The Inbox is a centralized communication hub where you can manage all conversations with your leads across multiple channels — Email, LinkedIn, and Tasks. It unifies sales communication into one interface for easier outreach, follow-up, and conversation management. Enhanced with AI capabilities, the Inbox helps you organize conversations, track every interaction, and reply faster with ready-to-send AI drafts.
Table of Contents
Before You Start
Interface Overview
Column 1: Folders and Tags (Sidebar)
Folders
Tags
AI Tags (Auto-Tagged)
Custom AI Tags
Manual Tags
Tag Compatibility and Dynamic Updates
Column 2: Conversations (Message List)
Conversation Card Details
Search and Filters
Available filters
How to add filters
Bulk Actions
Column 3: Chat View (Conversation Timeline)
Timeline Elements
Sending Messages
Replying and Channel Selection
Email Features
LinkedIn Features
AI Drafts and Suggestions
Scheduling Messages
Column 4: Contact Details (Side Panel)
Header Actions
Additional options (via the three-dot menu)
Contact Information
CRM Sync Status
Company Information
Activity Timeline
Campaign Status
Work History
FAQs
Before You Start
Your Admin must grant you the appropriate identity access permissions. Without access to the relevant identities, you will not see all conversations.
Access Level | Description |
Full Access | Users with access to All Identities can view all conversations in the Inbox. |
Limited Access | Users with access to specific identities only will see conversations related to those identities. |
Note: To change your access level, contact your Admin. The configuration path is Settings > Edit User Permissions > Campaign Tab > Identities Access.
Interface Overview
The Inbox interface is divided into four main columns to streamline your workflow:
Column | Name | Purpose |
1 | Folders and Tags (Sidebar) | Navigate and filter conversations by status or category. |
2 | Conversations (Message List) | Browse and select conversations matching your criteria. |
3 | Chat View (Conversation Timeline) | View the full history of interactions with a lead. |
4 | Contact Details (Side Panel) | Access complete lead and company information. |
Column 1: Folders and Tags
The sidebar is your primary navigation tool, organizing your workload into Folders and Tags by identity selected:
Folders
Folders help you focus on what matters most by categorizing conversations based on their state.
Folder | Description | Use Case |
Inbox | Shows active conversations with at least one reply. | Centralize all ongoing interactions. |
AI Draft | Displays conversations where AI has generated a suggested reply. The AI Draft appears automatically in the composition box. | Review and use AI-generated responses. |
Unread | Contains conversations marked as unread. Automatically updates when opened. | Focus on new, unseen messages. |
Scheduled | Shows messages scheduled for future delivery. | Monitor upcoming automated sends. |
Sent | Displays conversations where you have sent at least one message. | Review all engaged conversations. |
Archived | Contains conversations marked as archived. | Keep the irrelevant together, leaving the inbox data-cleaned. |
Note: LinkedIn connection requests sent with a note (InMail) only appear in the Sent folder after the recipient accepts the request. This is a LinkedIn platform limitation.
Tags
Tags allow you to categorize and filter conversations based on context. A conversation can have multiple tags simultaneously. Clicking a tag in the sidebar filters your view to show only conversations with that tag. Each tag displays a count badge indicating how many conversations use it.
Tags can be applied manually or automatically by AI.
AI Tags (Auto-Tagged)
The system automatically applies tags based on the lead's intent and conversation context. AI-generated tags display a sparkle icon and appear as "auto-tagged" events in the activity timeline.
Tag | Description |
Interested | Lead shows positive intent or engagement. |
Not Interested | Lead explicitly declines or shows no interest. |
Bad Timing | Lead declines due to current timing but indicates future openness. |
Meeting Booked | A meeting has been scheduled with the lead. |
Not the Target Persona | Lead does not match the intended audience. |
Out of Office | Lead is unavailable or away. |
Referred | Lead has referred you to another contact. |
... Your own | ... |
Tip: Hover over an AI tag to see a tooltip explaining why it was applied (e.g., "Explicitly declines due to current timing and indicates future openness").
Manual Tags
Users can create custom tags with unique names and colors. Manual tags appear as "Tagged as" events in the activity timeline, showing the user who applied the tag and the timestamp. This differentiates them from AI tags, which appear as "auto-tagged."
Custom Tags
You can create your own tags directly from the Inbox. Each custom AI tag allows you to define:
Title
Color
Sentiment Category: Assign Neutral, Positive, or Negative sentiment.
Instructions: Define the conditions with a custom AI prompt under which the system should apply the tag.
Auto tagging: switch on the toggle to make it an AI Tag, keep it off to make it a Manual Tag.
Important: AI tags must have a valid prompt configured before they can be activated.
Tag Compatibility and Dynamic Updates
A conversation can have multiple tags simultaneously (e.g., "Interested" and "Bad Timing").
