> ## Documentation Index
> Fetch the complete documentation index at: https://helpdocs.servinix.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbox overview

> What the Servinix Inbox is — a unified workspace for SMS and phone conversations with customers — and how conversations arrive there.

# Inbox overview

The Servinix Inbox is a unified workspace for managing SMS and phone conversations with your customers. All inbound messages across your connected channels land in one place, so your team can respond, schedule work, and send estimates without switching between tools.

## How conversations arrive

Conversations appear in the Inbox in three ways:

* **Customer-initiated** — A customer texts or calls your Servinix phone number. The message creates a new conversation thread automatically.
* **Outbound follow-up** — A team member reaches out to a lead or existing customer; the thread is created at the point of first contact.
* **Maya (AI CSR)** — When the AI receptionist handles a call and logs a message or takes a booking request, the resulting interaction can surface in the Inbox for human follow-up.

## Filters

The Inbox toolbar provides four filters that let your team focus on the conversations that need attention:

| Filter             | Shows                                                  |
| ------------------ | ------------------------------------------------------ |
| **All**            | Every conversation across all channels                 |
| **Unread**         | Conversations with messages your team has not yet read |
| **Assigned to Me** | Conversations assigned to the logged-in user           |
| **Closed**         | Conversations that have been marked closed             |

You can also narrow by channel using the **All Channels** selector, which lets you view SMS or Phone conversations separately.

## Conversation actions

Each conversation in the Inbox gives you access to three actions without leaving the thread:

* **Send estimate** — Draft and send a cost estimate to the contact via SMS or email.
* **Send payment link** — Share an invoice payment link once an estimate has been accepted and an invoice generated.
* **Schedule visit** — Open the scheduling flow to book a job for the contact, choose a service type, and confirm an available time slot.

These actions keep the full customer interaction in one place — from first contact to booked job and sent estimate.

## Channel support

The Inbox currently handles **SMS** and **Phone** channels. Additional channels (Webchat, Facebook Messenger) are configured from **Settings → Inbox** and are listed as coming soon. See [Configure Inbox settings](/field-service-management/fsm-settings/configure-inbox-settings) for details.

## Related

* [Manage conversations in the Inbox](/field-service-management/communications/manage-conversations-in-inbox)
* [Contact a customer from the app](/field-service-management/customers/customer-contact-actions)
* [Configure Inbox settings](/field-service-management/fsm-settings/configure-inbox-settings)
* [Configure phone numbers](/field-service-management/fsm-settings/configure-phone-numbers)