Lead Center inbox

We've made some improvements to the Lead Center inbox that will change your workflow.  Read on to discover the exciting improvements coming to your Lead Center.

At this time, these changes will only appear in the web application; they will not appear in the mobile app.

Getting started

The Incoming section has been incorporated into the Active section. New incoming items will always appear at the top of the Active section.

The first time that you see the new inbox, you may see older interactions in the Active section. This is because these items previously were not in a Reviewed state, and we did not want to mark these items as Reviewed for you in case they still require follow up. You can remove these items from the Active section by using the Mark as Reviewed action.

Grouping items: Active and Reviewed

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 quickly switch between sections.


Incoming interactions will appear at the top of the Active section, followed by the most recent active interactions. All new interactions, regardless of type, will appear in the Active section, this includes interactions like voicemails and abandoned calls.

All interactions, with the exception of chat conversations, will stay in the Active section until you move them to Reviewed. When scrolling through the Active section of the inbox, a Load More button may appear, indicating there are more interactions in the Active section. 


This section contains all the interactions that you have reviewed. If the item doesn't need a response, you can move it directly to Reviewed using either the menu in the inbox or the Move to Reviewed link at the bottom of the middle panel. 

You can move completed text conversations to Reviewed using the Move to Reviewed icon in the action bar or the menu in the inbox.

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.

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