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Click Inbox in the rail to see the conversations on your numbers. Tabs across the top switch between Chats, Calls, and Tasks. Recruiting lists and their follow-ups live in CRM.

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Chats

Each row in Chats is one person on one of your numbers. Open it and you get the whole history with them in order: the texts you’ve traded, plus a card for every call. A recruiter can scroll from a driver applicant’s first text to last week’s screening call without leaving the thread. Replying, attachments, and snippets are covered in Texting. Two filters are pinned next to the list. Unread shows what you haven’t opened, and Unresponded shows conversations where they wrote last and nobody has answered yet. Click Filter and add Status to switch between Open, Done, and Archived. The More conversation actions button (the three dots in a conversation’s header) holds the rest:
  • Mark as done moves the conversation to Done. If they text or call again, it comes back to Open on its own.
  • Mark as unread and Pin conversation.
  • Archive for me hides it from your inbox only. Teammates on the same number still see it.
  • Block number for me stops that number from ringing you or notifying you. It doesn’t block it for anyone else.
  • Delete conversation is there for Owners and Admins only.

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Calls

Calls lists calls on your numbers, newest first. Missed and Voicemail are pinned; Filter adds fields such as Direction, Date, Call status, Has recording, and Live now. Clicking a call opens the conversation with that person, scrolled to the call. The call card shows who handled it, how long it ran, and an AI summary of what was said. Click the card to read the full transcript. On the Scale plan the card also has the recording player; on other plans that spot shows an upgrade lock (see Call recording). Calls in the rail opens this same view with the Calls tab already selected. For voicemail greetings and playback, see Voicemail.

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Whose conversations you see

By default you see My inboxes, meaning the numbers you’re on. Owners, Admins, and group managers can switch the chip to All inboxes or one of their groups. Owners and Admins can also pick a person under Teammates. That’s how a dispatch manager checks one dispatcher’s threads before a shift change. Members only ever see the numbers they’re on; Members and roles and Groups explain who can see what.

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Tasks

Tasks is the team’s follow-up list. It opens showing your open tasks (To do and My tasks); Due by today is one click away, and Filter adds Priority and Category. Click New task to add one with an Assignee, Due date, optional Reminder, and the Conversation it’s about. You can also hover over a text and click Create task, or open Notes during a call. After a call, Vocal may suggest follow-ups that someone on your team committed to, like “send the driver the orientation address by Friday.” The call card shows Task suggestion. Open it, choose who it’s Assigned to and when it’s due, then click Add task, or click Dismiss. Nothing becomes a task until someone accepts it, and Suggested from this call shows the line from the transcript it came from.

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Recruiting leads

Use CRM for assigned driver lists, statuses, and promised callbacks. Calls and texts made from Inbox can update matching CRM leads, subject to assignment and conversation access. Workspaces still using the earlier lead experience may show Queue here. To find an old conversation, click Search in the rail or press Cmd+F (Ctrl+F on Windows). It looks through texts, call transcripts, and contacts.