Getting started
With recent changes made to the Lead Center inbox, the Incoming section has been incorporated into the Active section. New incoming items will always appear at the top of the Active section. These changes will only appear in the web application; they will not appear in the mobile app.
The first time that you see the new inbox, you may see older interactions in the Active section. This is because these items were previously in a Reviewed state. CallRail did not mark these items as Reviewed for you in case they still needed follow up. You can remove these items from the Active section by using the Mark as Reviewed action.
The Lead Center inbox has two sections: Active and Reviewed. The Reviewed section is anchored to the bottom of the inbox. You can click on the Active and Reviewed headers to switch between sections.
Active
Incoming interactions will appear at the top of the Active section, followed by the most recent active interactions. All interactions, including voicemails and abandoned calls, will appear here.
All interactions, except for chat conversations, will stay in the Active section until you move them to Reviewed. If there are more interactions to view, a Load More button will be present.
Reviewed
This section contains all the interactions that you have reviewed. Items can be moved to Reviewed without responding by using the menu in the inbox or the Move to Reviewed button.
You can also move completed text conversations and form submissions to Reviewed using this method.
Similar to text conversations, you can move form submissions to Reviewed by using the Move to Reviewed icon in the action bar or the menu in the inbox.
Chat conversations will move to Reviewed when you click on “End Chat,” and phone calls will move to Reviewed when you hang up. Since these are natural endpoints for conversations, the interactions are considered complete.