Use the inbox and follow-up

The inbox brings conversations, customer context, and follow-up work together so leads do not get lost after the first request.

Shared inbox

Use the inbox as the place to review new requests, open conversations, and recent activity. Keep notes short and useful so the next person can understand what happened.

Follow-up tasks

Follow-up tasks are useful when a lead needs a call, quote, document, appointment, or reminder. Keep due dates realistic and close tasks when the work is actually done.

Message approval

Review AI-drafted messages before sending, especially when the message includes pricing, legal details, appointments, or anything the customer may rely on.

SMS requires approval first

Do not send SMS messages until the account, brand, campaign, and consent flow are approved for that use. Use email, calls, or manual follow-up while waiting.

Clean handoff

Before handing off a lead, check that the contact has the right phone and email, the conversation history is readable, and the next action is assigned.

Next step

Keep the pipeline aligned with follow-up.

Contacts and opportunities should reflect where each lead really is, not just where the first form placed them.

Open pipeline guide

Sites and funnels

Contacts and pipelines