> ## Documentation Index
> Fetch the complete documentation index at: https://www.carstoragesoftware.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.
# Coordinate with your team in Inbox
> Use Live updates, teammate presence, and message history so your team answers customers once, clearly, and without conflicting replies.
Use this guide when more than one person on your team works in [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) at the same time.
Inbox is shared. When your team uses the built-in coordination tools, customers get one clear answer instead of two different replies from two different people.
## What you will accomplish
* Understand what the **Live** badge means and how conversations update automatically.
* See when a teammate is typing or on a call in the same conversation.
* Know who sent each outbound message in the timeline.
* Hand off a conversation with **Mark unread** when follow-up is still needed.
## Before you start
* Your team should already have access to [Inbox](https://www.carstoragesoftware.com/dashboard/inbox).
* If Inbox buttons are gray, finish setup in [Configure communication settings for Inbox](/docs/inbox/configure-communication-settings) first.
* Know when to stay on [Overview](https://www.carstoragesoftware.com/dashboard/v2) for a quick glance vs when to open the full [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) page (see [Use Inbox from your Overview dashboard](/docs/inbox/use-inbox-from-your-overview-dashboard)).
## What the Live badge means
Near the top of the [Inbox](https://www.carstoragesoftware.com/dashboard/inbox) page, you may see a **Live** badge next to the page title.
*Live means new customer texts, emails, and calls can appear without refreshing the page.*
**Why this matters:** You do not need to click refresh to see new customer activity. When a text arrives while you are on the page, the conversation list and timeline can update on their own.
**If Live is not showing**
Your browser may still load new messages when you open a conversation or return to the page. Live is a helpful signal, not a requirement for Inbox to work.
## See when a teammate is working in the same conversation
When you open a customer conversation, look just below the customer name at the top of the timeline.
You may see a short note such as:
* **Alex is typing…**
* **Sam is typing an email…**
* **Jordan is on a call…**
These notes appear when another teammate is viewing the same conversation and is actively typing or on a phone call.
**Floating Inbox panel counts too**
If your facility uses the **Inbox** widget on [Overview](https://www.carstoragesoftware.com/dashboard/v2), the same unread counts appear there. Two people can still answer the same customer if one uses Overview and one uses the full page — agree on who owns the reply.
**Pause when you see typing**
If **Sam is typing…** appears below the customer name, wait a few seconds before sending your own message. Two answers at once can confuse the customer.
*Initials on outbound messages show which teammate sent the text or email. Hover when your device supports it to see the full name.*
## See who sent each team message
Outbound messages in the timeline—the ones your team sent—often show initials in a small circle next to the message.
**Why this matters:** When a customer replies days later, you can see who handled the last message and whether that person should follow up again.
Hover over the initials when your device supports it. You may see the teammate's name or email.
## When two people work the same shift
Agree on simple rules before the phones get busy:
* **One owner per active conversation** — whoever starts the reply finishes it, or uses **Mark unread** and tells the next person.
* **Pause when you see typing** — if the header says a teammate is typing, wait a few seconds before sending.
* **Check initials on outbound messages** — the small circles on sent texts and emails show who last replied (see screenshot above).
* **Use Schedule for appointment changes** — Inbox is for messages; move appointments on [Schedule](https://www.carstoragesoftware.com/dashboard/schedule) before you confirm a new time in writing.
## How unread messages work
Inbox helps your team spot conversations that still need attention.
In the conversation list on the left, unread threads may show:
* A **blue dot** on the customer's circle
* **Bold** customer names
* Small **numbers** on **Text**, **Email**, or **Call** labels when only that channel has unread activity (for example **Text 2** means two unread texts)
* An orange **Reschedule** badge when the latest preview starts with **Reschedule proposed:**
*Unread conversations often show a blue dot and bold name in the list on the left. Channel badges such as **Text 2** mean only that channel has unread activity.*
### Conversations mark themselves read when you open them
When you click a conversation and read it, Inbox usually marks it as read automatically.
**Why this matters:** The blue dot goes away so your team knows someone has seen the latest message. If you opened the thread but cannot finish the reply, use **Mark unread** so the next person knows follow-up is still needed.
## Hand off a conversation with Mark unread
Use **Mark unread** when you reviewed a message but cannot send the final answer yet.