Tags are automatically updated as the conversation evolves — old tags may be removed and new ones added.
The AI uses a compatibility matrix to ensure tagging accuracy and keep analytics current.
Column 2: Conversations (Message List)
This column displays all conversations matching your selected folder or filter.
Conversation Card Details
Each conversation preview includes the following elements:
Element | Description |
Contact Info | Name, Job Title, and Company. |
Green Dot | Indicates an unread message (Square form + count of messages) or marked as unread message (Circle form). |
Tag Badges | Colored badges displaying applied tags. |
Channel Icons | Shows if the conversation is via Email or LinkedIn (Tasks are not displayed). |
Message Preview | First 90 characters of the last message with timestamp. |
Last Sent Time | Indicates the time of the last message sent, from either identity or lead. |
Search and Filters
Use the search bar or apply filters to find specific conversations. You can apply multiple filters simultaneously.
Available filters
Filter | Options |
Status | Active, Paused, or Completed. |
Tags | Show conversations with selected tags. |
Channel | LinkedIn, Email, or Tasks. |
Campaign | Filter by specific campaign. |
Company | Filter by company name. |
ICP Score | High, Medium, Low, Disqualified, or Missing Data. |
Date Range | Filter conversations with messages sent within the specified range. |
How to add filters
Click the filter icon in the top-right corner.
Select a filter type and define criteria.
Applied filters appear as chips above the conversation list.
Click the X on any chip to remove that filter.
Bulk Actions
Select multiple conversations using checkboxes (or "Select All") to reveal the action toolbar.
Note: The checkbox appears after a slight delay when hovering to preserve a smooth scrolling experience.
Action | Description |
Select all | Select all the other conversations of the folder from which you have selected conversation(s). |
Mark as Read/Unread | Change read status for all selected conversations. |
Tags | Add tags to selected conversations (you can create new tags if needed), or remove them from all selected conversations. |
Pause | Pause campaign activity by contact or company level. Only affects conversations that are currently running (not finished or replied). |
Archive | Send the selected conversations straight to the Archived folder. |
Export | Export selected conversations to your CRM or download as CSV. Includes an option to download all conversation transcripts as plain text. |
Column 3: Chat View (Conversation Timeline)
This view shows the full chronological history of all interactions with a lead, including messages, tasks, added/removed tags, and campaign actions from your entire team (e.g. LinkedIn invitation sent, Visited profile, ...).
Note: Access to this complete history depends on user permissions. A user must have the appropriate access rights to view the full timeline of team interactions.
Timeline Elements
Element | Description |
Messages | Email and LinkedIn messages with sender avatars and status indicators (whether sent manually or auto-generated with AI variables). |
Audio Messages | LinkedIn voice notes with playback controls. |
Campaign Actions | Logs campaign actions (e.g., "Visited profile," "Email opened," "Invitation accepted," "Link clicked"). |
Tasks | Displays task description, due date, notes, and completion controls. |
Tag Events | Logs tag changes and indicates whether applied by AI ("Auto-tagged as") or user ("Tagged as"). |
Actions | Records actions like "Added to blocklist by [user]" or "Paused conversations by [user]" with timestamps. |
Scheduled Messages | Queued messages displaying the scheduled send time with "Send Now" and "Cancel" action buttons. |
Translation | Option to translate incoming messages to your preferred language. |
Sending Messages
The composition box is located at the bottom of the chat view and adapts based on the conversation channel.
Replying and Channel Selection
When the conversation history includes messages from multiple senders, you can choose:
Whom to reply to when there are multiple senders in the thread.
Which channel to use (Email or LinkedIn) if previous messages were sent via both channels.
This ensures continuity and allows responses to follow the same communication channel as the existing conversation.
Email Features
Feature | Details |
To Field | Pre-filled with recipient information. |
Subject Line | Pre-filled based on conversation thread. |
Rich Text Editor | Formatting tools: Bold, Italic, Underline, Ordered list, Bullet list, Insert Link. |
Images | Supported formats: JPEG, PNG. Max size: 5.0 MB. |
File Attachments | Supported format: PDF. Max size: 5.0 MB. |
Signature | Email signature automatically included. |
Important: To prevent spam or bounce issues, all file attachments are sent as links rather than direct attachments. This improves deliverability and ensures your messages reach the recipient's inbox.
LinkedIn Features
Feature | Details |
Text Format | Plain text only (LinkedIn platform limitation). |
Character Limit | 8,000 characters. |
Image Attachments | Max size: 2.0 MB. |
File Attachments (PDF) | Max size: 2.0 MB. |
Emoji Reactions | React to LinkedIn messages with emojis directly from the Inbox. |
Open in LinkedIn | Option to view the full thread in a new browser tab on the LinkedIn platform. |
AI Drafts and Suggestions
When AI detects a positive or engaging message from a lead, it automatically generates a draft reply. If an AI draft is available, you will see:
Suggestion Text: Appears inside the text box.
