Working in Inbound

The Inbound tab is your central hub for messages that are not yet associated with an existing client. Managing Inbound effectively ensures that you don’t miss opportunities and that all communications are properly organized.

What is Inbound?

Inbound contains messages that arrive outside of your current client threads. Messages may be routed here for several reasons:

• An existing client contacts you using a new email address or phone number.

• A client refers you to someone else and gives them your contact information.

• You may receive mass or transactional emails.

Why is keeping Inbound organized important?

• Daily review is recommended: Messages from new leads or clients with ongoing projects can end up here. Staying on top of Inbound ensures nothing gets missed.

• Support efficiency: If communications remain in Inbound, it can be difficult for the Support Team to track issues or assist with client concerns. Properly threading messages ensures seamless collaboration and support.

How do I action messages in Inbound?

Inbound messages may require different actions depending on their type.

1. Existing Client Using New Contact Information

• Select Actions > Work with Client.

• Search for the client under “Add to an existing client?”

• This will:

  • Thread the message into your existing client communication.

  • Update the client’s contact card with the new email or phone number (found under About > Team in the Brand Detail View).

2. New Contact at a Brand You Are Already Working With

• The system may attempt to auto-thread the message to the correct brand.

• If it fails, the message appears in Inbound.

• To associate the contact:

  1. Select Actions > Work with Client.

  2. Enter the brand name and URL.

  3. Select Create a new client to thread the message into the correct client thread.

3. New Lead

• These are messages from prospective clients.

• To respond:

  1. Click Actions > Reply to send an email or text directly from Inbound.

  2. After a few messages, create a new client record for this lead to organize communications and access features like quotes, notes, and project tracking.

4. Bulk or Transactional Mail

• If the message is spam, promotional, or transactional and requires no action, select Actions > Archive to remove it from your inbox.

Best Practices

• Check Inbound daily to ensure timely responses.

• Thread all communications into client profiles whenever possible.

• Create new client records for leads to centralize communication, quoting, and note-taking.

• Archive unnecessary messages to keep Inbound organized.