The Inbox is your firm's shared messaging hub. Email, SMS and WhatsApp conversations with clients all land in one list, so anyone on the team can see what a client said and pick up the thread — replies come to the firm, not to one person's phone or personal mailbox.
You'll find Inbox in the left sidebar. It shows a badge with the number of unread conversations across all three channels. Client-role users don't see the Inbox — it's for your staff only.
At the top of the conversation list there are three tabs:
Inbox — all active conversations, merged across email, SMS and WhatsApp, newest activity first.
Archive — conversations you've archived. They're kept, not deleted, and can be restored at any time.
Sent emails — a list of individual outbound emails sent from your organisation's shared inbox.
On the Inbox and Sent emails tabs a search box appears under the tabs with the placeholder Search by name, email, or number. Type a few characters to filter the list; clear it to see everything again.
Each row shows the contact's name, the time of the last message, a one-line preview, and a channel badge — SMS, Email or WhatsApp — so you can tell threads apart at a glance. Unread conversations show a dot on the avatar and the name in bold. The list refreshes itself automatically every few seconds, so new inbound messages appear without reloading the page.
Select a row to open the conversation in the panel on the right (on a phone it opens as a full-screen sheet). SMS and WhatsApp threads display as chat bubbles with day separators; email threads display each message as an expandable card, with the newest message expanded. Opening a conversation marks it as read for you — read status is per person, so a colleague opening the same thread doesn't clear your unread badge.
Outbound SMS and WhatsApp messages show a delivery icon next to the time:
A clock — Pending, the message is still being sent.
A single tick — Sent.
A double tick — Delivered.
A red alert icon — Failed. Hover over it to see the failure reason when one is available.
Every open conversation has an Archive button in its header. Archiving removes the thread from the main list (you'll see the toast Conversation archived) but keeps its full history under the Archive tab. Open an archived conversation and click Unarchive to move it back — you'll see Conversation restored to inbox. New inbound messages still arrive even while a conversation is archived.
On the Inbox tab, click the compose button (the speech-bubble icon next to the tabs) to open the New Message sheet, where you can choose Email, SMS or WhatsApp. The button is disabled until your organisation has at least one channel connected.
If your organisation has no channels set up at all, the list shows the warning No inbox configured: Your organisation does not have an SMS number, WhatsApp channel, or shared email inbox configured. Please contact us to enable messaging.
Empty states are normal on a new account: No conversations yet on the Inbox tab, No archived conversations on Archive, and No sent emails yet on Sent emails.
Long lists load in pages — scroll to the bottom to load more conversations.
Email in the Inbox flows through your organisation's shared inbox. Nagaris Mail (the organisation-wide Microsoft 365 sync) is a separate, read-focused mail archive with its own Mail page.
