Unified Inbox

The Unified Inbox brings every conversation your agency has into a single view — campaign replies, calls, post-call texts, and direct messages. Whether a contact replied to a campaign, called in, or received a direct message from your team, you see the full thread — no switching between tools, no missed replies.

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What’s in the inbox

Every conversation in the inbox belongs to one contact, identified by their mobile number. When the same number appears across multiple interactions — a campaign reply, a call, a post-call text, a direct message — they all appear in the same thread, in the order they happened. If someone texts your workspace SMS number before they are linked to a contact or campaign, the message still appears as an unmatched-number conversation so your team can triage it.

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Sending a new message

You can start a conversation with any contact at any time — you don’t need to wait for them to reach out first. Click the compose icon (pencil icon) at the top-right of the conversation list. The thread pane opens in compose mode with:

• From — your workspace SMS number (read-only).
• To — search your CRM by name or type a mobile number directly. Only valid Australian mobile numbers are accepted.
• If the recipient already has message history, you’ll see their thread while you compose. If not, the timeline stays empty until you send.
• The conversation only appears in your list after the first message is sent successfully.

You can also click Send message from any contact’s profile (General tab) — you’ll be taken to the inbox with that contact pre-filled in To.

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Default views — triage the way you work

The inbox opens on one row of views. Every workspace has three default views, shown first as filled grey pills: All, Leads and Important. The inbox opens on Important. After a thin divider come the views your team saved, as outlined pills (see AI views). Hover a view to see what it holds.

• All: every conversation, including opted-out contacts and the ones you dismissed.
• Important: waiting on you. Conversations that need a reply and whose contact can be texted, where Voqo reads the contact’s latest message as needing an answer: a question, a request, something sensitive, or any interest in selling, buying or an appraisal. Rejections such as “No thanks”, requests to stop or be taken off your list, thank-yous, automatic replies and wrong numbers stay out.
• Leads: contacts whose lead status is Lead.

To see the conversations waiting on the contact (your team sent the latest message or made the latest call), open All, then pick Show › Waiting on them in the filter menu. To keep it one tap away, create a view such as “waiting on them” (see AI views). A dismissed conversation leaves Important and stays in All. It comes back to Important when the contact writes again. Default views are ordinary views. Click the open one to rename it or change its description, filters or AI condition, the same as any view. Default views can’t be deleted.

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The Leads tab — your qualified pipeline

Leads answers a different question from Important. Important asks “what needs a reply right now?”; Leads asks “who is actually a real opportunity?”. Because roughly half of all campaign replies are “No thanks”, these two are not the same — and mixing them buries your genuine leads. A contact enters the Leads tab in one of two ways:

• Automatically — when someone replies with genuine interest (a “yes”, a question about price or a property, a request to call), Voqo recognises the intent and marks that person as a lead. Anyone a hot reply alert notifies your team about also becomes a lead. Their conversation appears in Leads straight away.
• Manually — you mark someone as a lead yourself (see Marking someone as a lead below).

Once someone is a lead, they stay in the Leads tab regardless of what their latest message says — even after you reply, and even if they later send an unrelated text. A lead only leaves the tab when you decide they are not a lead. This means the tab is a durable pipeline of everyone worth working, not just people with an unread message.

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Searching the inbox

Use the search box to find a contact by name or by any part of their mobile number. Search looks across all your conversations, whichever tab you have open. The one exception is the Leads tab, where search results are limited to your leads. Any filters you have on still apply to search results.

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Filter your conversations

Use filters to narrow the list to exactly the conversations you want, such as “my leads from the Spring Appraisal campaign this week”. Click the filter button (the sliders icon) beside the search box. The menu has:

• Show — All conversations (the default), Open, which keeps only conversations that are waiting for a reply, Waiting on them, which keeps conversations where your team sent the latest message or made the latest call, or Opted out or dismissed, which keeps contacts who have opted out and conversations you dismissed.
• Unread only — keeps only conversations nobody has opened since the latest message.
• Add filter — pick one or more values from any of these:
  • Assignee — Me, a teammate, or Unassigned (no one is assigned to the contact, or the number isn’t linked to a contact).
  • Channel — SMS or Calls. A conversation matches when it has at least one message or call on that channel.
  • Category — the contact’s categories from your CRM, such as Buyer, Seller or VIP.
  • Campaign — conversations that include a message from that campaign. The 10 newest campaigns are listed; search to find older ones.
  • Qualification — Lead, Nurture, Disqualified or Unknown.
  • Status — Contactable, Opted out, or Do not contact:
    • Opted out — the contact has opted out of SMS in Voqo, their opt-out is under review, their number is blocked, or your CRM blocks SMS for them.
    • Do not contact — your CRM marks the contact as Do Not Contact.
    • See Consent and Opt-outs for the thread pill states and the consent menu.
  • Date — when the conversation was last active: Today, Last 7 days, Last 30 days, or a Custom range with a From and To date. Dates use your workspace’s time zone.

