Filter the inbox and use the contact panel

The inbox has filters to show only the threads you need, and a panel beside each thread with everything you know about that person, so you rarely need to leave the conversation.

Before you start

• Nothing.

Steps

Filter the list

1. In the sidebar, choose whose threads to see: All, Mine (assigned to you) or Unassigned. The number beside All is how many people are waiting.
2. Under Channel, choose All channels or one channel. The numbers are people waiting on that channel.
3. Under Lifecycle, choose a stage to see only people in it.
4. At the top of the list, open the dropdown (it reads Open, Longest waiting to start). Under Show choose All conversations, Open conversations or Closed conversations. Under Sort by choose Newest, Oldest, Longest waiting or Shortest waiting.
5. Switch on Unreplied to see only people still waiting for you.
6. Type in Search conversations to find a person by name, email address, or the subject or opening words of their latest message.

Use the contact panel

1. Open a thread. The narrow strip of icons on the far right switches the panel between Contact, Timeline, Notes, Tasks, Appointments and Deal.
2. Contact shows their email, Last heard from, Last replied and Status (for example Waiting · 2 messages), with Open full record to go to their record.
3. Timeline lists recent activity with this person.
4. Notes: type in Add a note… and press Add note.
5. Tasks: type in What needs doing?, choose a due date and press Add. Tick the box beside a task to mark it done.
6. Appointments lists Upcoming and Past bookings. Book takes you to Calendars.
7. Deal shows their Stage and Expected value, both editable.
8. Press the Hide contact details button to close the panel; press any icon to open it again. The section you picked stays open as you move to the next thread.

What happens next

Filters apply straight away and are kept while you stay on the page. Choosing a channel in the sidebar also moves the reply box to that channel, when you can reply that way to this person.

For agencies

Open the client first (Sub-accounts › Open). Mine means threads assigned to you inside that client.

Troubleshooting

Mine is empty. Nothing is assigned to you. Threads are assigned from the Assign list in the thread header.

The Lifecycle list doesn't include a stage I added. It lists the five stages every account starts with. To find people in other stages, filter on Contacts instead.

Search doesn't find a word I know they wrote. Search looks at the name, email address and their latest message only, not older messages.

The panel says "Couldn't load this contact's record." Reload the page. If it continues, open the person from Contacts instead.

The Deal panel says "No deal on this contact." The person's record couldn't be read for this thread. Open their full record and set the stage there.

Related

• Read your conversations inbox
• Assign and close conversations
• Keep notes and tasks on a contact
• Deal values and totals