Inbox

The Inbox is where conversations live. The left list orders contacts by their latest activity, with unread indicators; the right pane shows the selected contact’s thread.

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One thread per contact

The icons top right switch channel: the WhatsApp back and forth, emails, AI call summaries with their outcome badge. The Inbox opens on one channel at a time — for the whole history in a single stream, open the contact’s own page. Opening a conversation lands you on whichever channel the latest message came in on, so an email reply opens the email thread rather than an empty WhatsApp tab.

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Finding a conversation

The chips at the top of the list narrow it. Unread shows only conversations with a reply you haven’t opened (the chip carries the count), Pinned shows what you’ve pinned for later. Nothing lit means you’re seeing everything — click a lit chip again to come back to that. To filter by colleague, open the ⋯ at the end of the row and tick one or more owners; All owners at the top of that list clears it in one go. Clicking the owner name on any row does the same thing in one step — click Aysu on a row and the list shows only Aysu’s conversations, click it again to release. While an owner filter is on, a chip appears in the filter row naming who it holds, so the list never narrows without saying so. Search matches the contact’s name, phone and email — and the name of whoever owns the lead, so typing a colleague’s first name narrows the list to their conversations. Every row shows the owner beside the contact’s name, so you can tell whose lead it is without opening it.

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Working through several at once

Hover a row and a checkbox appears on its left. Tick one and the filter chips give way to a selection bar: how many you have picked, and what you can do with them. Once anything is ticked the boxes stay visible on every row, so picking a run is not a game of chase. Shift-click picks a run. Tick the first conversation, hold shift, click the last, and everything between comes with it — twenty rows in two clicks. It works on the checkbox or anywhere on the row once something is ticked. Went too far? Shift-click back inside the run and it clears from there down. The box at the left of the bar picks everything currently showing, and Escape drops the selection. Read clears the green dot on everything you picked without opening any of it. This is for the morning where forty replies came in overnight and half of them say “ok, thanks”. To clear the unread mark on everything at once, use the ⋯ button at the end of the filter row. That one ignores your filters completely — it is the whole reason it exists, since ticking rows can only ever reach the conversations currently showing. The menu item carries the number it would clear, so you can see the scale before you use it — worth a glance, because there is no way to mark something unread again. Mute does in bulk what the switch on a contact’s page does one at a time: those conversations leave the Inbox and stop notifying you. They go without a confirmation step, because nothing is lost — unmute any of them from their contact page, and muted contacts sit at the bottom of Contacts wearing a mute icon. Mute is available on workspaces that use Nudge as their CRM.

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Replying

Type in the thread to answer on WhatsApp from the contact’s owner number, or switch to the email composer to answer an email thread on the address it came in on. Replies you send by hand are just messages; they do not re-trigger automations, and they skip the sending queue so they go out immediately. What the contact’s reply DOES do is stop automation: queued automated messages for that contact are cancelled the moment an inbound message arrives, so nobody gets a robot follow-up mid-conversation. The pause lasts a configurable number of days, and an individual trigger can be set to ignore it when the contact explicitly asked for the thing. Place call in the thread header starts an AI call without leaving the inbox.

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Everything about the contact, in the thread

The icons at the top right of the thread switch what you are looking at for that person: WhatsApp, Email, Calls, Notes and Files. Hovering an icon names it, and one with nothing behind it fades. Notes and Files are the same ones the contact’s own page shows — write a note here and it is on the contact; upload a document here, or send an upload link, and it is filed against them. Answering a message is usually when you want both, so neither is worth leaving the inbox for.

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The dots

Each conversation carries a small dot on the right. There are two, and they mean different things. A green dot means that contact has written to you and you have not opened the conversation yet. Opening it is the only thing that clears it — not visiting the Inbox, not switching tabs, not a colleague reading it. It is the same green dot the Inbox shows in the sidebar, so the sidebar goes quiet exactly when you have opened everything new, and never before. A reply that arrives while you are sitting in that conversation counts as read; you are looking at it. A purple dot means you pinned that conversation because you want to get back to it. Click the dot on any row to pin it, click a purple dot to unpin. It stays until you unpin it — a pin is the one marker that waits for you rather than clearing itself. Pinned conversations keep their normal place in the list, ordered by latest reply like everything else, and they never drop off the bottom no matter how much newer traffic arrives. A conversation that is both pinned and unopened shows purple, since the pin is the one that needs you to act. Pins are yours alone — pinning does not pin for your colleagues, and theirs never show on your list — and the same purple dot appears on the contact page, in Contacts, in Activity and on deal cards, so a conversation you pinned is flagged wherever you run into it. Outside the Inbox and the contact page the dot only reports; you pin and unpin from those two. The green dot is specific to the Inbox and its sidebar entry.

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Muting a conversation

A contact you have muted — on their contact page, or by picking them here and hitting Mute — never appears in this list, never lights the unread dot and never sends you a notification. Nothing else changes: you can still message them, their replies still land on their timeline, and they are still there in Contacts when you go looking. Unmute and they come straight back.