How filters combine:

• Picking more than one value in the same filter shows conversations that match any of them. For example, two campaigns shows conversations from either campaign.
• Different filters must all match. For example, Assignee: Me and Campaign: Spring Appraisal shows only your conversations from that campaign.
• Filters work together with the tab you have open, and they stay on when you switch tabs or reload the page.

Each filter you turn on appears as a chip under the tabs, and the filter button shows how many filters are on. Click the × on a chip to remove that filter, or Clear all to remove them all. While filters are on, the count above the list reads, for example, 3 of 14 conversations: 3 conversations match your filters out of the 14 in the current tab. If nothing matches, you’ll see No conversations match these filters. Click Clear filters to see everything again.

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AI views

An AI view is a saved view of your inbox that you describe in your own words, such as “people who asked about price in the last 30 days” or “names starting with Sa”. Voqo turns the sentence into filters, and anything a filter can’t express becomes an AI condition. An AI condition can be about who the contact is (their name, suburb, state, source or contact type), what they said by SMS or on a call, or what your team noted about them. The view is saved as a pill after the default views, and everyone in your workspace can use it. Create a view

1. Click the sparkle inside the search box (Create an AI view).
2. Describe the conversations you want to see, then press Enter (or tap ↵).

That’s it. Voqo names the view and saves it straight away, and its pill opens. While it works, the list shows each step as it goes: understanding your question, choosing filters, checking your conversations (with a count, such as Checking 120 of 473 conversations, and how many matches it has found so far), then showing the matches. Voqo checks every conversation the view’s filters match, however old, and reads each contact’s details, their messages, call summaries and your team’s notes. When it’s done, the matching conversations appear. After that, each new message a contact sends is checked as it arrives, so the view stays up to date. A view without an AI condition is simply a saved set of filters. Use a view

• Click a pill to open the view. Each view covers your whole inbox. (With Legacy inbox tabs on, click Inbox, the first pill, or any tab to leave a view.)
• Filters you turn on while a view is open narrow the view further.
• Click the open pill again to rename the view, change it or delete it (Voqo asks you to confirm a delete). There you can see what Voqo understood: plain filters show as the same chips the filter menu uses, such as Date: Last 30 days, and the AI condition shows as a chip with a sparkle, such as Asked about price. Click × on a chip to remove it, or + Filter to add one. If you change the sentence, click Update filters to see what Voqo now understands and the name it suggests, then Save view. A name you typed yourself is kept. Renaming keeps its conversations. Changing the sentence, its filters or its AI condition is a new question, so the view checks its conversations again.
• While a view is checking, its editor shows how far it has got, such as Checking 120 of 473…. When it’s done it shows the result, such as Checked 473 · 7 matches.

Why a conversation is in a view In a view with an AI condition, each conversation shows why it matched instead of the latest message. When you open one, the top of the thread shows the same reason:

• because they said: and the contact’s own words from an SMS, in quotes.
• because on a call: and words from the call summary.
• because a note says: and words from a note your team wrote.
• because their name is Sammy (or suburb, state, source, contact type or categories) when the contact’s details match.

Not a match If a conversation doesn’t belong in a view, open it and click Not a match. It leaves the view, and Undo appears for a few seconds in case you change your mind. It stays out of that view even when the contact sends more messages. Not a match only changes the view: the conversation’s read and done state don’t change, and it stays in your tabs as before.

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Staying up to date

The inbox keeps itself current — new replies and updates appear automatically within seconds, without you reloading the page. An “Updated …” indicator at the top of the list shows how fresh the view is.

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Important — keeping your queue honest

Important is your triage queue. A conversation appears here when it needs attention — for example, when a contact messaged last and you haven’t replied, or when someone called in recently. It leaves when:

• You reply — sending any message from the inbox clears it automatically (for SMS threads).
• You mark it done — if you’ve handled the conversation off-platform, click Dismiss in the thread header. The conversation leaves Important without requiring you to send a message.

If the same contact messages you again after you’ve marked a conversation done, it automatically reappears in Important.