On the left side of [Inbox](https://www.carstoragesoftware.com/dashboard/inbox), find the customer row.
**On a computer:** right-click the customer's name.
**On a phone or tablet:** press and hold the customer's name until a menu appears.
Click **Mark unread**.
**Expected result:** The conversation shows as unread again (bold name and blue dot) so the next staff member knows someone still needs to respond.
*Mark unread is a simple handoff tool when you read a message but cannot finish the reply yet.*
For more on replying after you read the timeline, see [Respond to a conversation](/docs/inbox/respond-to-a-conversation).
## Helpful team habits
* Read the latest messages before you reply.
* Pause when you see a teammate typing in the same conversation.
* Use **Mark unread** instead of assuming someone else will remember to follow up.
* Open the related car, invoice, or appointment record when the customer asks about specific work.
* Keep replies focused on one topic so the timeline stays easy to read.
**Presence notes are real-time only**
**Alex is typing…** only appears while another teammate is actively in the same conversation. If your team works in shifts, you may rely more on **Mark unread** and short verbal handoffs than on typing indicators.
## When more than one person monitors Inbox
Many facilities assign Inbox to front desk during business hours and to a manager after hours. Write the rule down so everyone knows who should reply.
If **Sam is typing…** appears below the customer name, wait a few seconds before sending your own message.
If you read a message but cannot finish the reply, right-click the customer name and choose **Mark unread**.
**Expected result:** The blue dot returns so the next person knows follow-up is still needed.
## Shift handoff: pass work to the next teammate
When one person starts a reply but cannot finish before a shift change, use a simple handoff so customers do not get duplicate or conflicting answers.
Make sure you understand what the customer asked and what was already promised.
Right-click (or long-press) the customer name in the list and choose **Mark unread**.
**Expected result:** The conversation shows a blue dot and bold name for the next person on duty.
A quick note like "Alex needs Huracan pickup time confirmed—calendar is updated, just needs text" prevents two people from sending different answers.
**Why handoffs matter**
Inbox does not have internal-only notes on conversations. **Mark unread** plus a short verbal or chat handoff is how most facilities avoid dropped balls between shifts.
## Get alerts when you are not on the Inbox page
Inbox updates in real time when you are already on the page (**Live** badge). When you are on [Schedule](https://www.carstoragesoftware.com/dashboard/schedule), [Cars](https://www.carstoragesoftware.com/dashboard/cars), or another area, you may still want a ping for new customer messages.
An admin should review **Alerts** → **Staff** in [Configure communication settings for Inbox](/docs/inbox/configure-communication-settings).
Open your profile menu at the top of the dashboard (your name or avatar), then **Notification preferences**. Turn on the alerts you want on this device—often browser notifications for new Inbox messages.
Your web browser may show a permission prompt the first time. Choose **Allow** on the computer you use at the front desk.
**Expected result:** A small alert can appear even when Inbox is not the active page—helpful for incoming texts while you are on the calendar.
*Facility-wide alert defaults live under **Settings → Communications** in **Alerts** → **Staff**. Each person can also change theirs on [Your profile](https://www.carstoragesoftware.com/dashboard/settings/user).*
**Two layers of alerts**
**Facility settings** control what your business can send (for example, whether Inbox alerts are available at all). **Personal preferences** control what *you* receive on *this* computer or phone. Both need to be on for you to get a ping while you are on [Schedule](https://www.carstoragesoftware.com/dashboard/schedule).
## Troubleshooting
**I do not see teammate typing notes**
Presence notes only appear when another teammate is viewing the same conversation at the same time. If your team is small or works in shifts, you may not see these notes often.
**A conversation lost its unread dot but nobody replied**
Opening a conversation marks it read. If follow-up is still needed, use **Mark unread** or send a short internal note to your team outside Inbox (for example, a team chat or task list).
**Two teammates sent different answers**
Apologize to the customer if needed, then clarify the correct answer in one follow-up message. Agree on who owns the customer relationship going forward.
## What to do next
When you are ready to reply, continue with [Respond to a conversation](/docs/inbox/respond-to-a-conversation).
If the customer asked to change an appointment time, see [Respond to reschedule requests in Inbox](/docs/inbox/respond-to-reschedule-requests-in-inbox).
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