Once the Inbox has been activated, you're ready to get started using it. Below is a basic tour of how it works. 👇
Accessing the Inbox
The Inbox is shared on a practice level and only practice users with MANAGER or USER roles will have access to it. Users without these roles won't be able to see inbound messages from leads or send out their own messages.
ℹ️ In groups with multiple practices with Inbox, practice users will only be able to see inbound/outbound messages to/from their practice - not the wider group.
Sending messages to leads
There are two ways to send messages to leads from the Inbox:
1. Click on the SEND MESSAGE button on your lead contact tasks:
2. Click on the SEND MESSAGE button on the lead's profile page:
In the example below, the DenGro user switches from the Email messaging channel to SMS and then sends an SMS message to the lead:
Note that if you send an email message, an additional text field will appear for writing the subject line, which doesn't appear for SMS.
👉 We strongly recommend starting off with a test run before jumping into messaging leads for real.
To do so, create a fake lead with your own contact details and use this to message yourself using the Inbox. This will allow you to preview what your messages will look like before sending them to leads.
Receiving messages from leads
Once you receive a reply from a lead, the INBOX button in the top toolbar will display a counter of how many unread messages you have.
Any unread messages from leads will appear in bold in the Inbox sidebar.
Reviewing past contact with leads via the Inbox
How to find past Inbox conversations
To retrieve any past conversations with a lead, type in their name into the Inbox search bar:
Alternatively, you can also see the conversation history in a read-only view on the lead's profile page:
How Inbox conversations are logged in the contact history
Conversations with leads via the Inbox will be logged in the Contact History pop-up and show two states, either: SENT or RECEIVED :
