Replies and the Inbox
Every reply lands in the Inbox. A flow never sends its next message over a reply nobody has answered, so a real person can take over the conversation. Use the tabs, Filter and the date menu to find a conversation, then answer it with Draft with Terry and Send.
Tabs
The Inbox opens on Needs you. The four tabs each show a count:
| Tab | What is in it |
|---|---|
| Needs you | They wrote last. It is your turn to answer. |
| All | Every conversation. |
| Drafts | People with a draft waiting to be approved, including Terry's draft of a reply. |
| Done | Conversations your team closed. |
Drafts that a person must approve before they go out are on Tasks, under Approve. Phone calls, when your workspace has calling, are on Tasks too. Alerts from Terry (new replies, a connection that needs fixing, the safety brake, opt outs) are under the bell at the top of the page. Members see the ones meant for them; admins see them all.
Finding a conversation
- Find searches by name, company, email or handle. Press / to jump to it.
- Filter holds Channel (All channels, Email, LinkedIn, Chat apps), Whose (Everyone's, Mine, Nobody's yet), Only for folders such as Time to nudge or Away or bounced, and Flow to show one flow's people. Inbox by flow
- The date menu beside Find picks When (Today, This week, This month, Older than 30 days, or Pick a range) and Sort (Newest, Oldest, Best fit, Waiting longest).
- Clear filters at the foot of Filter puts everything back. Admins also find Check for replies there.
When someone replies
A flow never sends its next message over a reply nobody has answered. It hands the person to your team instead. The exception is a flow built with a box that reads replies, such as What did they say?, Reply check or AI reply: that box answers or routes the reply as it was set up to.
Answering a reply
- Open the conversation.
- Write your answer in the box, or press Draft with Terry and Terry writes one for you.
- Edit the draft as much as you like. Reply by under the box picks the way it goes: by email in the same thread, or by text or a chat app where the person has one.
- Press Send. An email reply goes from your mailbox, in the same thread.
Above the thread, Book holds Book a meeting and Contact later, Move holds Mark deal won, Close, no deal, Archive and Record an outcome, and the More menu holds Open in Prospects and Ask the coach.
In Classic
- Email, LinkedIn and Chat apps are lanes at the top, with All for everything. The lane switch appears when your workspace has LinkedIn or chat apps on, or more than one kind of conversation.
- The strip under the lanes has Replies (with filters such as Needs reply, Awaiting reply and Closed), Approvals, Calls and Call aide (with calling on) and Alerts.
- All, Mine and Unclaimed sit beside the strip. Bounces and out of office notes are in the Away or bounced folder in the menu.
- To answer, press Draft with AI, edit, then press Send reply.
To switch dashboards, see The new dashboard.