> ## Documentation Index
> Fetch the complete documentation index at: https://docs.servicebooked.ca/llms.txt
> Use this file to discover all available pages before exploring further.

# Inbox overview

> Every conversation across chat, SMS, voice, and email — grouped by contact, newest first.

The **Inbox** is your home base. Every conversation across chat (widget), SMS (your business number), voice (phone calls), and email (sent from the platform + customer replies) — all in one list, grouped by contact, sorted by most recent activity.

This is where you check first thing in the morning to see what came in overnight.

## What you see

Each row is a contact (or anonymous visitor for unmatched chats). On each row:

* **Name + business** — or a phone number / visitor ID if we couldn't match to a contact
* **Channel badges** — small icons showing which channels they've used (chat 💬, SMS ✉, voice 📞, email ✉️)
* **Last activity preview** — a snippet of the most recent message or call summary
* **Time** — relative time of the last activity ("2m ago", "3h ago")

## Top stats

A strip of cards at the top of the page:

* **Today** — total conversations across all channels in the last 24h
* **New leads** — contacts created in the last 7 days
* **Missed calls** — count from today (turns amber if any are missed)
* **Voice calls** — count handled today

These give you a quick pulse without clicking into anything.

## Click into a conversation

Clicking a row opens the full thread for that contact. You see:

* All chat messages, SMS messages, and call transcripts
* Interleaved chronologically
* AI's responses + yours + the customer's
* Recordings (for voice calls)
* Form submissions (if they came in via a form)
* Booked appointments (linked to their pipeline deal)

You can reply directly from this view via SMS, mark the conversation closed, or jump to the contact's full detail page.

## Channels in detail

<CardGroup cols={3}>
  <Card title="SMS replies" icon="message-square" href="/inbox/sms-replies">
    Two-way text conversations.
  </Card>

  <Card title="Web chat" icon="message-circle" href="/inbox/web-chat">
    Widget conversations on your site.
  </Card>

  <Card title="Voice calls" icon="phone" href="/inbox/voice-calls">
    Calls handled by the AI Receptionist.
  </Card>
</CardGroup>

## Limit

The inbox shows the **50 most recent** conversations. If you have more than that, you'll see a "Showing 50 of N+ — search Contacts for older" hint at the bottom.

For older activity, use **Contacts** — search by name, then click into the contact to see their full history.

## Anonymous visitors

Widget conversations from people who didn't share a phone or email show up as `visitor:abcd1234…` in the inbox. If they later become a real contact (book an appointment, share a phone, fill out a form), the visitor entry promotes to a named contact and the conversation history follows.

## Bulk cleanup

If you have a lot of stale chat conversations gumming up the inbox (e.g., test sessions, abandoned chats), the **Cleanup** button hides conversations older than X days that have no real follow-up activity. Doesn't delete them — just removes them from the inbox view; you can still find them by drilling into Contacts.

## Mobile

The inbox is the most-used surface in the mobile app. Layout is optimized for thumb-scroll: avatar, name, preview, time. Tap to open the full thread.

## Keyboard shortcuts

* **j / k** — next / previous conversation
* **Enter** — open selected
* **e** — close (mark as resolved)

## Next

<CardGroup cols={2}>
  <Card title="SMS replies" icon="message-square" href="/inbox/sms-replies">
    How two-way SMS conversations work.
  </Card>

  <Card title="Voice calls" icon="phone" href="/inbox/voice-calls">
    Reading transcripts and listening to recordings.
  </Card>
</CardGroup>