What Changed
Until now, every outgoing text, email, or call opened a thread in the inbox
immediately, whether or not the recipient ever responded. Busy accounts ended
up with inbox lists full of unanswered outreach — outgoing calls showing as
“Outgoing call”, one-way texts, unreplied emails — which made it hard to spot
the conversations that actually needed attention. The AI inbox was the worst
affected: it listed every AI conversation, so ISAs watching for a moment to
take over had to scan past every touch the AI had ever sent.
Now the Inbox folder only shows conversations the contact has engaged with:
- A thread appears when the contact replies — an incoming text or email,
an answered AI call, or any inbound message. Until then, outbound-only
threads stay out of the Inbox folder. - The AI inbox lists only real conversations. An unreplied AI text or an
unanswered AI call no longer clutters the list, so a human can watch the AI
inbox and step in exactly when a lead starts talking. - Nothing is lost. Outbound-only threads in team inboxes and My Inbox are
still available under the Sent folder, and every message and call stays
on the contact’s timeline as always.
Good to know
- Threads you explicitly mark as unread stay visible in the Inbox folder.
- Group text threads still appear for every teammate on them, even before a
reply — they’re shared working threads, not one-way outreach. - Conversations a human has taken over from the AI always show in the
Assigned folder, reply or not. - Folder badges match the lists: the Inbox count only counts threads with a
reply.