Use the inbox: texts, notes, mentions and assignments

The Inbox has one conversation per person per business number. Calls, texts, voicemails, AI receptionist messages and your team's notes all appear in that thread in order, so anyone picking it up sees the full story.

Find a conversation

• Use Open and Done to switch between conversations that need attention and ones you have finished. A new call or text from the person reopens a done conversation.
• The Show list switches between All, Assigned to me and Mentions.
• Type in Search name or number to find someone.
• Pick a number under Numbers in the sidebar to see only that number's conversations.

Unread conversations are bold with a dot. Owners and admins see every conversation. Members see the ones on their own numbers, plus any assigned to them or where a teammate mentioned them.

Send a text

1. Open the conversation.
2. Make sure Text is selected above the box, then type your message.
3. Press Enter or select Send. Shift and Enter adds a new line.

Each text shows Sending, Sent, Delivered or Not delivered. Long messages are split by carriers into several texts, and once you pass 140 characters the box shows how many texts it will use. Pictures customers send you appear in the thread.

To text someone new, select New message, pick the number to send From, type their number and your message, and select Send.

Leave a note for your team

1. Select Note above the box. The box turns a different color so you never mix it up with a text.
2. Type your note. To mention someone, type @ and pick their name.
3. Select Add note.

Only your team sees notes. Customers never do. The person you mention gets a notification, a count next to Inbox in the sidebar, and the conversation in their Mentions view, even if it is not on their number. The author, an owner or an admin can select Remove note to delete it.

Assign a conversation

1. At the top of the conversation, open Assigned to.
2. Pick a teammate, or Nobody to clear it.

The teammate is notified and the conversation shows in their Assigned to me view. Assigning is how a customer on your number gets a reply from someone else: the assignee can text them from your number for as long as the conversation is assigned to them.

Mark it done

When nothing else is needed, select Mark done. It moves to Done. Select Reopen to bring it back.

Save the person as a contact

Select Add contact at the top of a conversation, type a name and select Save contact. Their name then shows everywhere instead of the number. The Contacts page is one shared contact book for the whole team, where you can add more numbers, an email, tags and notes with New contact or Edit.

Next: speed up replies with templates and scheduled texts.