Inbox

Texts, emails and calls with recordings and transcripts, one row per contact, without leaving the dialer.

The Inbox tab in the dialer is where reps read and answer replies. There’s one row per contact, never one row per message, so the list stays short no matter how much you text.

┌ Inbox ─────────────┬ Conversation ─────────────────┬ Contact ─────────┐
│ 🔍 Search          │  Jordan Lee          [Call]   │  Phone           │
│ All  Unread  Mine  │            Today              │  Email           │
│ ● Maria Gomez 5:46 │   Hi, you're booked! ▶        │  Tags            │
│   Sam Patel   Sun  │ ◀ Yes Thursday at 3 works     │  Open full       │
│   +1 928…     Sat  │  [Text | Email]  From: line   │  contact ↗       │
└────────────────────┴───────────────────────────────┴──────────────────┘

🧭 Find the conversation you need

• Search by name, phone number or email.
• All shows every conversation, newest first.
• Unread shows conversations where the lead’s reply is the latest message and nobody has opened it yet (last 30 days).
• Mine shows conversations you’ve texted or that were routed to you.
• A blue dot marks an unread conversation. The number on the Inbox tab counts them.
• Opening a conversation marks it read. Mark all read (the double tick) clears the whole list for everyone, so use it with care.

New replies appear live, with no refresh needed.

💬 Reply without leaving the dialer

Click a contact to open the whole conversation: texts, emails and calls together, grouped by day.

• Text sends from the lead’s texting line. The line is shown next to the box (“From your line …” or “From team line …”). See Texting lines for how it’s chosen.
• Email sends from your company email. It’s greyed out when the contact has no email address.
• Enter sends. Shift + Enter adds a new line.
• Call rings the lead from the dialer.
• Open full contact opens their complete record in a new tab.

Email replies don’t come into the Inbox yet. When a lead answers an email, the reply goes to the email address of the rep who sent it. For automations, that’s the rep who saved the disposition, else the account owner. Companies with their own email sender keep their own reply address. Emails you send are shown in the conversation.

📞 Calls, recordings and transcripts

Every call with the lead sits in the conversation at the time it happened:

• How it ended: Call completed, No answer, Voicemail, Busy, or AI agent call, with the length and the rep.
• Play the recording right there.
• Show transcript to read what was said. AI agent calls also show their summary.

You hear and read your own calls. The account owner, and anyone allowed to see all contacts, hears every call. Everyone else still sees that a call happened and how it ended.

The transcript appears a few seconds after the call ends, and the recording shortly after. Click the refresh arrow at the top of the list if a call you just finished isn’t there yet.

📱 On a phone or small screen

The list shows first. Tap a contact to open the conversation, and use the back arrow to return. The contact card is hidden on narrower screens; Open full contact is always a click away.

🙋 Who sees what

Each reply is routed to one rep. It shows under their Mine filter, and they get the notification. Everyone with Inbox access can see All. See Where replies go.

🧯 If something is off

A lead replied but it's not in the Inbox

The number they replied to isn’t sending replies to AI Sync. Run the two-minute test.

"No texting line set up"

There’s no A2P-linked number to text from. See What counts as a texting line.

The unread count doesn't match what I see

The count covers the last 30 days, and a conversation stops being unread when anyone opens it or you reply. Refresh with the circular arrow at the top of the list.

Working through replies with Claude, ChatGPT or Codex? See Texting & Inbox with your AI assistant.