Who this is for

You want one place for everything you've had with a customer — the call Scarlett took, the text she sent, the email that came in — instead of hunting across apps. The Inbox keeps one conversation per person, laid out like a mail app.

Time: 5 minutes. You'll need: to be signed in.

Steps

1. Pick a folder

On a computer the folders sit to the left of the list; on a phone, tap ☰ in the search bar.

• All conversations — everything.
• To deal with — conversations nobody has dealt with yet.
• Calls, Texts, Emails, and WhatsApp if you use it.
• Archived — conversations you've put away.

A folder's number is how many have something unread. Opening a conversation marks it read. Under the folders are your tags, with how many conversations carry each — tap one to see only those.

2. Open a conversation

Tap a row to open it. It shows the newest call, text or email first; step through the rest with ‹ ›. Emails look as they did when they were sent. Press ← to go back to the list.

3. Reply

On a text or an email, press ✦ Reply with Scarlett — she drafts a reply you can change — then Send text or Send email. Or press Text or Email to write it yourself. A reply goes to the customer on the conversation, so it can't go to the wrong person. Sending a reply tags them Replied to.

From any conversation you can also Call back, Create quote or Book job.

4. Mark it dealt with, tag it, archive it

• ✓ No action needed takes it out of To deal with.
• + Add tag puts a tag on the customer; ✎ Edit tags lets an owner or manager rename, recolour or make tags.
• Archive puts it away in Archived. Nothing is deleted, and it comes back by itself if they get in touch again.

To do several at once, press Select, tick the rows, then Add tag…, Mark as read or Archive. On a phone you can also swipe a row: left to archive, right to mark it read or unread.

Verify it worked

A sent reply appears in the conversation, the customer carries Replied to, and they leave To deal with.

Troubleshooting

There's no "Reply with Scarlett" on a call. You reply to texts and emails, not calls. On a call, use Call back, or Text to send them a message.

A conversation came back after I archived it. That's on purpose — they've been in touch again since.

Emails from customers aren't arriving. They reach the Inbox when you forward them. Set that up under Connect your calendar and accounting (Integrations → Emails coming in).

What's next

• Read and act on your calls — the Calls folder in detail.
• Work with customer profiles — everything about one customer.
• Track jobs from enquiry to done — the jobs that come out of conversations.