Inbox Overview

The Inbox provides a central location for interacting with your Contacts and with any messages that have been received from Phone Numbers that are not associated to your existing Contacts.

Each Conversation in the Inbox is designated by the participating Phone Numbers or the IDs:

• Account Phone Number + Contact Phone Number (both Text and Voice Call)
• Account Email ID + Contact Email Address
• Account Phone Number + unknown Phone Number (not associated to a Contact, both Text and Voice Call)

Conversations will be labeled by their participating elements (Phone Numbers, Email IDs) by default, but you may edit the label of the Conversation to be more meaningful to your context.

Conversations with Contacts that have claimed their VOCID will be displayed with an additional badge denoting that they are a VERIFIED CONTACT.

The Inbox provides two viewing modes:

• Direct - shows only those messages that have been sent by a User to the Contact Phone Number / Email ID outside of a bulk Engagement.  This view is most useful for having directed, ongoing unique conversations with your Contacts.
• All - shows all messages to a Contact, including those generated by bulk Engagement activities.  This view is useful for seeing the overall engagement history of a Contact and whether the Contact has recently been engaged by other Users in your organization (provided you have Collaborator access to the Phone Number or Email ID used in the Engagement).

For any Conversation message generated by an Engagement, you may click the RESULTS link to view the individual result of the Engagement with the selected Contact.

For any Conversation message you may click the VIEW link to view the details of the message.

You may search Conversations by Contact/User Name, Email Address and Phone Number.