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The Inbox collects conversations from every sender you can see. It has three panes: the conversation list, the open conversation, and a Lead panel with the prospect’s details and pipeline controls. On smaller screens the Lead panel opens as a slide-over from the panel icon.

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Finding conversations

The list has a Search conversations box and these filters: Clicking a number on the Replies report opens the Inbox filtered to exactly those conversations. Filters are remembered between visits; the search box isn’t. Each row shows the lead, time since the last message, the sender, the intent, and a preview of the last message (“You: …” if you sent it).

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Keyboard shortcuts

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Intent

Every incoming message is classified automatically, and a one-line AI summary appears in italics under it. The intents are Interested, Question, Not now, Not interested, Out of office, Wrong person, Unclear and Unclassified. If the AI got it wrong, click the intent badge in the thread header and pick the right one.
An Interested or Question reply automatically creates a follow-up task, due in 4 hours, for whoever owns the conversation. Only one open follow-up is created per conversation. See Tasks.
If AI isn’t configured for the workspace, new messages are marked Unclear instead. An Out of office reply is handled differently from the rest: rather than ending the sequence, it pauses the lead and resumes them after 7 days, or on the return date if the auto-reply names one. See sequence settings.

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Which step started this?

Under each automated outbound message:
Founders Q3 · Step 3: Follow-up message · via Jane Doe
Click the step to open the sequence at exactly that step. If the lead is pinned to an older version, you see the version they are actually on. On an incoming message: Replying to Step 3, so you can see at a glance which of your messages earned the answer. Messages a teammate sent by hand read Sent by Alex instead. That distinction matters beyond the Inbox: a reply to a teammate’s manual message is conversation, not a campaign reply, and it is not counted in reply rate.

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Working a conversation

The thread header has:
  • Open lead: go to the full lead page.
  • Assign: give the conversation to a teammate, or set it back to Unassigned.
  • Convert: turn the reply into a Task, a Tag, a Stage change, or Re-enrol in sequence.
  • Mark as unread and Archive / Unarchive. Both move you on to the next conversation.
Opening a conversation marks it read.
Convert needs the conversation to be linked to a lead. If it isn’t, use Create lead from this conversation in the Lead panel first.

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Replying

Type in the reply box and press Send. Email conversations also get a Subject field, prefilled with “Re: …”.
  • Attachments: up to 5 files per message, 20 MB each. On WhatsApp and Instagram, photos, videos and files send as attachments.
  • Limits: replies don’t count against a sender’s daily limits.
  • Edit or delete: LinkedIn messages can be edited or deleted for 60 minutes after sending, with a countdown. WhatsApp messages can be edited for 15 minutes and deleted for everyone for 2 days. Instagram messages can’t be edited or deleted here. See Instagram and WhatsApp conversations.
  • Length: Instagram messages are limited to 1,000 characters and WhatsApp messages to 4,096.
  • Send booking link: offered in one click when the reply is classified interested, using the sender’s booking link.
  • Tracking: email replies you write by hand are not tracked for opens and clicks by default. A one-to-one reply doesn’t need a pixel, and it can hurt deliverability. Change it per mailbox under email settings.
The reply box is replaced by a message explaining why when:
  • The workspace is suspended
  • You don’t have can reply permission (an Owner turns it on for you in Members)
  • The sender was removed, or is disconnected and needs to log in again

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Instagram, WhatsApp and email conversations

Instagram, WhatsApp and email conversations sit in the same list as LinkedIn, with the channel shown on each row. Filter with Channel. Everything above (intent, assigning, converting, the Lead panel, the reply stop) works the same way. The rest of this section is what’s different.
Replies you send from the Inbox never count against a sender’s limits, and on WhatsApp a reply is always allowed, even to someone with no recorded consent. Only a sequence starting a new WhatsApp chat needs consent.

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Email

An email conversation is a thread with a subject, which leads the thread header and the conversation list. The reply goes out from the mailbox the conversation started on. If that mailbox needs to sign in again, the reply box tells you and stays disabled until it’s reconnected. See How to Connect a Mailbox.

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WhatsApp

The thread is laid out like WhatsApp itself. A consent chip in the thread header shows the WhatsApp consent recorded for the lead: the basis, the date and a link to the evidence, with a Revoke option. It’s grey when nothing is recorded. The reply box still works, but a sequence can’t start a new chat until a basis is recorded. WhatsApp group chats appear under the group’s name, with each member’s name in its own colour. Groups are never turned into leads.

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Instagram

Instagram messages can’t be edited or deleted from the Inbox.
A message the connected account can’t display, for example a type of content the network doesn’t share, shows a short notice instead of a blank bubble.

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The Lead panel for these channels

Handles, numbers and consent are on the Contact tab of the Lead panel. You can also add handles and numbers, and manage consent, on the lead’s own page.

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When a lead replies, everything stops

A reply on any channel, to any sender ends every live enrollment that lead has, with the status exited replied, and cancels their queued steps everywhere. An email reply stops the LinkedIn follow-up. A reply to one sender stops the others. That is the default. Three things change it:
  • The sequence has Stop when the lead replies turned off (it’s on by default).
  • Its reply scope is set to only stop the sender they replied to.
  • The lead’s current step is marked send always.
A sequence set to Hold for review pauses the lead instead of ending them, and puts a Held reply task on the list. One click resumes the sequence or exits the lead. See sequence settings. Your manual replies from the Inbox are always sent.

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The Lead panel

The panel’s header shows the lead’s name, headline, title and company, location, email, phone and a LinkedIn link. Badges show Do not contact or Unsubscribed when they apply. Open takes you to the full lead page, where the stored profile data lives. If the conversation isn’t linked to a lead yet, the panel offers Create lead from this conversation instead. WhatsApp group chats are never linked to a lead. Below the header are four tabs. Each opens with a one-line guide, and the tab you used last is remembered.
  • Handles and numbers: the LinkedIn profile, Instagram handle and WhatsApp number on file. A WhatsApp number shows On WhatsApp, Not on WhatsApp or Not checked yet, and an unverified one is marked.
  • Consent (WhatsApp and Instagram conversations): the recorded basis, with Record consent and Revoke. Record a basis only when the person has actually said so, and keep the evidence link or a note. On WhatsApp a reply is always allowed, but a sequence can’t start a new chat until a basis is recorded.
  • Relation: the connection between this lead and this sender: Not connected, Invite pending, They invited, 1st degree, Blocked or Invalid. Below it are the invite, accept, withdraw and reply history and the lead’s relations with your other senders. Relations are a LinkedIn concept, so they’re mostly empty for Instagram and WhatsApp.
You can also triage the Inbox from Claude or ChatGPT. Ask “any pending replies?” and it drafts answers for you to approve. See the Claude connector and the ChatGPT plugin.