1
How the Inbox Works
All incoming messages from your leads arrive in one place — no switching between apps, no missed messages buried in a separate SMS tool or email client.
- Every channel feeds into one thread. SMS, email, missed calls, voicemails, Facebook DMs, and Instagram DMs all appear in the Conversations inbox.
- Each contact has one thread. All messages with a given contact — regardless of channel — are grouped together under their name. You always see the full conversation history.
- New messages surface automatically. When a lead texts or emails you, their thread jumps to the top of the inbox with an unread indicator. No manual refresh needed.
- Missed calls and voicemails appear inline. If a lead calls your Jtek number and you miss it, the missed call appears as an event in the thread. If they leave a voicemail, you can play it directly from the inbox.
- Facebook and Instagram DMs are included. If you've connected your social accounts, messages from Facebook Messenger and Instagram DMs are routed into the same inbox alongside SMS and email.
Jtek
Dashboard
Contacts
Conversations
Opportunities
Mike Johnson
Hey, is the 4BR on Oak still available?
Yes! Just had a showing yesterday. Want to schedule a tour?
Absolutely, when works?
Tip: Connect your Facebook Page and Instagram account in Settings > Integrations to pull social DMs into your inbox automatically.
2
Inbox Filters and Tabs
The inbox can get busy fast. Use the built-in tabs and filters to focus only on what needs your attention right now.
- All — Shows every conversation, regardless of read status or assignment. Use this for a bird's-eye view of everything coming in.
- Unread — Shows only threads with messages you haven't opened yet. Start here each morning to catch anything new overnight.
- My Conversations — Filters to conversations assigned to you. Useful when you share the inbox with a team and want to focus on your own leads.
- Starred — Any conversation you've starred appears here. Use stars to flag threads that need follow-up but aren't unread — like a lead you're waiting to hear back from.
- Search — The search bar at the top of the inbox searches by contact name, phone number, email, or message content. Great for pulling up a specific lead quickly.
Tip: Start every workday in the Unread tab. Respond to all unread threads before switching to All. This habit prevents leads from going cold overnight.
Tip: Star any conversation where you're waiting on a response. That way it doesn't get lost once it's been read but before you've resolved it.
3
Reading and Opening a Conversation
Click any thread in the inbox list to open the full conversation on the right. Everything you've ever exchanged with that contact appears in chronological order.
- Click a thread to open it. The right panel loads the full message history for that contact — SMS bubbles, email entries, call records, and voicemails all in one scrollable thread.
- The thread is sorted by time. Oldest messages appear at the top, newest at the bottom. Scroll up to see earlier messages — there's no pagination limit.
- Channel indicators show how each message arrived. SMS messages appear as chat bubbles. Email entries show a subject line and snippet. Call events show duration and call direction (inbound/outbound).
- Unread messages are highlighted until you open the thread. Once opened, Jtek marks the thread as read automatically. You can also manually mark as unread if you want to return to it later.
- The composer appears at the bottom of an open conversation. That's where you reply — covered in detail in the Replying to a Lead guide.
4
Contact Info Panel
On the right side of an open conversation, Jtek shows a panel with everything you know about that contact — so you always have context before you reply.
- Contact details — Name, phone number, email address, and any custom fields you've filled in. Click the edit icon to update details without leaving the inbox.
- Tags — See all tags applied to this contact at a glance. Add or remove tags directly from this panel to keep your contact organized.
- Pipeline stage — The panel shows which pipeline this contact is in and what stage they're at. Click to move them to a different stage without opening Opportunities.
- Recent activity — A brief log of recent actions: last message sent, last appointment booked, any forms they've submitted. Gives you context without digging through the full thread.
- Notes — Add internal notes that only your team can see. Notes are a great place to record what you discussed on a call so anyone picking up the conversation has context.
Tip: Always add a note after a phone call summarizing what was discussed and next steps. If a teammate takes over the conversation, they'll be fully up to speed immediately.
5
Marking as Read and Archiving
Keep your inbox clean and actionable without losing any data. Archiving a conversation removes it from the active inbox but keeps it fully searchable.
- Mark as read — Hover over a thread in the inbox list and click the checkmark icon, or open the thread (which auto-marks it read). Use "Mark as Unread" to bring it back to the top if you need to return to it.
- Star a conversation — Click the star icon on any thread to pin it to your Starred tab. Stars don't affect read status — they're a separate flag for "needs follow-up."
- Archive a conversation — Open the thread and click the Archive button (looks like a box with a down arrow) in the top right of the conversation panel. The thread leaves your main inbox.
- Archived conversations are fully searchable. Use the inbox search bar to find archived threads by name, phone number, or message content. Nothing is ever deleted automatically.
- Un-archive if the lead re-engages. If an archived contact sends a new message, their thread automatically comes back to the top of the inbox as unread. No manual action needed.
Tip: Archive conversations once you've closed a deal or confirmed a lead is not moving forward. A clean inbox means you only see threads that still need action.