Your inbox
The Inbox is where you work your leads. It is split into two panes: the lead list on the left and the selected conversation on the right. On a phone, selecting a lead opens the thread full-screen with a back button to return to the list. Nothing reloads when you move between leads.
Each row shows the lead's name, contact details, who referred them, and their stage. What you can see depends on your role:
- Organization owner — sees all leads in the organization.
- Other members — see leads that came through their own referral link or are assigned to them.
Views and filters
- All (owners) or My leads (members) — your working list.
- Review — contacts waiting for a decision, shown to members with read-all access (see below).
- Stage filter — show one stage at a time.
- Search — find a lead by name, email, or phone.
- Load more — long lists show the newest leads first; useLoad more under the list (and under the Pipeline board) to fetch older ones.
New inbound messages arrive in the open thread automatically. The thread checks for new messages every 10 seconds while idle and every 2.5 seconds while the reply box is focused, and each check loads only the new messages, so you can leave the inbox open while you work.
Add a lead manually
Leads captured outside the landing page — phone calls, events, referrals — can be added by hand. Click New above the list, enter a name plus an email address or phone number, and save. The lead is created in the New stage, owned by you, and appears in your list. No message is sent to the lead automatically — contact them yourself from the thread.
Stages and ownership
Every lead starts in the New stage. Use the stage selector at the top of the thread to move it through Contacted,Qualified, Converted, orLost. You can also see the same leads grouped by stage on the Pipeline page — click any card there to open its thread.
A lead can be assigned to a member of your organization. Assigned members can open and update the lead even without the "all leads" permission.
Conversation, notes, and replies
The thread shows the lead's fields, the full conversation across WhatsApp and email (incoming and outgoing, with delivery status), and a notes timeline for internal reminders. Notes are never sent to the lead.
The lead's identity is editable: click Edit identity in the thread header to correct a name, email, or phone number captured by mistake, then save. A lead must keep at least one contact method (email or phone), and an email already used by another lead in your organization is rejected — check the other lead first.
When a lead has messages on both channels, tabs above the thread let you switch between All, WhatsApp, andEmail; every message bubble is labeled with its channel, and email messages show their subject. The reply box follows the tab you are viewing and otherwise defaults to the channel the lead wrote on last — you can always change the channel before sending.
Very long threads load the most recent 500 messages; a note above the conversation tells you when older messages exist but are not loaded yet.
Use the reply box to send a WhatsApp or email message from the workspace. WhatsApp messages are queued and sent through your organization's connected WhatsApp number; email replies are sent from the platform's email address with your organization's reply address set.
Sending a reply needs the Leads → Update permission. A member with read-only lead access can open threads and prepare drafts, including AI drafts, but cannot send. The reply box shows a notice and itsSend button stays disabled until an owner or admin grants the permission.
Outgoing messages show where they stand: accepted when the provider takes the message, delivered when it reaches the lead, and read where the channel reports it. A rejected or bounced message shows failed with the provider's reason. A send whose outcome cannot be confirmed shows unconfirmed, and the workspace will not resend it on its own. Both failed and unconfirmed messages offer a Retry action from the thread; retrying an unconfirmed message warns that it may already have arrived.
Photos, voice notes, and files work in both directions. Incoming media appears in the thread — images inline, voice notes and audio with a player, videos with playback, documents as a download — and is kept with the conversation. Use Attach to send up to 5 files per message (16 MB each, 24 MB combined) on either channel, paste an image into the reply box, or drag files onto it. Incoming files that cannot be retrieved — over the size limit or no longer available at the provider — still appear, labelled not available, so the thread shows they were sent. Voice note records in your browser (up to 2 minutes) and sends a playable WhatsApp voice message or an audio attachment by email. When AI replies are on, the assistant can see incoming images and read voice notes (where your deployment has transcription configured) instead of ignoring them.
Not sure what to write? Click AI draft next toSend — the workspace drafts a reply for the channel you are sending on and treats your other-channel messages as background context only. Review it, edit it, then send; nothing goes out until you click Send.
A pending draft appears as a card above the reply box. You canRe-draft with a comment telling the assistant what to change, Remember this to turn that comment into a standing rule, or Discard it with a reason. Held AI replies (review mode or a failed claim check) use the same card. Sent AI replies have a Feedback action so you can mark what was wrong — feedback trains the assistant and is never sent to the lead.
The workspace also remembers durable facts about each lead— preferences, needs, budget, family, past purchases — picked up in the background from the conversation (at most once a day per lead). Facts it learns later replace or remove facts they contradict, so the list stays current. They appear under What the AI remembers on the lead; edit or delete anything wrong there, and the most relevant ones are used in later AI replies and drafts.
If your organization has follow-ups enabled, the lead also shows its scheduled follow-up steps with their due dates. A reply cancels the remaining steps automatically, and you can cancel any pending step by hand.
Choose Email in the reply box, optionally add a subject, and send. After the first email reply, the composer shows your organization's inbound reply address — replies from the lead arrive there and appear in the same conversation thread.
Prefer your own WhatsApp app? The Open WhatsApp button opens wa.me with a prefilled message, and Copy script copies it — nothing is sent automatically.
Automatic WhatsApp reply
When a visitor submits the landing-page form, the organization immediately sends them a confirmation message. If your organization has connected its own WhatsApp number (see Branding & hostnames → WhatsApp), the reply goes from that number; otherwise the platform's WhatsApp number is used when configured.
With AI replies → Auto enabled in settings, the confirmation becomes an AI-written first reply (on channels that allow free-form messages), and every later incoming message from a confirmed lead gets an AI answer — capped per lead per day. SeeBranding & hostnames → AI replies.
Messages from people who are not leads yet
Messages from unknown senders on your connected WhatsApp number do not become leads immediately. Members with read-all access see them underReview in the inbox, with the conversation attached:
- Save lead — the contact joins your leads.
- Not a lead — the sender is blocked: their future messages still appear in the thread, but no automatic replies are sent and manual replies are refused until you save the lead again.
Replying to a contact under review saves them automatically. This keeps personal contacts and wrong numbers out of your pipeline without losing a real enquiry. Messages on the platform number with no organization match go to the platform queue for operator review.
A lead who texts STOP, UNSUBSCRIBE, orQUIT is blocked automatically: the message is recorded, nothing is sent back, and saving the lead again reverses the block. The block also cancels the lead's scheduled follow-ups, and it is applied even when the provider delivers the same message a second time. A blocked sender is never dropped — their messages keep arriving in the thread as evidence of the opt-out.
Contacts who have adopted a WhatsApp username may arrive without a phone number. They are still captured, named by their WhatsApp username or profile name, and you can reply to them from the thread as usual.