Unibox and reply tags

Views

• All, Unread, Assigned to me, Waiting for me, Interested and Meetings are always shown.
• More holds Waiting for them, Follow up today, Gone quiet, Follow up, Closed and Archived.
• Filter by mailbox or campaign, or search people, subjects and messages.

Automatic reply tags

• Each new reply is tagged Interested, Neutral or Not interested by built-in rules that read the reply. No AI is used.
• A reply the rules cannot read with confidence stays untagged (New), so you can tag it yourself.
• A tag you pick yourself is never overwritten by the rules.
• When someone asks you to come back later and names a time (next quarter, in March, after the holidays), the conversation is scheduled for that day, the date shows under Come back, and you get an alert on the day.

Change a tag

1. Open the conversation.
2. In the Status card, pick a status and click Set.
3. "Tagged automatically from their reply" shows under it while the tag is the one the rules set.

Answer a reply

1. Click a conversation to open it.
2. Write your answer under Reply. It goes from the same mailbox, in the same thread. Press Ctrl + Enter or click Send.
3. Close the conversation with an outcome when it is done, or click I sent a follow-up if you answered elsewhere.

Lead actions

• The menu (three dots) on a conversation opens the contact in the CRM, assigns it to you or a teammate, adds the person to a list, creates an opportunity, marks them not interested or do not contact, or archives the conversation.
• Notes keeps private notes for your team on the conversation.

AI Reply Agent drafts

When an AI Reply Agent drafts an answer, it waits in the conversation as Draft by the agent's name. Click Edit to change it, Send to send it, or Discard.

Work in bulk

• Tick conversations and use Apply to selected to mark read or unread, set a lead status, add or remove a tag, assign to yourself, archive or close.
• If some replies could not be matched to a conversation, click Sort them out.

Reference: lead statuses

• New: no status yet. Interested, Neutral and Not interested: set by the reply rules or by you.
• Meeting, Follow up, Not now, Not a fit, Won and Lost: only ever set by you.
• Interested, Meeting and Won replies open or move a deal in the CRM by themselves.
• The status is separate from whose turn it is: marking someone Interested does not change whether they are waiting for your answer.