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Use this guide when you want to see who messaged your facility while you are already on the Overview dashboard. The Inbox panel on Overview shows recent conversations and unread counts. It is a quick way to spot new texts, emails, or calls before you open the full Inbox page.

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What you will accomplish

  • Find the Inbox panel on your Overview dashboard.
  • Search conversations and see unread badges at a glance.
  • Open a customer thread in the full Inbox when you are ready to reply.

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Before you start

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Open the Inbox panel on Overview

1

Go to Overview

Open Overview from the dashboard sidebar.Why this page: Overview is meant to be your command center. Many facilities add schedule, parking, and Inbox panels here so front-desk staff see what needs attention in one place.
2

Find the Inbox panel

Scroll until you see a panel titled Inbox (your admin may have renamed it).The panel includes:
  • A Search conversations field at the top
  • A list of customer names with message previews
  • Small number badges when a conversation has unread activity (for example Text 2 means two unread texts in that thread)
  • An orange Reschedule tag when the latest preview starts with Reschedule proposed:
Expected result: You can see who contacted your facility recently without opening the full Inbox page.
3

Search if the list is long

Type in Search conversations to filter by customer name or the text in the latest message preview.This search only filters what is shown in the panel. It does not search your entire customer database. To find someone who has never messaged you, use Start a new Inbox conversation from the full Inbox page instead.
Overview dashboard showing an Inbox panel with customer names, unread badges, and a Search conversations field
After you add the Inbox panel and save, unread customer conversations appear on Overview without opening the full Inbox page.

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Open a conversation in full Inbox

The Overview panel is for scanning and quick jumps. When you need the full timeline, filters, Text, Email, Call, or Suggest with AI, open the customer in the main Inbox page.
1

Click a customer row

In the Inbox panel, click the customer you want to help.Expected result: Your browser opens the full Inbox conversation for that customer.
2

Or open all of Inbox

Click the panel’s link to open the full Inbox page (often labeled Inbox with an external-link icon in the panel header).Use this when you want the full conversation list, the + button to start a new thread, or Quick call from the Inbox toolbar.
3

Reply from the full page

Follow Respond to a conversation to read the timeline and send your answer.Why this matters: The full Inbox page keeps every text, email, and call in order. Replying from there protects your team from sending an answer without reading earlier messages.
Full Inbox page after clicking a customer from Overview, showing the complete message timeline and reply controls
After you click a customer on Overview, the full Inbox page opens with the complete timeline—use this view to reply, call, or use Suggest with AI.

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When to use Overview vs full Inbox

Use the Overview Inbox panel when…
  • You are already on Overview checking schedule or parking
  • You want a quick list of unread conversations
  • You need to jump into one customer thread
Open the full Inbox page when…
  • You need to start a new conversation with +
  • You want timeline filters (Texts, Emails, Calls)
  • You are coordinating with teammates using Live updates and Mark unread
  • You need Quick call, image attachments, or Suggest with AI
Why two entry points existOverview is for scanning. The full Inbox page is for doing the work—reading long threads, attaching photos, placing calls, and using AI drafts. If you only ever use Overview, you may miss tools that live at the bottom and top of the full conversation view.

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Add or adjust the Inbox panel

If you do not see an Inbox panel on Overview, your layout may not include it yet.
1

Open Overview edit mode

Go to Overview and click Edit in the top-right corner of the page.Why this step matters: Edit mode lets you add, remove, and rearrange panels without changing how other staff see the dashboard until you click Save.
2

Add an Inbox panel

Click + Add panel (or the dashed empty slot at the top of the grid).In the panel picker, choose Inbox from the component list. You can often turn on options such as unread only if you want the widget to show just conversations that still need a reply.Drag the new Inbox panel where you want it on the grid, then click Save in the top-right corner.Expected result: A panel titled Inbox appears on your Overview page with a Search conversations field and a list of customer names.
3

Ask an admin if edit mode is locked

If you do not see Edit, your role may not be allowed to change the dashboard layout. Ask a facility admin to add the Inbox panel for your team.See Customize your Overview dashboard for the full layout workflow.
Overview dashboard in edit mode showing draggable panels including Inbox, Events table, Quick actions, and CRM board with Save and Cancel buttons at the top
In Edit mode, drag panels to rearrange them. Add Inbox from + Add panel, then click Save so your whole team sees the updated layout.

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What success looks like

  • You can see unread customer conversations from Overview without hunting through separate tools.
  • Clicking a customer opens the correct thread in full Inbox.
  • Your team knows when to stay on Overview for a quick glance vs when to work in the full Inbox page.

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Troubleshooting

The Inbox panel says no conversations yetThis is normal for a new facility. After customers text, email, or call, conversations appear here and on Inbox. Send an internal test message using Configure communication settings for Inbox before going live.
Unread counts look wrongOpen the customer in full Inbox and read the latest messages. If follow-up is still needed, use Mark unread from the conversation list. See Coordinate with your team in Inbox.
I cannot find a customer in the panel searchThe panel search only filters conversations that already exist in Inbox. Open Contacts to confirm the customer record, then use Start a new Inbox conversation from the full Inbox page.

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What to do next

Continue with Inbox overview for the full list of guides, or jump straight to Respond to a conversation when you are ready to reply.