Reply to texts and emails from one inbox

The Inbox keeps one conversation per lead: their texts and emails, your replies, missed calls, voicemails and your team's internal notes, all in order. Texts you send go out from your business number, and emails from your own mailbox: see Connect your email.

Find the right conversation

• The piles at the top: Open, Snoozed, Scheduled and Done.
• The people menu: Mine, Unassigned or Everyone. Agents only see conversations with their own leads.
• Under the header: Unread (click it to show only those), Waiting on you (leads who wrote last and haven't heard back), Snoozed and Scheduled.
• A waiting lead's timer is green for the first five minutes, amber up to an hour, then red.

Labels: what each lead wants

Each text, email or website chat message a lead sends gets a label, so you can see at a glance what they want:

• Ready to move: ready to make an offer, list their home or move forward.
• Wants a showing or call: wants to see a home, book, confirm, move or cancel a time, or asks for a call.
• Price or offer: asks about price, home value, payments or financing, or talks numbers on an offer.
• Question: any other question about a home, the area, the process or you.
• Not interested: not looking anymore, already found one, or working with someone else.
• Asked to stop: asked to stop or unsubscribe.
• Wrong number: says this isn't them.
• Spam: not a real lead, like ads, scams or automated messages.
• Other: thanks, okay, hello and anything else.

AI picks the label as each message arrives, with no credits used. When AI is off for your workspace, or labels have used their share of this month's background AI, built-in rules pick it instead. A label with a dashed outline is a guess ("not sure").

• A conversation shows the label of the lead's latest message. To see only some, click a label in the strip above the list. Click it again, or All, to see everything.
• If your role can edit leads, click the label under a message to change it. Your pick is kept for the whole team.
• The lead's page shows the label beside each of their replies on the timeline.

Labels never change who you can text: only STOP and similar replies turn texts off.

Reply

1. 11. Open a conversation and press R, or click the box at the bottom.
2. 22. Pick Text, Email or Note. A note is for your team only; the lead never sees it. An email shows who it's from, your name and address.
3. 33.

   Write your reply, or start from help:

   • When the lead wrote last, suggested replies appear above the box. Click one, or press Alt and 1, 2 or 3.
   • Draft for me writes a reply from the conversation and the lead's details.
   • Type / for your saved replies. See Saved replies and fill-ins.
4. 44. Press Enter to send a text or a note, or Ctrl Enter to send an email.

Wrote something worth keeping? Open Templates under the box and choose Save this text as a template.

Nothing is ever sent on its own: suggestions and drafts only fill the box.

Send it later

Press the clock beside Send to schedule the message. The quick times are read in the lead's time zone, like "Tomorrow morning, 9:00 AM their time", or pick your own. When you're texting someone late at night their time (8 PM to 8 AM), an amber note above the box offers to send in the morning instead. A scheduled message shows above the box with Change time, Send now and Cancel, and the conversation is listed in the Scheduled pile until it goes. A scheduled email goes out from your mailbox; if your email needs attention or was disconnected when it's due, it waits for you to reconnect, for up to 7 days.

Keep the inbox tidy

• Done (E) moves a conversation out of Open. It comes back when they reply. Shift E reopens.
• Snooze (S) hides it until later today, tomorrow morning, next Monday or a time you pick. It comes back by itself, or sooner if they reply.
• Assign (A) hands the conversation to a teammate. This changes who owns the lead, the same as on the lead's page.
• U marks it read or unread. X selects it, so you can finish, snooze or assign several at once.
• New message starts a conversation with any lead.

The lead beside the thread

On a wide screen the lead's panel sits on the right: one tap to call, text, email or book, their brief and next steps, their open client requests, and their stage, value, owner and local time. Text and Email there switch the box under the thread to that channel, ready to type. On smaller screens, press Details.