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Manage conversations in the Inbox

Learn how to filter, open, and respond to customer conversations in the Inbox, and how to mark a conversation closed when the interaction is complete.

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Before you start

  • You need access to the Servinix portal.
  • At least one phone number must be connected under Settings → Phone Numbers before conversations can arrive via SMS or phone.
  • To see conversations assigned to a team member other than yourself, you need dispatcher or admin access.

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Steps

  1. In the left navigation, select Inbox.
  2. Use the filter bar at the top to narrow the conversation list:
    • All — shows every conversation.
    • Unread — shows only threads with messages you have not read.
    • Assigned to Me — shows conversations assigned to your user.
    • Closed — shows conversations already marked closed.
  3. To filter by channel, select the All Channels dropdown and choose SMS or Phone.
  4. Select a conversation from the list on the left to open the thread.
  5. Read through the message history in the right panel.
  6. To reply, type your message in the text field at the bottom of the thread and send it. Replies are sent via the same channel the customer used (SMS by default).
  7. To take further action — such as sending an estimate or scheduling a job — use the action buttons in the conversation panel. See Send an estimate from the Inbox and Schedule a job from the Inbox.
  8. When the conversation is resolved, mark it closed: select Close or the equivalent close action in the conversation toolbar. The thread moves to the Closed filter.

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Result / verify

The conversation no longer appears under All or Unread once it is closed — it is accessible under the Closed filter. Unread message counts in the filter bar drop as you open and read threads.