Inbox and Inquiries
Work through every message and phone inquiry from your customers in one list, so nothing is missed.
Where to find it
Calls › Inbox (Easy mode: Essentials › Inquiries)
Open this screen
Steps
- Open “Inbox” under Calls (in Easy mode, “Inquiries” under Essentials).
- In Full mode, choose a view: “Open”, “Pending”, “Resolved” or “All”. Narrow it with “Every channel”, “Only mine” and the search box “Search name, number or message”.
- Pick a conversation on the left; the thread opens on the right with the customer's messages and your replies.
- Reply in the box at the bottom (see “Reply to a message”).
- Press “Resolve” when it is done; “Reopen” brings it back.
- In Easy mode, “Phone inquiries” lists what callers asked on your line and “Messages” lists your customers’ messages; “Mark as handled” closes a thread there.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| In this view / Waiting on us / Past first-response target / Unassigned | Counts for the conversations in the current view. | — |
| Open / Pending / Resolved / All | Which conversations the list shows. | Open |
| Every channel | Show one channel only. A channel that cannot send is marked “(not sending)”. | Every channel |
| Only mine | Show only conversations assigned to you. | Off |
| Search name, number or message | Find a conversation by name, phone number or words in it. | — |
| Video | Creates a video-call link for this conversation and tries to send it; if it cannot be sent, the link is shown for you to share. | — |
| Translate | Shown under a customer's message: adds an English translation below it when one can be made. | — |
| Phone inquiries / Messages (Easy mode) | The two tabs of Inquiries: what callers asked on calls, and your customers’ messages. | Phone inquiries |
| Open / Handled (Easy mode Messages) | Show open threads or handled ones. | Open |
Troubleshooting
A banner says “Replies on this channel are saved to the thread but not delivered —”.
That channel cannot send right now; the reason follows the dash. Your reply is kept in the thread. Text messages (SMS) stay off until an operator turns sending on.
After sending I see “Saved, not sent — …”.
The reply was stored but not delivered; the reason is shown after the dash. Fix that reason (for example, the channel is not set up) and send again.
I see “Accepted by Twilio. Delivery to the phone is not confirmed yet.”
The carrier took the message. Delivery to the customer's phone is not confirmed by this screen.
The list says “Nothing here.”
No conversation matches the view, channel, Only mine and search you chose. Choose “All” and clear the search.
Tips
- A new message or a missed call reopens a handled thread, so it comes back to the top.
- Opening a thread marks it read; the “{n} unread” pill disappears.
Good to know
- Text messages (SMS) stay off until an operator turns sending on.
- The Full inbox translates customer messages into English only.
Related how-tos
- Reply to a message Answer a customer's message from the inbox, with a saved reply, an article or an attachment if you need one.
- See what callers asked (Phone inquiries) Read, call by call, who phoned and what they asked on your line, and open the whole conversation.
- Read the whole conversation of a call See everything the caller and your AI agent said on a call, in order, with times, so you have the full context before you act.
- Correct what the AI agent said on a call Fix an answer your AI agent gave on a call and, if you want, save the corrected answer to the agent's knowledge base so it answers right next time.
- Call someone back (Call again) Call a caller back from the call itself: your own phone connected through your organisation's line, or your line's AI agent calling them.
- Call history Every call on your workspace with who, when, how long, the result and the summary, and each call opened to read what was said.
- Message templates Keep SMS and chat templates for your type of business: start from a sample, build your own library, or draft with AI.