or restore, up to 100 threads at a time.

Read and reply

Select a thread to open its sheet. The Email tab shows the full thread, then the reply composer.

1. The composer opens on Reply. Use More for Reply all, Forward, or Add note.
2. Check From, To, Cc, and Bcc.
3. Write your reply. The rich text editor has formatting, tables, and links. Templates inserts a saved template or snippet.
4. Attach files, up to 10 files and 50 MB in total.
5. Turn on open and click tracking if you want it.
6. Select Send. A seven-second countdown lets you undo. Send later schedules the reply.

The composer saves a draft automatically. To get help, write a brief and let the agent write a draft. You always send it yourself.

Other tabs: Overview shows the classification, the workflow controls, and the linked records. Context shows the linked contact, company, and open deals, and lets you edit their fields. Thread lists notes and replies. Activity shows the record timeline. An internal note can mention teammates. The sheet shows who else is viewing or replying.

Sequences

Inbox → Sequences holds timed email series. A sequence has one or more steps. Each step has a delay in days, a subject, and a body.

1. An owner or admin creates the sequence and adds steps.
2. A member enrols a contact from the contact record.
3. Steps send in order from the member’s connected mailbox. A member without a mailbox sends through the workspace Resend connection.

Pause stops future sends, and Resume starts them again. Archive stops every active enrolment and cannot be undone.

Signatures

Inbox → Signatures holds team and personal signatures. A team signature is shared. A signature can bind to one sender address and can be the default in its scope. The composer adds the matching signature and shows a preview under the message.

Routing

Inbox → Routing assigns new threads. Choose a mode: Off, Round-robin, or Record owner. Add rules to assign by sender domain or by company. A company rule wins over a domain rule.

Reports

Select Send report in the Inbox header. Choose Inbox activity, Pipeline summary, or Outstanding invoices. Review and edit every line, add recipients, and confirm. A report can carry a CSV or PDF attachment.

Send later schedules a report once, daily, weekly, or monthly, with an optional end date. A scheduled report rebuilds from current data at send time. Inbox → Reports lists sent reports with their status. A failed report offers Try again. Members see their own reports. Owners and admins see all reports.

Set up

1. Connect Google or Microsoft 365 in Settings → Connections with read and send access. Connect Resend to send reports with attachments. Without send access, the composer cannot reply.
2. Set up routing so new threads reach the right person.
3. Add a team signature and your personal signature.
4. Save your most used replies as templates.
5. Add the chat widget to your website for live chat. See Settings.

Typical workflows

• Triage each morning. Open Unassigned. Assign each Important thread. Archive what needs no action. Block a sender from the sheet header to send their future email to Spam.
• Resolve an unlinked thread. Open Needs review. Select Resolve link and choose the company or contact.
• Weekly summary to your manager. Select Send report, choose Inbox activity, and schedule it weekly.

Open it in your workspace

Open https://<your-portal>.example.com/<workspace>/inbox to see your inbox.