💬 1. Unified Inbox Overview
The Inbox platform is the central hub for all client communications, consolidating messages from SMS, Email, and Chat into one powerful interface. It is split into two primary views to manage workflow efficiently: My Inbox for personal responsibilities and Team Inbox for collaborative queue management.
Key takeaway:
All conversations flow through the unified inbox, ensuring no client message is missed, regardless of channel.
👤 2. My Inbox: Individual Conversations
Your "My Inbox" view (accessible under the main Conversations tab) is dedicated to messages currently assigned specifically to you, ensuring you can focus on your direct client responsibilities.
Key Individual Actions
- Mark Status: Click the blue circle next to a contact's name to toggle between read and unread status.
- Filter: Use the filters (e.g., All, Unread, Sent, Received) and channel icons (SMS, Email) to quickly sort messages within your assigned list.
To Text a Client from Your Inbox
- Click Conversations on the left sidebar.
- Find and click on the client's name in your assigned list.
- Type your message in the chat box at the bottom.
- Click the Send button or press Enter.
👥 3. Team Inbox: Collaborative Conversations
The Team Inbox (under the Conversations tab) provides a unified view of all client communications (SMS, Email, Chat, etc.) for the entire team, making collaboration seamless.
Managing the Team Conversation Flow
- Team Inbox Access: This view shows all inbound, outbound, and unassigned conversations, allowing any team member to pick up a thread.
- Assign/Re-route: Use the Assign dropdown in the top toolbar of an open conversation to re-route it to a specific team member. The conversation will then move to that user's My Inbox.
- Channel Filters: Use channel icons (SMS, Email) to quickly filter the massive team view by communication type.
Best Practices for Team Inbox
- Keep it Organized: Always assign conversations to ensure accountability and faster response times.
- Unassigned Queue: Regularly monitor the unassigned queue to prevent client messages from falling through the cracks.
📝 4. Replying to Conversations (Coming Soon)
This section will soon detail how to efficiently reply to clients, focusing on speed and consistency. This includes using quick responses and ensuring brand voice is maintained.
Anticipated topics will cover:
- Quick Reply shortcuts for common questions.
- Inserting dynamic client fields (e.g., first name, appointment time).
⚙️ 5. Advanced Features (Coming Soon)
This section will cover powerful tools designed to manage large volumes of conversations, improve team coordination, and integrate with the Knowledge Base.
Expected Features Include:
- Search functionality.
- Starring important conversations.
- Recents for quickly accessing last viewed conversations.
- Filtering by All conversations.
- Filtering by Unread conversations.
Created/Updated Date 11/05/25 User Gemini