How to Use the Unified Inbox

The Unified Inbox collects all incoming text message replies so you can respond, tag, and manage conversations efficiently.

The Unified Inbox with conversation list, message thread, and contact details

What you'll learn

• Navigating the inbox interface

• Responding to messages

• Using quick replies and tags

• Managing conversation workflows

Accessing the Inbox

Go to Text Bank → Inbox in the sidebar. You'll see all incoming messages organized by conversation.

Inbox Layout

Conversation List (Left Panel)

Shows all conversations, with newest at top:

• Contact name (or phone number if unknown)

• Preview of latest message

• Time received

• Status indicator (unread, needs reply, resolved)

Message Thread (Center Panel)

Full conversation history with the selected contact:

• All sent and received messages

• Timestamps for each message

• Reply composition area

Contact Details (Right Panel)

Information about the contact:

• Name and contact info

• Tags and support level

• Previous interactions

• Quick actions

Responding to Messages

Select a Conversation

Click on any conversation in the left panel to view the full thread.

Type Your Reply

Use the text box at the bottom to compose your response.

Send

Press Enter or click Send to reply.

Reply to conversations with quick replies or custom messages

Quick Replies

Click the lightning bolt icon to access saved quick replies for common questions. Type "/" to search quick replies by keyword.

Managing Conversations

Filtering and Sorting

Use the filter bar to focus on specific conversations:

• Unread - New messages not yet viewed

• Needs Reply - Messages awaiting response

• Resolved - Completed conversations

• Starred - Marked for follow-up

Assigning Conversations

Route messages to specific team members:

• Select the conversation

• Click Assign

• Choose a team member

Tagging Conversations

Add tags to categorize messages:

• "Volunteer Interest" - Wants to help

• "Donation Inquiry" - Asking about giving

• "Event Question" - About upcoming events

• "Needs Follow-up" - Requires additional attention

Marking as Resolved

When a conversation is complete, click Mark Resolved to move it out of the active queue.

Response Time Matters

Try to respond to messages within 1-2 hours during business hours. Quick responses build trust and engagement.

Bulk Actions

For high-volume periods:

• Select multiple conversations with checkboxes

• Apply tags or assignments in bulk

• Archive or resolve multiple at once

Use bulk actions to efficiently manage high-volume conversations

Next Steps

• How to Create SMS Templates

• Setting Up Keyword Automation

• Viewing Text Campaign Analytics