Who this is for

You want one place for everything you've had with a customer — the call Scarlett took, the text she sent, the email that came in — instead of hunting across apps. The Inbox groups it all by person.

Time: 5 minutes. You'll need: to be signed in.

Steps

1. Pick a customer

The left rail lists customers by most-recent activity. Click one to see everything you've had with them. Search by name, phone or email to jump straight to someone.

2. Switch channel

The tabs at the top switch between Call, Text and Email. Untouched channels are dimmed. (Chatbot and Webform are marked Coming soon.)

3. Reply with Scarlett

On a Text or Email, press Reply with Scarlett — she drafts a reply you can edit, then press Send reply. She works out the recipient from the conversation, so you can't send it to the wrong person by mistake.

Verify it worked

Opening a customer shows their history across channels, and a sent reply appears in the thread with a ✓ Reply sent confirmation.

Troubleshooting

A channel says "Coming soon." Chatbot and Webform conversations aren't switched on yet — Call, Text and Email are the live channels.

There's no "Reply with Scarlett" on a call. You reply to texts and emails, not to calls. For a call, ring the customer back or open it in the call log.

What's next

• Read and act on your calls — the full call log.
• Work with customer profiles — everything about one customer.
• Track jobs from enquiry to done — the jobs that come out of conversations.