Inbox

Every conversation with every client in one place — texts, emails, the website chat and the client portal — and one box to answer them all from.

6 articles

• Getting around the inboxOne list, one thread, one client card. How to read the list at a glance and tell instantly which conversations still need something from you.
• Reply to a clientAnswering by text or email, leaving a note for the team instead, and starting a conversation with someone who hasn't messaged you first.
• Text, email, chat and portal in one boxWhy one client has one thread however they got in touch, and how to tell which way your reply is about to leave.
• Suggested repliesThree drafts, written for the thread you're looking at, that you edit and send — or ignore.
• Finishing a conversationAssigning it, parking it until Monday, closing it — and recording what it actually came to, so a month of messages adds up to something.
• What a message costsTexts and emails are passed through at cost, with nothing added. What actually drives the bill is length, and one emoji can triple it.