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Marking someone as a lead

You are always in control of who counts as a lead. From a conversation, open the lead actions in the thread header and choose:

• Mark as lead — adds this person to your Leads tab.
• Not a lead — removes an auto-marked person you don’t consider an opportunity.
• Disqualify — marks someone as not worth working; they stay out of the Leads tab even if they message again with something that looks interested.

Marking someone as a lead changes only their lead status — it does not affect their opt-out status, and it does not send them anything. Marking a conversation Dismiss / done clears it from Important but does not change whether the person is a lead: a lead you’ve dealt with today is still a lead tomorrow.

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Opening a hot reply alert

If you are configured as an internal recipient for a campaign’s Hot reply alerts, the alert includes a secure Inbox link for the relevant workspace and lead. Sign in with your normal Voqo account if prompted. Voqo verifies your workspace access before selecting the conversation; an invalid, deleted, or unauthorized workspace is not replaced with another workspace. The alert is formatted as plain text with separate lead, campaign, reply, and action lines by default. Workspace managers can edit that default, and campaigns can override it. Intentional line breaks and blank lines are preserved in the delivered SMS. The alert is a notification, not an action channel. Open its link to review context and respond in the Inbox. Replying directly to the staff alert does not reply to the lead or perform a campaign action, and that reply may appear as an ordinary untagged Inbox message. Hot reply alerts do not decide what is in Important: Important holds every reply that needs an answer, not only replies an alert was sent for. The contact an alert is about becomes a lead and appears in Leads. Alerts are best-effort immediate attempts, so use the Inbox and its unread indicators as the source of truth.

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Conversation rows

Each row in the list shows:

• Contact name (or the raw phone number for unmatched contacts) with an unread dot to the left when there is a new message nobody has opened yet
• Lead badge — a green Lead pill appears on the row when the contact is qualified as a lead, so you can spot your opportunities at a glance in any tab
• Preview of the most recent message
• Channel badge — a coloured pill showing what happened most recently:
  • SMS (violet) — the last activity was a text message
  • Inbound call (green) — someone called in; green signals this needs your attention
  • Outbound call (neutral) — your team made this call
• Relative timestamp — when the last activity happened

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Reading a conversation thread

Each conversation opens as a scrollable thread. Inbound messages appear on the left; outbound messages appear on the right. Timestamps show when each message was sent or received. Every outbound message shows who sent it, so you can tell your team’s replies apart from Voqo’s at a glance:

• Voqo · Campaign — sent automatically as part of an SMS campaign.
• Voqo AI — sent by Voqo’s AI on your behalf.
• A teammate’s name — typed and sent by that person from the inbox.

Inbound messages from your contact have no sender label — they’re always on the left. The thread header shows the contact’s name, phone number, and consent status. The status pill reads Contactable, Opted out of SMS, Opted out of calls, Opted out, or Blocked by CRM when your CRM blocks SMS for the contact. Hover over the pill for the reason. The menu options for each state are in Consent and Opt-outs. Click View contact to open their full contact record. If the conversation needs a reply, the Dismiss button appears in the header for when you’ve handled it without replying. On a wide screen, the panel button at the right of the thread header opens a panel beside the thread with the contact, every number they have, and their consent, with a link to Opt-outs. If the contact was deleted, the panel says so. The panel starts closed; close it with its ×. It stays open or closed as you move between conversations. Call records appear inline in the thread as a compact call card, in order with the messages. The card shows the call direction, duration, and a summary of the conversation. Click View transcript to read the full transcript without leaving the inbox.

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Sending a reply

To reply to a conversation:

1. Open the contact’s thread in the inbox.
2. Type your message in the reply field at the bottom of the thread.
3. Press Send Message (or use ⌘↵).

Your message is sent immediately and appears in the thread as an outbound message. Sending a reply automatically clears the conversation from Important when applicable. If a message can’t be sent, it stays in the thread marked Failed to send, with the reason and a Retry button. If the connection drops while a message is sending, it shows Sending… until Voqo has checked whether it went out, so a message is never sent twice. Viewers have read-only access and can’t send messages. A reply you started but did not send stays with its conversation. Open another conversation, or another page, and come back: your text is still in the reply field. Unsent replies are kept until you reload the page. If the message contains characters that Voqo’s current Unicode classification identifies, those characters appear with a soft amber background. You can replace them to use more characters per segment, or leave them in place and send normally.

