Inbox
See every call, text and email with your contacts in one place, reply to leads, and archive conversations you've finished with.
The three Inbox panels, filtering by channel and positive replies, spotting AI conversations, replying by text or email, adding notes, editing contact details, and archiving and unarchiving conversations.
The Inbox brings together every conversation with your contacts: calls, text messages, emails and, if your account has it, voicemail drops. It's where your team picks up replies from leads, sees what the AI agent said, and answers by text or email.
The Inbox with the conversation list on the left (one conversation marked AI), the selected conversation in the middle with the Notes, Calls, Emails, Messages and Documents sections, and the contact Details panel on the right.
Before you start
- To reply by text, you need a phone number. To text from most numbers you also need 10DLC registration.
- Your role needs permission to view calls, texts or emails. Ask an admin if conversations are missing. See Team members.
Find a conversation
- Click Inbox in the top navigation. Bigly also opens here when you sign in, unless your account starts on the overview.
- The left panel lists conversations, newest first. Conversations handled by the AI agent are marked AI.
- Use the filter at the top of the list to show All, Email, Message, Call or, on accounts with ringless voicemail, Voicemail. Choose Positive Replies (SMS) to see only leads who replied positively to a text.
- Click a conversation to open it.
The list shows how many items are loaded out of the total, for example 25 / 140 items.
Read and reply
The middle panel shows the whole history with the contact, grouped into Notes, Calls, Emails, Messages and Documents.
To send a text:
- In Messages, click New Message.
- Type your message.
- Click Send Message.
To send an email, click New Email in Emails. Use More Messages or More Emails to see older items.
The Messages section of an open conversation with the New Message box open, a typed reply, and the Send Message and Cancel buttons.
If an SMS agent is answering a contact, your own reply goes into the same thread. Read the latest AI messages first so you don't repeat or contradict them.
Work with the contact
The right panel, Details, shows the contact's name, phone numbers, email, location, local time zone, company, stage, latest deal, follow-up date and tags. Click Edit Details to change them.
To stop calling, texting or emailing someone, use the switches under Communication (Main). Each channel has an Outgoing and Incoming switch. Click Detailed DNC to see or change these settings for a single intro. See Compliance overview.
Archive a conversation
Archiving moves a conversation out of your main list.
- Select the conversation.
- Click Archive at the top of the list.
To see archived conversations, switch the list from Inbox to Archived. Select one and click Unarchive to bring it back.
Archiving acts on every call, text and email with that contact, not just the message you selected. Archived conversations can take a short while to disappear from the list.
See also Archived contacts.
Troubleshooting
You can't send a text cause you don't have a phone number set. Your user needs a phone number to send from. Buy one on the Phone numbers page or ask an admin.
A reply from a lead is missing. Check the Archived list, and make sure the filter at the top is set to All.
A conversation shows Removed. It was removed from the Inbox and is kept only for your records.