Conversation inbox

The inbox is where your team keeps track of who reached out and what still needs a reply. Every call, voicemail and text on a number lands in one place, grouped by the person on the other end.

One inbox per number

Each number has its own inbox. They’re listed in the sidebar by name, such as Office or Crew, with a count of unread conversations. You only see the numbers you have access to. Admins see every number.

Inside a number’s inbox, each outside phone number has one conversation. Open it and you’ll see everything in order: calls with their recordings and summaries, voicemails, and texts in both directions.

If the same customer calls your Office number and texts your Crew number, those are two conversations, one in each inbox. Their contact pulls the whole history together across the numbers you can see.

The inbox updates as calls and texts come in, so you don’t need to refresh.

Threads and Calls

Each inbox has two views:

• Threads lists conversations, newest first. Filter by Open, Unread or Done. Open shows everything that isn’t done, including unread conversations.
• Calls lists the number’s calls with who handled each one and how long it lasted. Filter by Missed, Voicemail, Unresponded or direction. Unresponded shows missed calls and voicemails that nobody has called back successfully or texted since.

Choose New text or the phone icon at the top of the list to start a text or a call. See Texting and Browser calling.

Conversation status

Every conversation has one status, and it’s shared by the whole team. When someone marks a conversation done, it’s done for everyone.

Status	What it means	How it gets there
Unread	Something new came in that nobody has opened yet.	A new incoming call, voicemail or text. Or someone chooses Mark unread.
Open	Someone has seen it, but it isn’t finished.	Someone opens an unread conversation, chooses Reopen, or replies to a done one.
Done	Handled. Nothing more to do right now.	Someone chooses Mark done.

A few rules keep the status honest:

• New incoming activity brings it back. A new call, voicemail or text from the customer makes the conversation Unread, even if it was Done.
• Replying reopens it. If you call or text from a Done conversation, it goes back to Open.
• You can see who did it. When someone marks a conversation done or unread, the conversation header says so, for example “Marked done by Sam.” No more “did anyone call them back?”
• Opening it counts as reading it. When anyone opens an unread conversation from the Threads list in the web app, it becomes Open for the whole team. Opening a call from the Calls view, or following a link to one message, doesn’t change it.

AI tools and the API never change status

When you or your AI assistant read a conversation through an AI tool or the API, its status stays exactly as it was. Asking Claude “who called today?” won’t mark anything read or done. Only people working in the app change status.

A simple daily routine

1. Filter to Unread and work from the top.
2. Open a conversation, read the summary, and check the transcript if anything is unclear.
3. Call or text back.
4. Choose Mark done when there’s nothing left to do. If you’re waiting on the customer, leave it Open.

On a team, the shared, attributed status means nobody calls the same customer twice and nothing slips through because everyone assumed someone else had it.

Unknown callers

Calls and texts from numbers that aren’t saved as contacts still get their own conversation, shown by phone number. If someone gave their name on a call, you may see Maybe: and the name. Accept it or save the caller as a contact, and the history moves with them. A caller who hides their number shows as Unknown caller. See Contacts.

Related

• Texting covers sending and receiving texts from the inbox.
• Recordings and transcripts covers what you see for each call.