Inbox
Everything the AI could not finish on its own
Everything the AI could not finish on its own.
What it does
An item appears whenever a caller needed something and did not get it. Usually that is a transfer nobody answered, but it also covers messages taken and callbacks requested.
Each item holds the caller's number, what they wanted, and which department it belongs to. You open it, deal with it, and mark it resolved.
Resolved items move to their own tab rather than disappearing, so you can look back.
What it does not do
- It is not a voicemail box. These are calls where somebody wanted a person and did not get one, not messages they chose to leave.
- It does not file itself by what the caller said. Items are sorted into the columns you configured, so they land where your team already looks.
- It does not raise an item when the AI handled it. A question the AI answered, or a transfer that connected, never appears here.
Setting it up
Columns are optional. With none, everything lands in one list. With them, items sort by department, and each column can have its own callback hours.
You can also have new items emailed to you. Settings, then the Inbox section.
The one thing that matters
An item sitting open is a customer waiting.
The number to watch is not how many items you get, it is how long they stay open. Items are raised because somebody wanted help and did not get it. Every hour one sits there is an hour that person is deciding whether to call somebody else.
If they build up faster than your team clears them, turn on Chase unresolved items and let the AI ring the ones nobody got to.
Common mistakes
Treating it as a log. It is a queue. If nobody works it, it is just a record of customers you lost.
Columns that do not match your routing. If your Inbox columns are named for topics and your phone destinations are named for teams, some features cannot connect the two.