Inbox & Conversations

Every incoming and outgoing text message flows through your inbox. When a customer texts your number, a conversation thread is created for them. If they text again later, their new message is added to the same thread - you always have the full history in one place.

The thread list shows you the customer's phone number or name, their last message, when it was sent, which folder it belongs to, and a small indicator if there are unread messages. The inbox refreshes automatically every 30 seconds, so you don't need to reload the page to see new activity.

Your inbox is organized into three folders to help you focus on what needs attention.

• All - Shows every conversation, regardless of status. Use this when you want a complete view of all customer activity.
• Needs Reply - Conversations that are waiting for a response from you or your team. Urgent ones appear at the top with a red badge so you can spot them immediately.
• AI Replied- Conversations where the AI handled the customer's question automatically. It's a good habit to scan these periodically to make sure the AI gave accurate, helpful answers.

Click any conversation in the list to open the full message history. You'll see every message in order, from oldest to newest.

Each message is labeled so you always know who sent it: the customer's phone number or name, "AI" for automated replies, or a team member's name for replies sent by your staff. The timestamp next to each message shows exactly when it was sent.

To reply, type your message in the input field at the bottom of the conversation and send it. The customer receives your reply as a regular text message - it looks just like any other text to them.

Inside the dashboard, your reply is labeled with your name so your team can see who responded. This keeps everyone on the same page, especially when multiple people are managing the inbox.

The AI assigns a label to each conversation based on what it did (or didn't do). Here's what each label means in plain terms:

• Auto-replied - The AI was confident it knew the answer and sent a reply directly from your knowledge base. No action needed unless you want to review the response.
• Workflow- The customer's message triggered an automation you set up, such as sending a booking link or a follow-up sequence.
• Urgent - The AI detected something that needs your immediate attention, like a safety concern or a complaint. These appear at the top of the Needs Reply folder with a red badge.
• Needs reply- The AI wasn't confident enough to respond on its own and left the conversation for you to handle. The confidence threshold is set to 75% by default and can be adjusted in your settings.

While your phone number is pending verification, you can see all incoming messages and preview the replies the AI would send. However, no outgoing messages - from you or the AI - will actually be delivered to customers until your number is fully verified.

This is normal and keeps you from accidentally sending messages before your number is ready. Once verification is complete, replies will start going out as expected.