> For the complete documentation index, see [llms.txt](https://help.gleantap.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.gleantap.com/inbox/inbox-power-features.md). # Inbox Power Features The Inbox does more than show incoming messages. This page covers the productivity features that come up most often — search, filters, templates, groups, sound/notification control, and keyboard-friendly workflow. For the basics of the Inbox layout, see Inbox Overview. *** ## Finding conversations quickly The Inbox search bar and filter controls sit at the top of the conversation list. ### Search by contact The search bar matches against **contact attributes** — name, email, phone number, and tags. Typing a partial name filters the conversation list to matching contacts. **Message-body search is not currently supported.** If you're trying to find a specific past message (e.g., "the conversation where I mentioned '8 Classes for $190'"), the search bar won't surface it. Two workarounds: * **If you know who you sent it to** — search for the contact by name, open the thread, and scroll back or use browser Find (`Cmd/Ctrl + F`) to search within that thread. * **If it was part of a campaign** — filter by that campaign (see below) to narrow down to the recipients, then check individual threads. If message-body search would meaningfully help your workflow, let us know at . ### Filter by segment, campaign, or keyword Click the **filter icon** (upside-down pyramid) to the right of the search bar to open the filter panel. You can narrow the list by: * **Segment** — only show contacts in a specific segment * **Campaign** — only conversations from contacts targeted by a specific campaign * **Keyword responses** — contacts who replied to a specific SMS keyword * **Tags** — conversations tagged with a specific label * **Assignment** — assigned to you, others, or unassigned Filters stack — combining "segment: 2026 Summer Camp" and "assigned to me" narrows to only your conversations with camp attendees. ### Sort the list Click the **downward arrow** at the far right of the search bar to change sort order: * **Unread first** — quickest way to see what needs attention * **Sent time / Received time** — most recent activity first (default) * **Starred** — flagged conversations grouped at top ### Star important conversations Click the star icon on any conversation to mark it. Star helps when you need to circle back to specific threads across the day. Combine with "sort by starred" to build a working queue. *** ## Working with templates in Inbox If you have templates saved in **Campaigns → Templates**, you can insert them into any Inbox reply. * **Insert a template into your reply** — click the **clipboard icon** in the message composer (below the text box). Pick a template; its content fills the composer. Edit before sending. * **Preview and edit** — the template is inserted as editable text, not read-only. Personalize before sending. * **Merge tags** — click the **brackets icon** (`{}`) to insert merge tags like `{first_name}`, `{last_visit_date}`, etc. These auto-resolve to the contact's values when the message sends. **Note:** template search inside the picker is limited today. If you have a lot of templates, name them with a consistent prefix (e.g., `SMS - Class Reminder`, `SMS - Follow Up`) so scanning is easier. Deep dive: Pre-saved Templates, Creating Templates. *** ## Sending to multiple contacts (Groups) If you want to send the same message to several contacts one-time, without setting up a full campaign, use **Groups**. 1. Open **Inbox** → click the **Groups** tab. 2. Click **Compose** → **New Group**. 3. Add the contacts you want. 4. Name the group, then send your message. Each recipient receives it as a normal 1-to-1 message — they don't know other people got the same text. Their replies come back to you as individual conversations. **"Where did my Groups tab go?"** The Groups tab is still in the Inbox. If you don't see it, make sure you're in the Inbox (not another section), and scroll or resize your view — on smaller screens it may be tucked behind the main tab list. Deep dive: Group Messaging. *** ## Scheduling a reply for later You don't have to send immediately. * Click the **clock icon** in the composer. * Pick a date and time. * The message queues and sends at that time. Useful for replying at a more appropriate time (e.g., composing at 11pm but sending at 8am) or spacing out follow-ups. *** ## Notifications: sound, desktop, email, SMS Every teammate controls their own notification preferences. Change yours under **Configure → Notifications**. **Sound** — mute or unmute the sound that plays when a new Inbox message arrives. If the Inbox is chirping and you need it quiet, this is where to disable it. **Desktop / web push** — get an OS-level notification when a new message arrives (requires granting browser permission first). **Email digests** — get an email summary of missed conversations. **SMS** — get a text-message notification for high-priority events. See SMS Notifications. Each channel can be toggled independently. If you're not getting Inbox alerts you expected, this is the first place to check — see also Notifications. *** ## Tagging conversations Tags help you categorize conversations for filtering later. Applied per-conversation, not per-contact. * Open a conversation → look for the tag picker at the top or side of the thread. * Add existing tags or create new ones. * Filter the Inbox by tag to see all conversations with that label. Useful for: `refund-request`, `class-inquiry`, `complaint`, `high-value`. See Tagging Conversations. *** ## Assigning conversations If your team divides Inbox work, assign each thread to a specific teammate. * Open a conversation → click the **Assign** control. * Pick a teammate. * The conversation moves to their queue. Combine with the assignment filter to see "conversations assigned to me" as your working queue. See Assigning Conversations. *** ## Auto-close idle conversations Long-quiet conversations can auto-close after a configured time. Configure under **Configure → Notifications** or the Inbox auto-close settings. Auto-close is a hygiene tool — it moves stale threads out of the active view without losing them. Closed conversations remain searchable and reopen automatically when the contact replies. See Auto-closing Conversations. *** ## Setting up auto-responses When a new contact texts you outside working hours or replies to a specific keyword, you can configure an automatic reply. See Setup Auto-Response. *** ## Keyboard shortcuts (desktop) The Inbox supports standard browser shortcuts for navigation. `Cmd/Ctrl + F` finds text within the currently open conversation. There are no Inbox-specific hotkeys today for actions like Reply, Close, or Assign — those require clicks. If keyboard-first navigation is important for your team, let know. *** ## Common scenarios ### "How do I find a conversation from three months ago about pricing?" Search by the contact's name (or their tag if you tagged them at the time). Message-body search isn't available, so you'll need to open the thread and scroll or use `Cmd/Ctrl + F` within it. ### "I want a queue of just my unread starred threads" 1. Click **Sort** → change to **Starred**. 2. Use the assignment filter → **Assigned to me**. 3. Everything at the top of the list matches. ### "My Inbox is loud — how do I silence it?" **Configure → Notifications** → toggle off the sound. Applies only to your account, not the whole team. ### "New contact just texted us at 2am and got no reply — can I auto-respond?" Yes. **Configure → Configure SMS** has an "Auto-Response (when a contact texts you in quiet hours)" setting. Combined with your Quiet Hours schedule, it sends the configured message automatically during off-hours. See Configure SMS and Setup Auto-Response. ### "How do I send the same follow-up to 40 contacts?" Use **Groups** — Inbox → Groups tab → New Group → add the 40 contacts → send the message once. Each contact receives it as a 1-to-1. Their replies come back individually. *** ## Related pages * Inbox Overview — layout and basic use * Filtering Conversations — filter options deep dive * Pre-saved Templates — building templates for quick replies * Group Messaging — sending to multiple contacts at once * Assigning Conversations — team routing * Tagging Conversations — categorization * Notifications — sound, desktop, email, SMS alerts --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com. ## Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. 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