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Creating Conversations (Email, SMS, Phone)

My email didn’t send
  • Ensure you selected a connected email account (Settings → Emails)
  • Confirm recipient email is valid
  • Check if the contact is DND-enabled (DND blocks outgoing)
My SMS didn’t send
  • Ensure a phone number is configured in Settings → Phone
  • Confirm the contact is not DND or Blocked
  • If telephony isn’t active, confirm A2P 10DLC is completed (required for SMS/calls)
I can’t call from the Inbox
  • Make sure at least one phone number exists (Buy Numbers)
  • Ensure calling permissions are enabled for your user on that number
  • Confirm availability rules aren’t routing calls unexpectedly

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Adding Tickets, Notes, and Reminders from Inbox

Ticket didn’t link to the conversation
  • Ensure you created it from within the conversation window
  • If created elsewhere, link it manually from the conversation details panel (Tickets section)
Reminder isn’t showing
  • Check if you filtered the reminders to “current conversation only”
  • Confirm you selected a date/time and clicked Create
Notes are not visible to another teammate
  • Notes are internal, but visibility can still depend on roles/permissions
  • Confirm the teammate has access to that conversation/contact

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

Search shows no results
  • Clear filters first (filters can hide results)
  • Try partial search (first name instead of full name)
  • Confirm the conversation exists under the right channel
Filters aren’t working
  • You must click Apply Filters after selecting them
  • Use Reset to remove all filters and start over
I can’t reply to the conversation
  • The conversation may be currently handled by AI/another assignee
  • Click Take over to reply as a human
  • If the contact is in DND, outgoing replies are blocked
Deleted a conversation by mistake
  • Conversation deletion is irreversible
  • Confirm before deleting, especially when bulk-selecting

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

Tickets/notes/reminders don’t appear
  • Check the filter: “current conversation” vs “all conversations”
  • Confirm you’re looking at the right conversation thread
Threads look incomplete
  • Filter may be limiting by type (email vs phone vs live chat)
  • Remove date range filters and retry

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Inbox Settings (Email, Phone, Live Chat)

Gmail account not connecting
  • Try signing in again
  • Make sure you’re using the correct Google account
  • Remove and reconnect if needed
Phone number not usable for all team members
  • Check “users allowed to make calls” settings for that number
  • Ensure the user has permissions to use telephony features
Live chat widget isn’t appearing
  • Confirm widget code is installed on your site header/footer
  • Check if you deployed/published changes on your website platform

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DND vs Block Contact

Why can’t I send messages to a contact?
  • Check if the contact is in DND
  • Check if the contact is Blocked
  • If AI is assigned, you may need to Take over before replying

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Best Practices for Inbox

  • Use Favorites for high-priority conversations
  • Filter by Unread + Assignee to prioritize response queues
  • Always check Details panel before replying for context
  • Add tickets for anything that needs tracking
  • Use reminders for time-based follow-ups
  • Assign AI agent to live chat for instant responses
  • Use DND to pause outreach; use Block for full stop