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

# Inbox & Channels

> Browse and filter conversations, use the status filter, and work in the Email, SMS, Calls, and Full Convo tabs.

Messages is a unified inbox for listing-agent conversations. The left side lists every
conversation; the right side shows the selected thread with one tab per channel.

<Info>
  **Key things to know**

  * The **Status** filter is multi-select: combine **Need Reply**, **Scheduled SMS**, **Recently Contacted**, and **Awaiting Follow Up**.
  * Email replies keep the original subject, so your reply stays in the agent's existing email thread - including when you insert a template.
  * AI assist buttons are built into the composer: **Polish** rewrites your current draft, and **Summarize** condenses a long SMS or email history.
  * Conversations from closed deals move to the **Archived** tab but stay readable.
</Info>

## The inbox

<Steps>
  <Step title="Browse conversations">
    Switch between the **Active** and **Archived** tabs, each with a count. Archived
    conversations belong to closed deals; opening a deep link to an archived thread switches you
    to the Archived tab automatically. Use the search box to find a thread by contact or
    property.
  </Step>

  <Step title="Filter by status">
    Use **Status** to filter the list. You can select several statuses at once.

    | Status                 | When it applies                                              |
    | ---------------------- | ------------------------------------------------------------ |
    | **Need Reply**         | The agent's latest message has not been answered             |
    | **Scheduled SMS**      | A text is queued for a future send time (the row shows when) |
    | **Recently Contacted** | You reached out recently; the follow-up is not due yet       |
    | **Awaiting Follow Up** | The follow-up window has passed without a new touch          |
  </Step>

  <Step title="Triage from the list">
    Hover a conversation row for quick actions: mark a **Need Reply** thread **as replied** when
    no response is actually needed, or mark a thread **as unread** to revisit it later.
  </Step>

  <Step title="Open a thread">
    Select a conversation to see the channel tabs, the property context, and the full message
    history.
  </Step>
</Steps>

## Channel tabs

<Tabs>
  <Tab title="Email">
    Compose with a **Subject**, add **Cc/Bcc**, and attach files. Replying to a previous email
    keeps its subject so the reply lands in the same external thread - this also works when you
    insert a template into a reply. Your signature can be included automatically, and a
    **Summarize and Extract** button creates an AI summary of the email history.
  </Tab>

  <Tab title="SMS">
    Send text messages with an optional image or voice-note attachment (see
    [SMS Attachments](/features/messages/sms-attachments)). Outside operating hours the send
    button becomes **Queue Send**, which schedules the text for the next open window; you can
    also pick an exact time with the schedule dialog. A **Polish** button cleans up your draft
    before sending, and **Summarize** condenses a long SMS history.
  </Tab>

  <Tab title="Calls">
    Place browser calls with **Call Now** and review call history, recordings, voicemails, and
    AI call summaries. See [Calls](/features/messages/calls).
  </Tab>

  <Tab title="Full Convo">
    One chronological timeline of SMS, email, calls, scheduled messages, and manual logs, plus
    the **Log activity** composer for off-platform touches. See
    [Full Convo & Manual Logs](/features/messages/full-convo-logging).
  </Tab>
</Tabs>

## Scheduled messages

Texts that are waiting for their send time appear in the thread with a **Scheduled for** label
showing the exact time in your organization's timezone. You can cancel a scheduled send from the
message card before it goes out. Conversations with a pending text also show up under the
**Scheduled SMS** status filter.

## Common questions

<AccordionGroup>
  <Accordion title="Where do conversations come from?">
    Start messaging a contact from a property card in the [Deal Pipeline](/features/deal-pipeline)
    or Deal Hub, send a [bulk message](/features/bulk-messaging), or enroll a property in a
    [sequence](/features/sequences). The thread appears in Messages either way.
  </Accordion>

  <Accordion title="Why don't SMS and email show together in the SMS tab?">
    Channel tabs filter by channel. Use **Full Convo** to merge everything into one timeline.
  </Accordion>

  <Accordion title="Why did a conversation move to Archived?">
    Conversations follow their deal. When the deal closes, the thread moves to the **Archived**
    tab. It stays fully readable, and you can restore it if the deal reopens.
  </Accordion>

  <Accordion title="What does 'Mark as replied' do?">
    It clears the **Need Reply** status without sending anything - useful when the agent's last
    message does not actually need an answer (for example "Thanks!").
  </Accordion>

  <Accordion title="Why does the send button say Queue Send?">
    You are outside operating hours, so the text will be queued for the next open window instead
    of sending immediately. See [Operating Hours](/features/operating-hours).
  </Accordion>

  <Accordion title="Can I change or cancel a scheduled text?">
    You can cancel a scheduled send from its message card before the send time. To send at a
    different time, cancel it and schedule a new message.
  </Accordion>
</AccordionGroup>