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. Use the source filter at the top of the inbox to focus on a specific type of conversation:

• All — every conversation in your workspace, regardless of origin.
• Campaigns — replies that came in from an SMS campaign send.
• Calls — calls and the texts that go with them.
• SMS — direct messages initiated outside of a campaign or call.

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Searching the inbox

Use the search box at the top of the conversation list to find a contact by name or by any part of their mobile number. Search works alongside the source filter, so you can search within Campaigns or Calls without clearing your filter. When nothing matches, the list shows a clear empty state with a one-click way to clear the search.

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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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Unread tracking

Conversations with a new inbound message you haven’t opened are marked unread — a dot and a bold preview in the list. Opening the conversation marks it read.

• Unread is shared across your team. When anyone in your workspace opens a conversation, it clears as read for everyone — so two people never chase the same reply.
• The sidebar badge next to Inbox shows your workspace’s unread count at a glance, so you know there is something waiting without opening the inbox.
• Mark all read clears every unread conversation in your workspace in one action. Voqo asks you to confirm first, and the badge clears to zero straight away.

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Reading a conversation thread

Each conversation opens as a scrollable thread. Inbound messages (from the contact) appear on the left; outbound messages (from Voqo or your team) appear on the right. Timestamps show when each message was sent or received. 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 one-line summary. Click View transcript to open the full call transcript in a window — and play the recording where one exists — without leaving the inbox. This means you can see the full relationship history — what was said on the phone and what was texted before and after — in one place. Call cards are read-only. To edit a call (for example, to assign a category), use the action on the card, which updates the call record itself — the same record you see on the Call Logs page.

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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 (or hit Enter).

Your message is sent immediately and appears in the thread as an outbound message. The contact receives it on their mobile.

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AI-drafted replies

The inbox can suggest a reply for you using the context of the conversation — the contact’s history, their most recent message, and any relevant details Voqo knows about them. Click Draft reply 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 when you are happy with it. You can discard the draft and write your own at any time. A draft is only ever created when you ask for it, and the AI only ever drafts. Opening a conversation never generates a draft on its own — the thread opens instantly, with nothing in the reply field. Nothing is sent automatically; the draft sits in the reply field until you choose to send it.

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Locked conversations (opted-out contacts)

If a contact has replied STOP to any of your messages, their conversation thread is locked. You will see a banner at the bottom of the thread explaining that this contact has opted out and cannot receive messages from your workspace. You cannot type or send in a locked thread. This is intentional — sending messages to someone who has withdrawn consent is not permitted. If the contact wants to re-subscribe, they can text START to your sending number. Once they do, their opt-out clears, the thread unlocks, and you can reply as normal. See Consent and Opt-outs for the full opt-out and re-subscription process.

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Troubleshooting

I can’t see a reply I’m expecting First, check the source filter is set to All, not a specific source — a campaign reply appears under Campaigns and only shows in All unless you select that filter. The inbox updates automatically within seconds, so you should not need to reload; if you still can’t find the conversation, search by the contact’s name or number. A reply arrived after the campaign had already finished — will I still see it? Yes. Replies and STOP messages are processed even after a campaign has completed. A late reply lands in the conversation as normal, and a late STOP still opts the contact out and is recorded in their consent history. The reply field is greyed out and I can’t type The contact has opted out. The thread is locked to protect their consent. They can re-subscribe by texting START to your sending number. Why does the Inbox badge show a number? The badge is your workspace’s count of unread conversations — conversations with a new inbound message nobody has opened yet. Open a conversation to clear it, or use Mark all read to clear them all at once. Where do the call cards in the thread come from? Call records are pulled in automatically when Voqo places or receives a call with the same mobile number. No manual linking is needed. Click View transcript on a card to read the full transcript. The AI draft doesn’t look right Edit the draft before sending — it is just a starting point. You are always in control of what goes out. If drafts are consistently off for a particular type of contact, you can discard the draft and type your reply directly. 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