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AI-drafted replies

Click Draft with AI in the reply toolbar. Voqo generates a suggested response and places it in the reply field for you to review. Read it, edit it as needed, and press Send Message when you are happy with it. You can discard the draft and type your own message at any time. A draft is only ever created when you ask for it. Opening a conversation never pre-fills the reply field with an AI draft. Nothing is sent automatically — the draft sits there until you choose to send it.

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Picking up where you left off

The inbox remembers where you were. Switch views, open another conversation, or go to another page and come back with Leads Inbox in the sidebar: the same view, filters, search, open conversation and list position are there. The browser’s Back and Forward buttons step through the views, filters and conversations you picked, and the address of the page opens the same place when you reload it or share it with a teammate. On a phone, the inbox opens on the list, and going back from a conversation returns you to the list where you left it. Switching workspace always opens the new workspace’s inbox fresh, with nothing carried over from the one you left.

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Unread tracking

Conversations with a new inbound message nobody has opened are marked unread — an unread dot appears to the left of the contact name and the preview text is bold.

• Unread is shared across your team. When anyone in your workspace opens a conversation, it clears as read for everyone.
• The sidebar badge next to Inbox shows your workspace’s unread count.
• Mark all read clears every unread conversation in one action.

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Locked conversations (opted-out contacts)

If a contact has replied STOP, their thread is locked. You will see a notice at the bottom explaining that this contact has opted out. If the contact wants to re-subscribe, they can text START to your sending number. The thread unlocks automatically. See Consent and Opt-outs for more.

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Troubleshooting

A conversation is in Important but I’ve already dealt with it If you handled it outside the platform (called them back, met them in person), click Dismiss in the thread header. The conversation leaves Important. If they message you again later, it will reappear automatically. I can’t see a reply I’m expecting Check All, or search by the contact’s name or number. The inbox updates automatically, so you shouldn’t need to reload. Why did a STOP reply disappear from Important? When a contact replies STOP or UNSUBSCRIBE (or is unsubscribed by their provider), the conversation leaves Important — these are the conversations you generally do not need to action. Find them in All (or the Other tab with Legacy inbox tabs on). A contact replied “No” — why isn’t it in Important? A reply that is just the single word “No” (in any capitalisation, and ignoring punctuation or an emoji — “No.”, “NO!”, “no 👎” all count) is a clear decline that needs no action, so it stays out of Important (it is still in All, or the Other tab with Legacy inbox tabs on) instead of clogging Important after a campaign. This only applies to a bare “No” on its own — a reply with more to it, like “No thanks, maybe next year”, stays in Important so you never miss a lead who declined with context. If the same contact later sends a genuine reply, the conversation moves back into Important automatically. Someone is in my Leads tab that I don’t think is a lead Open their conversation and choose Not a lead or Disqualify from the lead actions in the thread header. They’ll leave the Leads tab. Disqualify also keeps them out even if they later send something that looks interested. Someone I marked as “not a lead” came back — will they be re-added automatically? No. Once you’ve made a decision about someone, Voqo won’t quietly override it. If you later change your mind, just mark them as a lead again yourself. A lead I already replied to isn’t in Important anymore — where did they go? They’re still in your Leads tab. Replying moves a conversation out of Important (into Sent), but being a lead is a durable status — your leads stay in the Leads tab so you never lose track of an opportunity. Why is the Leads count zero when I have hot replies? The Leads tab counts people qualified as leads, not individual hot messages. If a reply looked interested but the person isn’t showing as a lead yet, open the conversation and mark them as a lead — then they’ll appear. A reply arrived after the campaign finished — will I still see it? Yes. Replies and STOP messages are processed even after a campaign has completed. The reply field is greyed out and I can’t type The contact has opted out. They can re-subscribe by texting START to your sending number. The reply field is disabled and says I need an SMS number Your workspace does not have a Vonage SMS sender number set up yet. Open the Numbers page and request an SMS number. Once it is approved and active, return to the inbox — the reply field will unlock automatically. Why does the Inbox badge show a number? The badge shows your workspace’s count of unread conversations in Important. Open a conversation to clear it, or use Mark all read to clear them all. Where do the call cards in the thread come from? Call records are linked automatically when Voqo places or receives a call with the same mobile number. No manual linking is needed. The AI draft doesn’t look right Edit it before sending — it is a starting point, not a final message. You are always in control of what goes out. If you need help with the inbox, contact support.

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Related docs

• Consent and Opt-outs
• SMS Campaign Scheduling and Send Status
• Run Batch Outbound Calls