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Creating Conversations (Email, SMS, Phone)

1. What channels can I start a new conversation from the Inbox?
You can create a new conversation using:
  • Email
  • SMS
  • Phone call
2. What’s the difference between Email vs SMS creation flow?
They follow the same structure (select sender → select recipient → write message → send), but:
  • Email uses an email account + subject
  • SMS uses a phone number + short message body
  • Phone calls use the dialpad
3. What are “Reply options” in a new conversation?
When starting an email or SMS, you can choose how you want to proceed:
  • Simple reply (just send the message)
  • Create ticket (track it as a ticket)
  • Send reminder (schedule follow-up)
4. Can I switch between numbers for phone calls?
Yes. If you have multiple phone numbers, you can switch and choose the best one before calling.

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Adding Tickets, Notes, and Reminders from Inbox

5. Can I create a ticket directly from a conversation?
Yes. Open a conversation and click Add Ticket. The ticket is automatically linked to that conversation. 6. What’s the best use case for Notes vs Reminders?
  • Notes: internal context for your team (private)
  • Reminders: follow-ups tied to a date/time (actionable)
7. Can I add tickets/notes/reminders when starting a new conversation?
Yes. As soon as you start a new conversation, you can attach a ticket, note, or reminder right away.

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Managing Conversations (Search, Filter, Assign, Favorites, Bulk Actions)

8. What can I search conversations by?
You can search conversations using:
  • Name
  • Email address
  • Phone number
9. What conversation filters are available?
You can filter by:
  • Type (Email/SMS/Phone/Live Chat)
  • Status
  • Assignee
  • Channel
  • Favorite
  • Date range
  • Unread status
10. What is Bulk Select used for?
Bulk Select lets you select multiple conversations at once for bulk actions (for example: delete, assign, manage). 11. What does “Take over” mean?
“Take over” lets a human agent take control of a conversation currently being handled by another agent/flow, so you can reply directly. 12. What happens when I favorite a conversation?
Favoriting marks the conversation as important and allows you to filter for favorites later for quick access.

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Viewing Conversation Details (Tickets, Notes, Reminders, Inquiries, Threads, Activities, Tags)

13. What is the Details panel used for?
The Details panel shows everything related to the conversation in one place, including:
  • Tickets
  • Notes
  • Reminders
  • Inquiries
  • Threads
  • Activities
  • Tags
14. How are phone conversations grouped?
Phone conversations are grouped by the same To + From phone numbers, and can include:
  • Calls
  • SMS
  • Voicemails
  • Tickets/notes/reminders linked to that thread
15. What’s special about phone call threads?
Each call can include:
  • Recording
  • Transcript
  • AI-generated summary
    These appear as sub-threads inside the phone conversation.
16. Can I filter inside each details section?
Yes. Each section supports filtering like:
  • Current conversation vs all conversations
  • Status/priority (tickets)
  • Date range + channel type (threads)

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Inbox Settings (Email, Phone, Live Chat)

17. How do I connect email accounts?
Go to Settings → Emails, choose Gmail, and complete Google authentication. Connected accounts show up in the list. 18. What are Email Assignees and why do they matter?
Email assignees control which team members can manage conversations coming into a specific email address. 19. How do phone settings work?
In Settings → Phone, you can:
  • Label numbers
  • Set primary receiving user
  • Set who can make calls
  • Set default assignees
  • Delete numbers
  • Buy new numbers
20. Why do I need A2P 10DLC?
A2P 10DLC verification is required to activate reliable and compliant SMS/calling features. 21. How do I enable Live Chat on my website?
Go to Settings → Inbox, copy the widget code, and paste it into your website header/footer. 22. Who should be assigned to Live Chat?
Recommended: assign an AI agent as default for instant responses, then allow human takeover as needed.

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DND vs Block Contact

23. What does DND do in Inbox?
DND blocks only outgoing communication:
  • Outgoing messages/calls/emails/live chat blocked (AI + humans)
  • Incoming still allowed
24. What does Block Contact do?
Block Contact blocks all incoming and outgoing communication:
  • Nothing can be sent or received (AI + humans)