Inbox Actions

Take action on inbox messages: create deals, link contacts, set reminders, reply, and export.

How to get there: Go to Inbox in the top menu → open any conversation to see available actions.

Create Deal from Message

Turn a conversation into a sales opportunity:

  1. Open a message in your inbox
  2. Click Create Deal
  3. Deal form opens with contact info pre-filled
  4. Add deal name, value, and notes
  5. Click Save

The deal is now linked to this contact and visible in your Deals pipeline.

Connect messages to contact records:

  1. Open the message
  2. Click Link Contact
  3. Search for the contact
  4. Select to link

Create New Contact

  1. Open the message
  2. Click Create Contact
  3. Contact is created from message info (email/phone)
  4. View the new contact profile

Once linked, you can see the contact's full history and details.

Set Reminders

Never forget to follow up:

  1. Open a message
  2. Click the Reminder (bell) icon
  3. Select date and time
  4. Optionally add a note
  5. Save the reminder

Reminder Indicators

  • Bell icon - Shows reminder is set
  • Notification - You're alerted when reminder is due

Clear a Reminder

  1. Click the reminder icon
  2. Click Clear Reminder

Reply to Messages

Respond directly from your inbox:

  1. Open the message
  2. Type your reply in the compose area
  3. Click Send

For email messages, your reply is sent as an email. For chat messages, it continues the conversation.

Export Inbox

Export your inbox data to Excel:

  1. Apply any filters you want (status, assignee, date)
  2. Click Export
  3. Download starts automatically
  4. Open the .xlsx file in Excel

What's Exported

  • Message content
  • Sender information
  • Date and time
  • Status
  • Assigned team member
  • Related contact info

Copy Conversation

Click Copy Conversation on an open thread to copy the full transcript as plain text to your clipboard. Handy for pasting into a ticket, an email, or internal notes without exporting the whole inbox.

Visit URL per Thread

Each thread surfaces the page URL the visitor was on when they started the conversation, so agents can immediately see the context (pricing page, checkout, a specific product) without asking.

AI Escalations Filter

The AI escalations filter shows only conversations the AI marked for human takeover. Use it as a triage queue so agents jump straight to threads where the bot has already decided a person is needed.

Message Actions Summary

Action What it does
Create Deal Start a sales opportunity from this conversation
Link Contact Connect to existing contact record
Create Contact Make new contact from message info
Set Reminder Get notified to follow up
Reply Send response to customer
Export Download inbox data to Excel