ScapeLogic

Manage the office inbox

Review customer conversations, distinguish unread threads, and understand when replies can be sent or withheld.

Find a conversation

Open Inbox to review customer conversations and unread counts. Choose Open on a thread to read its messages. Use the thread's back control to return to the list. A thread may be visible without having a replyable phone number.

Office inbox showing customer conversation threads.
Open a thread to review its message history.

Reply with the status in view

When a reply composer is available, enter a short response and choose Send. If there is no number to answer on, the page explains why a reply cannot be sent. A STOP-suppressed number cannot receive a reply through the normal composer.

A message marked withheld was held because the organization is not live; it was not written to the conversation. Read the result shown after sending and do not assume a provider delivered a message unless the status says so.

Keep message handling separate

Inbox is the conversation history. Follow-ups is a separate list of customers who may need a call or text. Use the related guide for that queue, and check the automation settings separately when scheduled messages are involved.

Read next

Work the follow-up queueReview customers waiting for attention and choose a call or text action using the information on each row.How your clients sign in to the portalA client opens the portal, types the phone number or email you have for them, and is sent a one-time link. There is no password and no invite to send.

Not covered here?

This is a short shelf on purpose — only what we can describe accurately today. If your question is not on it, ask a person; one answers. We answer within one business day.

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