Press [Tab] to Edit: Load the suggested message into the composition box to review and personalize it before sending.
Directly Send: Press the send button to send the AI suggestion immediately.
Tip: You can always discard the AI draft entirely and write your own response from scratch.
Scheduling Messages
You can schedule messages for future delivery:
Compose your message.
Click the expand icon next to the Send button.
Choose a time from the available options:
Option | Available Slots |
Today | 9:00 AM, 1:00 PM, 6:00 PM. If a slot has already passed, the next available slot is suggested. |
Tomorrow | 9:00 AM, 1:00 PM. Both slots are shown only if all three of today's options have passed (i.e., it is after 6:00 PM). |
Custom | Pick any future date and time. |
4. Once scheduled, the message appears in the timeline with the scheduled time and displays two action buttons: Send Now to send immediately, and Cancel to remove the scheduled message.
Column 4: Contact Details (Side Panel)
Displays complete lead and company information with actionable shortcuts.
Note: By default, this panel is hidden. Open it by clicking the lead's name at the top of the messages or by using the button in the top-right corner of the chat view.
Header Actions
The header displays the contact summary (Name, Position, Company) and provides quick action buttons:
Action | Description |
Pause Conversations | Pause current campaign, or all campaigns at contact or company level. |
View LinkedIn Profile | Open the lead's LinkedIn profile in a new tab. |
Open in CRM | Direct link to the CRM record. If the contact has both Contact and Lead associations (e.g. Pipedrive CRM that allows both), a dropdown menu lets you choose which one to open. If there is only one association, the button opens it directly. Disabled if the contact is not synced to CRM. |
View in Table | Open the contact in the contacts table view. |
Add Tags | Apply manual or AI tags to the conversation. |
Additional options (via the three-dot menu)
Add to Blocklist (contact or company level)
Add to Another Campaign
Create Task
Archive (conversation)
Note: Actions like Add to Blocklist, Create Task, and Add Tags are recorded in the activity timeline, showing the user who performed the action and the timestamp.
Contact Information
Field | Description |
Contact email with verification status indicator. | |
Phone | Direct phone number if available. |
Enrichment Option | Option to enrich missing contact data directly from the panel. |
Score | Lead fit score with explanation of the scoring criteria. |
Job Title | Current role and position. |
Location | Geographic location of the contact. |
CRM Sync Status
Shows owner and last sync time when connected.
Resync button to manually refresh data.
Enable Sync button if not yet connected (opens CRM export modal).
Company Information
Field | Description |
Name | Organization name. |
Employees | Number of employees with growth rate. |
In Enginy | Number of contacts from this company in your database, with "View Contacts" and "Add Contacts" actions. |
Score | Overall company fit score. |
Website | Company website URL. |
Company LinkedIn page. | |
Phone | Company phone number. |
Headquarters | Headquarters location. |
Recent Activity Timeline
Chronological log of all interactions from the last 19 months:
Messages sent and received
Campaign steps executed
Profile visits and connection requests
Email opens
Invitations accepted
Link clicks
Campaign Status
Displays all campaigns where the lead is enrolled:
Field | Description |
Campaign Name | Linked campaign name (clickable). |
Current Status | In Progress, Paused, Finished, or Replied. |
Work History
Lists previous roles and companies, including tenure duration. This information is helpful for understanding the contact's career trajectory and personalizing your outreach.
FAQs
Q1: Why can I not see all conversations in my Inbox?
Your visibility is determined by your identity access permissions. If you only have access to specific identities, you will only see conversations related to those identities. Contact your Admin to request access to additional identities via Settings > Edit User Permissions > Campaign Tab > Identities Access.
Q2: Why do my LinkedIn connection requests not appear in the Sent folder?
LinkedIn connection requests sent with a note (InMail) only appear in the Sent folder after the recipient accepts the request. This is a LinkedIn platform limitation.
Q3: How do I know if a tag was applied by AI or manually?
AI-applied tags display a sparkle icon and appear as "Auto-tagged as" events in the activity timeline. Manual tags appear as "Tagged as" events, showing the user who applied the tag and the timestamp.
Q4: Can I edit or delete an AI-generated draft before sending?
Yes. When an AI draft appears in your composition box, press [Tab] to load it into the editor, make any changes you want, and then send the modified message. You can also discard the draft entirely and write your own response.
Q5: Why are my file attachments sent as links instead of direct attachments?
To prevent spam filters and bounce issues, all file attachments in emails are automatically converted to links. This improves deliverability and ensures your messages reach the recipient's inbox.