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Inbox Overview

The Inbox is the app's home base: one shared queue of everything that needs a human. Instead of checking the Requests list, the Appointments list, and your voicemail to figure out what's next, you open the Inbox and the work comes to you — a new roof-inspection request that needs approval, a drain-cleaning appointment still waiting on a time, a phone lead whose call dropped mid-booking. When the Inbox is empty, you're caught up.

Where to find it

Click Inbox at the top of the left sidebar. The badge next to it shows how many open issues are waiting — it's the same for everyone in your organization, because the queue is shared. There are no assignees and no priorities to manage: whoever opens an item can work it.

What lands in your Inbox

Every entry in the Inbox is an issue — a flag that says "this needs a person" — pointing at exactly one request or one appointment:

  • Requests that need attention. A request arrives from your booking page, a phone call, a text, or your own team, and something is standing between it and an appointment: missing details, an approval you need to give, a lead score below your threshold, an address outside your service area, or a call that dropped partway through.
  • Appointments that need action. An appointment was created but doesn't have a time on the calendar yet — or a customer canceled one themselves through their booking link and your team should follow up.

That's it. Requests that are moving along on their own and appointments that are already scheduled stay out of your way. For the full list of reasons an item can appear, see Issues and Reasons Explained.

The layout

The Inbox uses an email-style split view:

  • The list (left) — every open issue, newest first, with pinned items held at the top. A search box sits above the list.
  • The detail pane (right) — click any row and the full request or appointment opens beside the list, so you can work an item without losing your place in the queue.

If the selected item is a request, you get the request's detail — summary, contact info, booking answers — right in the pane. If it's an appointment (or a request that has already produced one), you get the appointment detail instead, and you can schedule it from right there.

Note: On smaller screens there isn't room for both panes, so opening an item takes over the screen with a back button to return to the list.

Reading a row

Each row is designed to tell you everything at a glance:

  • Unread dot — a dot and bold text mean you haven't opened this item yet. Read state is per person: opening an item marks it read for you, but your teammates keep their own unread indicators.
  • Customer name and channel icon — who it's about, with an icon showing how the request arrived (phone, SMS, chat, web form, and so on).
  • Appointment type and preview — what the work is, plus a short preview of what the customer said.
  • Reason chips — plain-language labels like Needs information or Needs scheduled telling you why the item is here. Hover a chip for a one-line explanation.
  • Lead score gauge — on requests that were scored, a small gauge shows the lead score out of 100 and whether it passed your qualification threshold.
  • Age — a compact relative time (14m, 3h, 2d) showing how long the item has been waiting.

Filtering by reason

Across the top of the Inbox sits a rail of filter chips:

  • All Issues — the whole queue, with a total count.
  • One chip per reason — Needs information, Needs approval, Needs scheduled, and so on, each with its own count.

Only reasons that currently have open issues show a chip, so the rail stays short. Click a chip to focus on one kind of work — for example, knock out every Needs approval in a batch, then switch to Needs scheduled and get times on the calendar.

Search

Use the search box above the list to filter the queue as you type — handy when a customer calls and says "I put in a request yesterday." Clear the search to get back to the full queue.

Pinning

Hover over a row and click the pin icon (Pin to top) to hold an important item at the top of the list — a VIP customer, or the emergency you'll come back to right after lunch. Pins keep the item from drifting down as new work arrives. Click again to unpin.

Creating a request from the Inbox

The New Request button in the Inbox header opens the same dialog as the Requests page: pick or create a customer, describe what they need, and optionally choose an appointment type. The new request lands at the top of your Inbox, ready to gather details — no need to switch pages when the phone rings. See Creating a Request for the full walkthrough.

How items leave the Inbox

Items leave in one of two ways:

  1. You fix the underlying need. Gather the missing info, approve the request, or put a time on the appointment — the issue clears on its own and the item disappears from the queue. No cleanup step.
  2. You resolve it manually. The Resolve action dismisses an item you've decided not to act on. The underlying request or appointment isn't deleted — it stays right where it lives in Requests or Appointments.

Either way, the Inbox only ever shows open work.

What's next

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