> ## Documentation Index > Fetch the complete documentation index at: https://docs.voqo.ai/llms.txt > Use this file to discover all available pages before exploring further. # Unified Inbox > All your SMS conversations in one place — campaign replies, call follow-ups, and direct messages, organised by contact. 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. ## 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. ## 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**. If a contact has opted out, the send will be blocked and the composer will lock. Their opted-out status is always respected — you cannot override it. ## Tabs — triage the way you work The inbox has three tabs: * **Important** — everything that needs your attention. Inbound leads awaiting a reply and recent call activity live here. The badge on this tab shows the unread count at a glance. * **Sent** — conversations where your team sent the last message. * **Other** — opt-out conversations. When a contact replies **STOP** or **UNSUBSCRIBE** (or is unsubscribed by their provider), the conversation moves here. These are conversations you generally do not need to action. ### Searching the inbox Use the search box to find a contact by **name** or by any part of their **mobile number**. Search applies to whichever tab you have active. ### 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. ## 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. ## 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 * **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 ## 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. The **thread header** shows the contact's name, phone number, and consent status — a green **Contactable** badge or a red **Opted out** badge. 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. **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. ## 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. You can only send messages to contacts who have not opted out. If a contact has withdrawn their consent (by replying STOP), the reply field is locked and a notice appears explaining why. See [Consent and Opt-outs](consent-and-opt-outs) for more. ## 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. Nothing is sent automatically — the draft sits there until you choose to send it. ## 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. ## 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](consent-and-opt-outs) for more. ## 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 the **Sent** tab, 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?** Opt-outs now live in the **Other** tab. When a contact replies STOP or UNSUBSCRIBE (or is unsubscribed by their provider), the conversation moves to Other — these are the conversations you generally do not need to action, so they stay out of your Important queue. **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. ## Related docs * [Consent and Opt-outs](consent-and-opt-outs) * [SMS Campaign Scheduling and Send Status](scheduling-and-send-status) * [Run Batch Outbound Calls](../batch-outbound-calls/batch-outbound-calls-overview)