Where this lives. Sign in and open /inbox in the app.
What it does
Inbox is the master inbox: every reply a real person sent back to a message this product actually sent, organized into threads with categories, assignment, and a reply composer. The /replies address takes you to the same page.
Before you start
- Sending a reply from a thread needs approval. Nothing goes out silently.
- Attachments on a reply are capped at 10 files, 10 MB each, 15 MB in total.
- Reading and replying needs a workspace membership. Assigning a thread needs other members to already be part of the workspace.
Set it up, step by step
- Open Inbox and pick a folder from the left rail: Inbox, Unread, Awaiting approval, Positive, Meeting requests, Info requests, Out of office, Wrong person, Not interested, Do not contact, Bounces, Untracked, Snoozed, or Archived.
- Click a thread to open it, then use Archive, "Snooze 1 day," or Mark as read/unread from the toolbar.
- Change Categorize whenever the automatic call is wrong. Your choice is final and is never overridden by AI.
- Use Assign to hand the thread to a specific workspace member, or leave it unassigned.
- Write your reply in the composer at the bottom of the thread. Use the attach control for files, or the AI draft button for a suggested reply.
- Click "Request send approval." The reply waits in the approval queue; nothing external sends without it.
- Use "Create deal" or "Book meeting" directly from a thread to move a positive conversation into the CRM or calendar without leaving the inbox.
What you should see
- A thread shows the message history with quoted replies folded behind a small control, and inline pictures resolved in place rather than shown as separate attachments.
- A reply waiting on approval sits in the Awaiting approval folder until it is granted.
- Each folder's count reflects only real prospect replies to your own sends. A busy warm-up fleet or a newly imported mailbox does not inflate any of these counts.
Common problems
- Warm-up mail, and unrelated mail sitting in an imported mailbox, never appear here. Inbox only shows a message when it can be matched, by lead or by thread, to a message this product actually sent. Warm-up exchanges are logged separately and never create that match, and neither does someone else's mail arriving at a connected mailbox that is not answering one of our sends.
- An out-of-office autoresponder is never treated as a human reply in the counts, but it still gets its own folder and thread, and if it says the person has left the company, it is worth treating as a lead to reassign rather than a dead end.
- Changing a thread's category by hand is permanent for that thread and feeds every screen that reports on it, including Overview, Leads, and Analytics, so they always agree.
Related
Why is warm-up mail not in the inbox?
Because it would drown the replies that matter. Warm-up traffic and tenant-to-tenant mail never reach the master inbox by design, so what you see is what a real person sent you.
Can several people work the same replies?
Yes. Threads can be assigned, and the reply is sent from the mailbox that received it, so the conversation stays with the address the prospect already knows.
Read next
Common questions
Why is warm-up mail not in the inbox?
Because it would drown the replies that matter. Warm-up traffic and tenant-to-tenant mail never reach the master inbox by design, so what you see is what a real person sent you.
Can several people work the same replies?
Yes. Threads can be assigned, and the reply is sent from the mailbox that received it, so the conversation stays with the address the prospect already knows.
Read next
Last updated September 19, 2026. Written by the team that operates the platform.