Inbox Views
Use filter tabs to instantly narrow your inbox to exactly the conversations you need — unread messages, contacts needing attention, AI activity, and more.
Overview
With dozens or hundreds of active conversations, a flat list becomes hard to manage quickly. Inbox Views solve this with a set of filter tabs that let you switch instantly between different slices of your conversation data. Each tab shows a focused subset of your conversations so you can work through them without distraction.
Inbox Views are available on all Volume Reach plans.
How It Works
The Conversations inbox displays a tab bar at the top of the conversation list. Click any tab to filter the list to conversations matching that view.
Available filter tabs
| Tab | What it shows |
|---|---|
| All | Every conversation, sorted by most recent activity. |
| Unread | Conversations with messages you have not yet read. |
| Unreplied | Conversations where the contact's last message has not received a human reply. |
| Replied | Conversations where you or a team member has already sent a reply. |
| Needs Attention | Conversations escalated by your AI SMS agent that require a human response. |
| Opted-out | Contacts who have sent a STOP message or otherwise opted out of receiving texts. |
| Failed | Messages that could not be delivered to the contact's number. |
| Deleted | Conversations you have moved to the deleted state. |
| AI Activity | All conversations where an AI agent sent at least one reply. |
| Missed Calls | Inbound calls that were not answered. |
Two-pane layout
The inbox always shows two panes side by side:
- Left pane — The filtered conversation list. Click any row to open that conversation.
- Right pane — The full message and call history for the selected conversation, plus the reply box.
Switching tabs updates the left pane instantly. Your selected conversation stays visible in the right pane until you select a different one.
Search
Use the search bar above the conversation list to find a specific contact by name or phone number. Search works across all tabs — it does not reset your current filter.
Tips & Best Practices
- Start your day in Needs Attention. These are escalated conversations from your AI agent — contacts with high intent who are waiting on a human. Handle them first.
- Work through Unreplied next. This tab surfaces contacts who have reached out and not yet heard back from a person on your team.
- Use AI Activity to monitor your agent. If your SMS agent has been running overnight or during a large broadcast, the AI Activity tab lets you quickly scan what it said and catch any unusual responses.
- Check Missed Calls regularly. Inbound calls that were not answered represent potential leads who tried to reach you. A quick SMS follow-up can re-engage them.
- Do not ignore Failed messages. A failed delivery may indicate an invalid phone number. Consider updating or removing that contact's number to keep your list clean.