Working Your Inbox

Working Your Inbox

Messaging

Your inbox is organized around the numbers you have access to. This article covers reading, claiming, and filtering conversations. For sending, see Sending Texts, Photos, and Canned Replies.

The numbers panel

The left column of the inbox lists every number you have access to, with an unread count badge on any number that has new messages. Select All my numbers to see every conversation across every number at once, or select a single number to narrow the view.


Filtering the thread list

Above the thread list, four filters narrow what you see:
  1. All : every conversation on the selected number(s).
  2. Unassigned : conversations no one on your team has claimed yet.
  3. Mine : conversations you have personally claimed.
  4. Unread : conversations with a new message since anyone last opened them.
Use the search box above the filters to find a conversation by name, number, or message text.

Claiming and releasing a conversation

Open a thread and select Claim in the top-right corner to mark yourself as working that conversation. Other agents can still see and reply to a claimed thread; claiming is a visibility signal for your team, not a lock. Select Release to put the conversation back to Unassigned.

   

Blocking a number

If a conversation needs to stop, select Block in the thread header. This is the same block list your keyword automations use; see Opt-Outs and STOP Requests for what happens automatically before anyone has to block a number by hand.