Unified inbox
Every client conversation — calls, SMS, web chat, and social — in one place, with AI drafts you approve.
The Inbox brings every client conversation into one place: SMS, web chat, Instagram, Facebook Messenger, WhatsApp, voice, email, and hand-offs from your AI receptionist. Instead of juggling apps, you triage and reply from a single screen.
How conversations are organized
The inbox is grouped so the work that needs you rises to the top:
| View | What's in it |
|---|---|
| Needs you | Conversations the AI has escalated or a human is handling |
| Drafts | AI-drafted replies waiting for your approval (in draft-review mode) |
| Aaptly handling | Conversations the AI is currently managing |
| All open | Everything active |
| Resolved | Conversations you've closed |
You can also filter by channel (SMS, web chat, Instagram, and so on) and search across customer name, phone, and message text.
Replying
Open a conversation from the list to see the full thread in order, with your messages marked.
Reply directly, or if there's an AI draft, edit and approve it — or discard it to take over yourself.
Resolve the conversation when you're done so it moves out of your active queue.
AI draft mode vs. auto-send
In draft-review mode, every AI reply lands in Drafts for your approval before it sends — you stay in full control. On the Drafts view you can also act in bulk: select multiple threads and send all as-is or discard all at once.
Drafts that sit too long are flagged (a red "stale" pill) — a reminder that the customer may have moved on. Clear your Drafts queue promptly so good leads don't cool off.
Where conversations come from
- Calls and missed calls from your AI receptionist.
- SMS to your business number (requires SMS compliance).
- Web chat from the widget on your site (anonymous visitors show until they share contact info).
- Social channels once connected — Instagram, Messenger, WhatsApp.
Frequently asked questions
AI receptionist
Get a business number, configure what your AI receptionist can do, recover missed calls with an automatic text, and review every transcript.
SMS compliance (10DLC)
Register your business with the carriers so your texts actually get delivered — the Profile, Brand, Campaign, and Numbers steps.