Work the inbox

Use the inbox to sort active work, reply to clients, and keep low-quality threads out of the normal workflow.

Find the right thread faster

1. Open Conversations.
2. Use All, Inbox, or Appointments to narrow the list.
3. Search by name, email, phone, or subject when you already know who or what you need.
4. Apply filters for status, unread, channel, sender or staff member, and campaign.
5. Open Spam only when you need to review messages outside the normal workflow.

Threads are not marked read until you open them. Use Mark unread when a thread still needs attention after you review it.

Reply to a thread

1. Select the conversation you want to work on.
2. Review the latest messages and linked client context.
3. Write the reply.
4. Add attachments if the thread is an email conversation and you need to send files.
5. Send the reply.

SMS is one-way for now, so sending another SMS starts a new thread instead of continuing the existing one.

Use reply suggestions

Reply suggestions are available only when Auni is enabled, Respond to emails is set to a suggestion mode, and the latest message in the selected email thread is inbound.

Suggestions are unavailable when:

• The thread is spam or blocked.
• Respond to emails is set to reply automatically.
• The latest message was outbound.
• Auni suggestions are turned off for the provider.

Use suggestions as drafts. Review the wording before sending.

Use the right thread action

• Mark a thread unread when it still needs attention.
• Close or reopen a conversation depending on whether the work is finished.
• Mark spam when the thread should leave the main inbox.
• Block a sender when future inbound email and new bookings from that exact address should be stopped.
• Delete only when you are comfortable hiding the conversation from the inbox list permanently.

Know what changes in spam and blocked states

• Spam conversations auto-delete after 10 days.
• Spam and blocked threads are read-only until you restore or unblock them.
• AI suggestions are unavailable while the thread is read-only.

Use bulk actions carefully

1. Select the conversations you want to change.
2. Choose the bulk action, such as read, unread, spam, restore, or delete.
3. Confirm the action if Spark asks you to.
4. Review the result message so you know which conversations were updated.

Bulk spam actions are not available for SMS threads. Restore actions are available for spam conversations.