Phone and inbox are different

Phone shows calls, the dialer, and recordings when enabled and permitted. Inbox shows SMS and email conversations grouped by customer or lead.

Open a conversation

Choose Inbox, search for the customer, and open the thread. Outbound messages, delivery status, and inbound replies appear together.

Check the customer’s SMS and email consent before sending. Operational messages and marketing messages can require different permission. Opt-outs must remain honored even if a team member starts a new thread.