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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.

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🧭 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.

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💬 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.

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⚡ Work faster

  • Waiting timer. An unread lead shows waiting 12 min. It turns red after 5 minutes, so the hottest leads get answered first.
  • Templates. Pick a team template in the text box. The lead’s name fills in for you.
  • Send later. Click the clock next to Send, then pick In 1 hour, Tomorrow 9:00 AM or any time. Texts only go out between 8am and 9pm in the lead’s time zone; if you pick a time outside that, AI Sync offers their next allowed time. Scheduled texts show above the box with a cancel button.
  • Pictures (rolling out). Click the picture button to attach up to 5 photos. Picture texts (MMS) cost more than regular texts and show in your usage costs. Pictures leads send you show in the conversation too.
  • Emoji. Click the smiley to insert one where your cursor is.
  • Team notes. Choose Note next to Text and Email to leave a note in the conversation. Only your team sees it.
  • Star. Click the star to keep a conversation on your Starred list. Stars are yours; teammates have their own.
  • Mark as unread. Puts a conversation back on Unread for the team.
  • Select several. Tick conversations in the list to mark them read or unread, star them or assign them in one go.
  • Owner. Assign the contact to a teammate from the contact panel.
  • Suggest a reply. With an AI text agent set to Suggest or Autopilot, the ✨ button drafts the next text from the whole history.

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📞 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.

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📱 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.

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🙋 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.

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🧯 If something is off

The number they replied to isn’t sending replies to AI Sync. Run the two-minute test.
There’s no A2P-linked number to text from. See What counts as a texting line.
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.