Inbox filters

Once reminders and review requests are running, the Inbox gets busy. Filters are what keep it a to-do list rather than a wall of noise.

1. Filters

The Filters control narrows the conversation list. The useful cuts are unread, assigned to you, and a date range.

2. The unread toggle

A switch in the Inbox header flips between everything and only what still needs a reply.

Leave it on unread during the working day. Most of what's in an Inbox is automated messages that sent successfully and need nothing from you, and they'll bury the three conversations that actually matter.

Working the Inbox

A routine that holds up once volume grows:

1. Filter to unread.
2. Answer anything from a customer expecting a reply today.
3. Anything needing action rather than an answer becomes a task or a job, not a message you leave unread as a reminder.
4. Clear the rest.

The failure mode is using unread as a to-do list. It works for a week and then you have forty unread conversations and no idea which three need you.

Channel filters

The SMS, Email, Team and Phone tabs are the first filter. If you're catching up on customer messages specifically, stay on SMS rather than working a merged list.

Tips and gotchas

• Unread by default during the day.
• Turn actions into tasks or jobs, don't leave messages unread as reminders.
• Automated sends appear here too. Most need nothing from you.
• Filter by assignee once you have staff, or everyone reads everything and nobody replies.

Next up: SMS Blast