Answer the Inbox

Steps

1. Open Deals and choose Inbox. Needs reply is on, with the longest wait first.
2. Narrow the list with Whose (Mine, Unassigned or Everyone) and, when you use more than one, Channel.
3. Press a conversation. It opens beside the list; on a phone it takes the screen, and Inbox takes you back.
4. Answer in the box under the conversation and press send. The conversation leaves Needs reply.
5. If they don't need an answer ("Thanks, see you Thursday"), press No reply needed. The next conversation opens, and the toast offers Undo. They come back if they write again.

From the conversation's head you can also:

• Give it an owner. Press the owner pill, which reads Unassigned or a name, and pick a person. They are told.
• Log a call, if you answered by phone.
• Book a tour.

All shows every conversation, newest first.

Needs a person

Monody reads each incoming message for signs that a person should answer it: it mentions self-harm, a safety concern, harassment, an injury, an illness or a loss, or sounds distressed. It also says when the conversation involves a child. When a message is flagged:

• The conversation is marked Needs a person and pinned to the top of Needs reply.
• Its owner is notified, and the admins too when it is urgent or nobody owns it.
• Opening it shows a Needs a person. notice above the messages, with the reason and a Call button.

Read it before anything else and answer it yourself, by phone or in your own words. The mark clears when a person answers, with a message or a logged call that reached them. No reply needed is not offered on these.

What else the rows say

• A wait shown as a pill: it is past your first-call target.
• Not delivered: your last message did not arrive. Try the other channel, or call.
• A bold name: there is something you have not read yet.